What to say when someone else screws up

It’s happened to all of us. Someone else messes up, and we have to clean up the mess. 

When fielding a complaint, it’s easy to point blame or to want to be the hero. Most of us don’t want someone else’s mistake to reflect on ourselves.  

But, what’s really needed in the situation? 

To acknowledge that emotions are valid, without throwing a co-worker or your organization under the bus. 

Instead of saying something like, “Well he’s an idiot” or “This place is so messed up…”

Try this approach…

“Can you give me all the details? …[listen, validate]...This is puzzling because I can assure you my company wants to do what’s right. Let me find out what’s going on and get back to you. 

By first understanding their situation, you can then move on to re-assuring them.