Step 1. Reflect and analyse

• Understand what happened
• Communicate positive intent - non-accusatory, focus is learning
• Collect information - seek additional feedback
• Avoid defensiveness - 'blame culture'
• Recognise opportunity

Step 2. Identify learning statement

• The specifics of what we can learn from this mistake
• Applications of learning statements:
  deals with people;
  deals with organisation;
  deals with structure;
  deals with technology;
  deals with behaviour
• Useful learning statements cover who, what, when, how and why

Step 3. Apply new learning

• Identify future situations
• Set the right example - senior managers admit mistakes, model appropriate behaviours
• Provide adequate training
• Integrate into systems and procedures - build review
• Sessions into meetings, projects