matt higgins

Things go wrong.

If you haven’t heard, how we react to adversity is a strong reflection of character. Managers, like everyone, want success. When success isn’t achieved and we think about those previously mentioned things that went wrong, we naturally want to know why. We have questions, and by the time the investigation kicks off, since failure isn’t something we traditionally celebrate or get excited about, frustration is likely already on the rise. As we gather information, the best move at this stage is to just listen. Listen without interruption and listen with as much reserved judgment as possible. Actively listen. As a manager, do not mentally file what you hear as either an excuse or an explanation. What might sound like excuse, because you’re frustrated, might very well be a valid explanation. Don’t interrupt and don’t rush to judgment. Listen for solutions, plans, next steps and whatever you do, do not use the word excuse. Calling someone’s explanation an excuse is a conversation stopper. It’s a call to be defensive. When you use the word excuse it’s hostile and you’re putting up a roadblock between you and the solution.