Via last night's USA Swimming Coaching Connection:
“STOP LOOKING AT YOUR PHONE!” yells Tasha, a point guard on the 6th grade YMCA basketball team I was coaching.
Immediately, I smile and start to explain to her that I forgot my
watch and I needed to make sure we were on schedule. Tasha rolled her
eyes, clearly unimpressed with my response.
“No big deal,” I had thought to myself on the way to practice when I
realized I forgot my watch, “I’ll use my phone.” Fifteen minutes into
practice, I had pulled out my phone to make sure we were on schedule.
“Can you believe the nerve of that girl?” I thought. “Here I am, the
volunteer head coach, staying up late watching videos on drills and
strategy, planning practices on my lunch break, staying late for players
who parents are delayed picking up their child…and now some kid is
telling me to put my phone away when all I am doing is making sure
practice is on schedule?”
Reflecting back on that practice later that night, though, I asked
myself what did Tasha really want? What was she really asking for?
I realized that she was looking for the one thing kids crave more than anything else. She wanted me to be there, in that moment, in that drill, watching her and her teammates. She wanted my attention.
She didn’t simply want me to care for her, or love her, or teach her how to play the game. She wanted more.
0. Double check the work to make sure that there are no other problems within it.
1. Alert the relevant parties
2. Take responsibility for what went wrong. This doesn’t mean that
you intentionally did it wrong, or that doing it right was part of your
job description. It means that you know something went wrong, you’re
unhappy about it, and you accept responsibility for letting it get by
you and you accept responsibility for making sure it won’t happen again.
3. Apologize. Not because it’s your fault, but because the incident
cost other people time or money or upset them, and you’re sorry that
they have to deal with that.
4. Come up with a plan to ameliorate the impact of the problem. If
you can’t come up with a plan, say so and ask for suggestions.
5. Come up with a plan to avoid the problem in the future.
6. Gather feedback.
7. Thank everyone for their patience and goodwill.
Either that, or you could hide, dissemble, blame, shuffle along, scowl, depersonalize and then move on.
We laughed about fellow hikers nearing the end of the AT up in Maine (that's where them Maine-iacs lives) that whined "It's been so great - I just don't want it to end." Really? Y'all wanna keep on smellin' like butt fer ever?