Blame, Shame and Panic - What not to do when things go wrong
summary
An ops team can prevent catastrophe by designing for small blast radii but still expects human error — one person’s cardigan pulls an entire channel off air. When incidents hit the physiology spikes: take a breath before acting, surface the problem immediately, and call for help. Let the person who erred lead the recovery where possible: let the maker drive while others advise. Use curiosity not judgment, neutral language (“what led us here”), and build a truly blameless (not sanctionist) culture.
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chapters (9)
- 0:00Introduction and speaker
- 0:46Mistakes are inevitable
- 3:20Human reactions to failure
- 5:31Personal story of panic and shame
- 8:41Coping with mistakes early career
- 10:31Reacting to others' mistakes
- 12:38Becoming better versions of ourselves
- 15:32Love letter to blameless culture
- 18:21Learning from mistakes
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