Asked to clarify a mistake by my boss

Zomboidicus

Hello all,

I have a situation that is not related to IT workplace specifically, but perhaps a workplace in general. Long story short, I neglected a case that was considered semi-important for the team that I support as a third-party NOC. Now I am asked by my manager to explain the situation as to why I neglected it. I don't know how this sounds, but I am not used to making a mistake that actually catches the management's eyes so I don't know how to properly handle it.

My question is that, when you are put on the spot and expected to provide an explanation for a mistake by your boss, what is the best way to go on about it? Do you simply admit fault, apologize, and swear that it'll never happen again without making an excuse? Or if you think that it is justified, do you explain the situation if you believe that there are legitimately reasons? Or do you have an all different method on going on about it?

What do you think are the best way to handle a mistakes?

thomas_

If I was remotely involved in a situation that I could have taken actions to prevent it from happening, then I will shoulder my part of the responsibility. I would probably say something to the effect of "It slipped through the cracks, I should have followed up with it but I didn't because of...". In other words the first thing I would do is own up to my part of the mistake and the actions I took or didn't take that contributed to the situation and the second thing I would do is say why the mistake happened while avoiding the whole "it's not my fault, blame the other guy" scenario.

To me there is a big difference between making excuses and explaining what happened. I try not to make excuses, but I do explain what happened and how I plan on fixing it, so the same mistake doesn't happen again.

An example, at my last job I was trying to remove a wireless access point that was zip tied inside of a multimedia lectern type thing in a classroom. I accidentally cut through a DC power cord for the LCD display that controlled the whole thing instead of the zip tie. Stupid move and I was lucky that it wasn't an AC power cord.

In my scenario an excuse would be:

"It's not my fault, the wireless access point should have never been installed like that, the cables should have been more organized so I couldn't have cut it in the first place, blah, blah, blah"

Where an explanation of the situation would be:

"I cut a cable by accident. It was dark, I was doing it by feel and mistook the DC power cable for the zip tie. I should have been more careful."

Mike-Mike

Own it.

you are going to make mistakes, most bosses will respect you more if you acknowledge that you just hosed it up

bloodshotbetty

One of my previous bosses always commended me because when I made a mistake I was honest and upfront about it. I never just hoped I wouldn't get caught. I was often proactive about reporting a mistake and used it as a learning opportunity. I asked, "what can I do better next time?" It shows responsibility, integrity, and a commitment to growth.

Don't stress- everyone is bound to make mistakes.

eansdad

Own up to it. You can explain why you missed it but always take the heat for it. Learn from it and grow.

Edificer

I once saw an employer taking the 'excuse route' in front my boss. That definitely is not the best way as the poor guy got completely obliterated.

NetworkNewb

No one likes to hear excuses!! Never make one if possible! Explain what happened. All that matters is how you're going to remedy the situation and learn from it. A boss will never want someone who makes excuses, you will look a lot better taking responsibility for your actions and reconcile the situation yourself.

ImThe0ne

Agree with the others, own up to it. Most managers that have been around the block a time or two can easily pull an excuse out of the air and call you out on it, which will only make matters worse.

If you have a legitimate reason, definitely try to explain why it happened, but make sure you start the sentence owning up to it, like the others have said.

NotHackingYou

Own up. Apologize sincerely and admit what you did and make no excuses. Don't try to shift the blame. Always bring a solution on how you won't let it happen again. Everyone makes mistakes - your response is what counts. If you are justified you can sometimes just look worse by trying to explain it. You can pull off explaining as long as you don't try to shift the blame.

Sample:
"That ticket was really important and I did not properly prioritize it. Moving forward, I will ensure that I clearly understand when a ticket is high priory at the get go and set up reminders for myself to ensure I finish them on time. I am sorry for the trouble caused by my mistake."

scaredoftests

Own up to it, learn from it and move on..

pramin

Own up to it and tell boss what you will do so it won't happen again.

Zomboidicus

Thank you everybody for the sound advice.

