Vous faites face à des critiques après un échec dans l’administration publique. Comment pouvez-vous y remédier efficacement ?

I am currently facing this. The Government of Canada wants/needs its staff (ie. civil servants) to be bilingual in Canada's official languages (ie. English and French). I am not bilingual. Rather than taking the defeat and not improving, which would be a failure, I have instead chosen to improve my French through increasing my exposure to bilingual people, places, and events with occasional French immersion (ex. all-French user groups).

Address failure with honesty, integrity and transparency. Explain how you have mitigated the issue and always push ahead with the steps your organization will take to ensure the same mistakes do not happen again. Apologize, engage with your stakeholders, built trust, and move forward.

Facing failure - real or perceived - is always difficult. As a public administrator, it can be compounded because of the various pressures you may find yourself under at any given time. My best suggestion is to prepare and understand failure can (and does) happen. If your preparation was honest, ethical, and team-based, you will be better suited to respond the fallout of a failure (i.e. to minimize loss, admit fault, rebuild, restructure...and so on). After the fact, I think many of these previously stated suggestions are strong, but without solid preparation will be be more difficult.

Quando enfrentamos críticas após uma falha na administração pública, o primeiro passo é reconhecê-la de maneira transparente e honesta. Admitir o erro publicamente demonstra responsabilidade e integridade, mostrando que estamos comprometidos em aprender e melhorar. Evitar desculpas e assumir a responsabilidade ajuda a construir confiança com o público, que valoriza a honestidade e a transparência em momentos difíceis.

- Acknowledge the fault openly and take responsibility. - Apologize sincerely to the affected parties. - Provide a detailed explanation of what went wrong. - Highlight the lessons learned from the failure. - Present a clear, actionable plan to prevent future issues. - Engage with stakeholders to gather feedback and suggestions. - Communicate transparently and regularly about progress. - Show commitment to improving processes and policies. - Demonstrate accountability by outlining specific steps taken to address the failure. - Foster a culture of continuous improvement within the administration.

Admitting fault is never easy on a personal level - but as a public administrator, one must always think of the stakeholders, constituents, and community members. There is a great deal of public trust - and that trust must be respected. Part of that trust is the belief that communication will be honest, straightforward, and transparent.

Envolver-se publicamente é crucial para lidar com as críticas de forma eficaz. Participe de reuniões comunitárias, entrevistas e utilize as redes sociais para comunicar-se diretamente com os cidadãos. Ouça atentamente as preocupações e feedbacks, mostrando empatia e disposição para entender o impacto da falha. Essa abordagem não só humaniza a administração, mas também demonstra um compromisso legítimo em resolver os problemas para atender necessidades da comunidade.

- Engage Publicly: Address the issue transparently and directly through public statements or press releases. - Acknowledge Responsibility: Take ownership of the mistake or failure without deflecting blame. - Apologize Sincerely: Express genuine regret for any negative impact caused by the failure. - Outline Corrective Actions: Detail concrete steps being taken to rectify the situation and prevent recurrence. - Invite Feedback: Encourage constructive criticism and input from stakeholders on improvement strategies. - Highlight Learning: Share lessons learned from the experience to demonstrate growth and commitment to improvement.

Desenvolver e comunicar um plano de ação claro é essencial para restaurar a confiança após uma falha. Explique detalhadamente as medidas que serão tomadas para corrigir o erro e prevenir futuras ocorrências. Estabeleça prazos e metas específicas, mantendo o público informado sobre o progresso. Essa transparência e proatividade mostram que está comprometido em fazer as mudanças necessárias, reforçando a confiança e a credibilidade de sua administração.

- Acknowledge Responsibility: Accept accountability for the failure without blaming others. - Open Communication: Transparently communicate the situation, detailing what went wrong and why. - Learn from Mistakes: Emphasize lessons learned and how they will prevent future occurrences. - Seek Feedback: Encourage input from stakeholders to understand their concerns. - Implement Corrective Measures: Outline specific actions taken to rectify the situation. - Commit to Improvement: Demonstrate commitment to continuous improvement. - Rebuild Trust: Take proactive steps to rebuild trust through consistent actions. - Stay Engaged: Maintain ongoing communication to update stakeholders.

- Acknowledge Responsibility: Take ownership of the situation without assigning blame. - Transparent Communication: Clearly explain what went wrong and why. - Learn and Apply Lessons: Use insights to prevent similar issues in the future. - Engage Stakeholders: Seek feedback to understand concerns and perspectives. - Action Plan: Outline specific steps to address the issue and improve processes. - Commit to Progress: Show dedication to ongoing improvement and best practices. - Rebuild Trust: Proactively work to regain trust through consistent actions. - Continuous Evaluation: Regularly assess and adjust strategies based on feedback. - Leadership Commitment: Reaffirm commitment to excellence and public service.

- Set Clear Metrics: Define measurable goals and outcomes. - Regular Evaluation: Continuously assess progress against set metrics. - Adjust Strategies: Modify approaches based on monitoring results. - Stakeholder Feedback: Incorporate input to refine and improve strategies. - Transparency: Communicate findings openly to stakeholders. - Accountability: Hold responsible parties accountable for outcomes. - Course Correction: Promptly address any deviations from expected results. - Continuous Improvement: Use data to drive ongoing enhancements. - Celebrate Milestones: Acknowledge and celebrate achievements along the way. - Adaptability: Remain flexible to adapt strategies as needed based on monitoring outcomes.

- Gather Feedback: Solicit input from stakeholders and team members. - Analyze Data: Use metrics and analytics to identify trends and insights. - Identify Patterns: Recognize recurring issues or successes. - Implement Changes: Adjust strategies based on lessons learned. - Training and Development: Offer learning opportunities for teams. - Flexibility: Remain open to new ideas and approaches. - Monitor Progress: Track the effectiveness of adaptations. - Communication: Keep stakeholders informed of changes. - Continuous Improvement: Foster a culture of ongoing learning and adaptation. - Leadership Support: Provide resources and support for adaptation efforts.