Failing Forward: How Embracing Mistakes Fosters Learning and Innovation

Mistakes are opportunities to learn 
My 14 year old son recently got his first “real” summer job at a local coffee and lunch hot spot. “Real” as in, he’s learned life lessons like “what do you mean they take social security and Medicare out of my paycheck?” And real in the sense that taking on a new job requires lots of training, mistakes and learning. 

In his first couple of weeks, there have been mistakes a plenty. He’s showed up to work at the wrong time, rung up a customer incorrectly on the point of sale and spilled multiple smoothies and iced lattes. His supervisors have been understanding and empathetic.  And, through all of it, he’s been eager to return each day and try again, each time performing a little better and adding more value as a team member. 

What would have happened if was reprimanded at the first sight of spilled milk? Would he have been as eager to go back to work each day? Would he be inclined to speak up and ask questions about something he didn’t understand? Probably not…

Blame and shame can have dire consequences
Unfortunately in the professional world, environments where mistakes and failure are severely frowned upon are all too common. Team members are disciplined and shamed. In environments like these, employee engagement is low and performance and innovation are lackluster. In her book “The Fearless Organization”, Amy Edmundson recounts several case studies demonstrating these poor results. 

On the worst days, these environments are breeding grounds for disasters and tragedy. In 2018 and 2019 a total of 364 passengers died in two major crashes involving the Boeing 737 max aircraft. During the investigation of the crashes it was found that the cause was related to a faulty design of its autopilot system. Boeing has since admitted that its employees withheld information about this design flaw during the initial certification process for the aircraft. 

​Build psychological safety to foster learning and innovation
In workplaces with high levels of psychological safety, team members feel safe to speak up, ask for help or admit mistakes without fear of blame or humiliation. On their best days, these environments foster creativity, learning and innovation.

​Leaders are critical to creating psychologically safe workplaces. One of the most critical factors in shaping this type of organizational culture is how mistakes and failures are framed. Instead of framing them as bad or detrimental to the organization, leaders de-stigmatize mistakes and facilitate team member growth by encouraging learning and forward movement.

My recent guest on The Travel Leader Podcast, Arun Upneja the Dean of Hospitality Adminstration at Boston University beautifully role models this leadership mindset. In our conversation, he tells a story about how he treats mistakes amongst his team members. 

​Dean Upneja takes it one step further and says later in our conversation “if we are not failing, then we are not pushing the envelope enough…”

In the hospitality and travel industry, not always known for the highest level of innovation, this is exactly the mindset we need.

​When mistakes are seen as opportunities for learning rather than grounds for reprimand, employees are more likely to engage, innovate, and contribute meaningfully. As leaders, it's essential to foster environments where team members feel safe to admit errors and seek help. As exemplified by Arun Upneja, Dean of Hospitality Administration at Boston University, embracing mistakes can propel us toward greater innovation and growth. If we want to push the envelope in the hospitality and travel industry, we must encourage a culture where failure is not feared but welcomed as a stepping stone to success.