I received a marketing email yesterday from an individual who used a term that could be considered derogatory and offensive. I took note; found myself surprised by the use of the language; and, wondered about a potential lack of awareness as to how the terminology could offend. Well, within twenty-four hours I received a second email sincerely apologizing for the use of the language. The individual indicated that unfortunately she had no idea of the source of the phrase and its derogatory meaning. She went on to say:
“…And I couldn’t be more embarrassed and horrified. Please understand that no offense was intended.”
Her note was sincere and genuine. The tone of her message expressed just how sickened she was about the language once she found out its origin.
Upon learning of this, she went on to conduct some additional research and found other phrases with derogatory origins that she was embarrassed to say she has used. Beyond the sincere apology she is taking action. In a future e-zine, she will share her findings (i.e., common phrases that get thrown around without people knowing what they mean). Her hope is to prevent herself and others from unknowingly using hurtful comments that might offend.
I found the action to be a great lesson in leadership. We do make mistakes. We say or do things that have unintended consequences. We are not perfect. In my opinion, it’s not the fact that we make mistakes (or offend) that matters. We certainly want to try our best to make sure that doesn’t happen. However, as mentioned, we are imperfect. The true sign of leadership and grace comes from our behaviors and actions after the mistake has been brought to our attention.
The lessons demonstrated from this incident:
• Take quick action.
• Genuinely apologize.
• Acknowledge the error.
• Explain, don’t defend.
• Learn from the mistake.
• Take an extra step.
Tags: Beyond the Jargon, Calibra, dialogue, Diane Hamilton, leader
