ABSTRACT
Encourage people to own up if they get something wrong. Thank them for being honest with you . . . However tempted you might be; don't bawl them out. It takes courage to own up and it takes courage to deal with problems. An environment where people can make mistakes and own up and learn from them is what helps to make airlines safe. Tell people you want to know if they have made an error, ask them how they think they could avoid making the same mistake again and reward honesty with, at least, a pat on the back . . .
