The art of truth telling: handling failure with disclosure and apology.
How the leader handles failures determines how people perceive the true character of the leader. The power of transparency and apology is an option that leaders haven't universally embraced as rapidly as clinicians. However, there is a plethora of information that tells us there is almost magic in the power of the process of truth telling and apology. There are sentinel events and near misses associated with leadership and management, as well as the clinical process of health care.
Kerfoot
Karlene
K
Kerfoot & Associates, Indianapolis, IN, USA. karlene@indy.com