When things go wrong

We tend to think of rules when things go wrong. In particular, we are likely to ask"

• "Who has broken what rules?"

In serious situations this can be important but it rarely improves things in the short term. Often it is difficult, and takes time, to establish responsibility.

In most everyday situations there is a need to take prompt and effective action. So the following "rules" can be helpful in choosing or constructing a response.

When things go wrong

1. Contain situation that has gone wrong
2. Repair any harm done (if possible)
3. Reduce the likelihood of the situation recurring