•Future responses

How do I want people to feel? responses to Oopses What do I want them to remember? Sacha chưa 2014-09-15 i It was unfortunate that 1 things turned out that way, but we stayed calm, and made things better. Good thing we anticipated a 1 similar situation, so we knew I what we needed to do. We're I harvested lessons learned and will be even better- prepared in the future. big deal! i Not a Calm, mature response. care about this and we're going to make it right. Play book, safety nets, pre-mortem Post-mortem Das Better processes ロッローロ Also: Minimize risk of introducing new problems Important diagnostic questions -Key options •Simplified info/steps Rerouting