I Made a Mistake

Recently, I interviewed 6 successful heads of independent schools. I asked them to identify a mistake they had made. Several joked: “Which one?”, “So many!”. In the after-mirth, they all identified serious mistakes, the type of mistake that can lead to losing community trust. So, how did they weather the storm? What did they do in the wake of the mistake? They acknowledged and apologized.

It’s no surprise these successful heads didn’t try to conceal mistakes or shift blame. In Paul Browning’s article, “Why Trust the Head,” his research identifies the ability to acknowledge mistakes as key to creating and sustaining trust in school leadership. To understand the mechanics of mistakes that build trust, we can look to the three essential elements of trust: honesty, openness, and benevolence.

Acknowledging a mistake reveals a commitment to honesty even when your personal reputation is on the line. If the mistake impacts others, as is likely the case in schools, then openness engenders trust and credibility. People in and out of schools are sensitive to information that may impact them personally and professionally; they rely on leaders to be open with them, even if the news is difficult and may have negative consequences. Being in the know signals transparency and cultivates trust.

At times, leaders acknowledge mistakes that are shared across a team, and they may even shoulder responsibility for the mistake. According to Skip Pritchard, author of The Book of Mistakes, if you take responsibility for a mistake on-behalf of others who participated, it builds loyalty. From a trust building perspective, acknowledging mistakes, and accepting responsibility demonstrates “I’ve got your back”, key to benevolence, central to trust.

There is vulnerability associated with acknowledging mistakes. Transformational leaders understand that being vulnerable may cause short-term individual discomfort while being essential for institutional strength. It helps to know that even if we feel exposed, anxious, and uncertain, our willingness to admit mistakes puts community needs ahead of individual egos. Every leader of complex organizations will make a mistake; how they lead in the wake of a mistake will determine their future success.