My first reaction was to let my pride get in the way and blame it on the shift who I handed over the case, but I also failed to follow through it the next day so I do admit fault.

I took full responsibility, and noted how I was going to resolve the situation and prevent it from happening in the future.

Hopefully all goes well!

jvrlopez

Good job. That is the way to handle it.

I once tripped over a hard drive that was not in a case and connected to a blade using a SATA to USB cord. It was resting on a chair and I had to cross over it to inventory the other blades in the rack. I misjudged my step and brought down the HD to the ground, disconnecting it, and interrupting the data transfer. Not to mention the drive was lost. All of this was flight data from a jet that had been flown previously. Whoops.

Like you did, don't blame it on anyone else or make excuses or lie. That will be obvious and hurt you. If you're up front and honest and relay how you will prevent and fix this in the future, that will be more appreciated than the alternative.

thenjduke

Always own up to it. Better off not lying or blaming because then there is more explaining involved. If you own up and say yes it happen because and then explain what you plan to do for future then no more explaining.

N2IT

I usually spin it a little, but own up to the fault.

It really depends on your role. If you are in a higher level position you need to CYA.

philz1982

Stick to the facts, layout what you did or didn't do, and how you will take actions to not do it going forward. Only you know your companies culture. If it was a mistake that was never made before than you should be fine. If it is a pattern he may be trying to get you to admit to a problem so they can document and fire you. Who knows.

paul78

philz1982 wrote: »

Stick to the facts, layout what you did or didn't do, and how you will take actions to not do it going forward. Only you know your companies culture. If it was a mistake that was never made before than you should be fine. If it is a pattern he may be trying to get you to admit to a problem so they can document and fire you. Who knows.

LOL - @OP - not to make light of your stress or your situation but Phil did raise a valid point. But in the unlikely event that it's possible, as Phil said - sticking to the facts and owning it is still the right thing to do.

Just to give a slightly different perceptive, in my role, I often have to figure out why something went wrong. And interviewing or getting feedback from the employees involved is part of the process.

So the reason why I would ask you is for a couple of reasons:

1) Allow all participants to state what actually happened.
2) Figure out if there is a process failure, management oversight improvement, or opportunity for preventative action.

Regarding #1 - you would be surprised how the story can vary when facts are distorted when hearing 2nd or 3rd person. Ever play the telephone game

It's actually good that someone is actually asking for your account about what happened instead of jumping to conclusions.

the_Grinch

I can agree with everyone. First, think of a way you can prevent this from happening with future issues (as they relate to your specific role). Such as setting up a reminder or placing it on a turnover report. Second, go to your boss and explain that it was a mistake that you take full responsibility for and that you plan to do x to prevent future occurrences. Honestly, if I had a dollar for every mistake I have made in the past six years I would no longer need to work. I still have yet to receive a bad performance review because I own my mistake and give credit where credit is due. You sound like you have a good head on your shoulders so I wouldn't worry about it too much. I can honestly say I have not seen a person fired due to one mistake. Multiple mistakes and other issues for sure, but not a single occurrence.

Zomboidicus

paul78 wrote: »

LOL - @OP - not to make light of your stress or your situation but Phil did raise a valid point. But in the unlikely event that it's possible, as Phil said - sticking to the facts and owning it is still the right thing to do.

Just to give a slightly different perceptive, in my role, I often have to figure out why something went wrong. And interviewing or getting feedback from the employees involved is part of the process.

So the reason why I would ask you is for a couple of reasons:

1) Allow all participants to state what actually happened.
2) Figure out if there is a process failure, management oversight improvement, or opportunity for preventative action.

Regarding #1 - you would be surprised how the story can vary when facts are distorted when hearing 2nd or 3rd person. Ever play the telephone game

It's actually good that someone is actually asking for your account about what happened instead of jumping to conclusions.

Your points are worth of putting thoughts into. I'll consider these in case the conversation may get lengthy.

But anyways, I have already set up reminders and started taking notes for all cases that I am involved in, in case anything goes over my head in the chaos that is called NOC

Thank you for the input!