* It is important to find out whether a mistake was caused by a resistance to learn or because the person responsible was trying something new and didn’t get it right. The former might call for punitive action, while the latter might best be handled by additional training.

* Improvement is about preparation and moving forward. Resist the temptation to revisit past inequities or injustices. Stopping to settle old issues may waste precious time and energy, because many of the lingering issues will disappear or no longer be relevant.

* Learn to recognize signs of improvement, even minimal positive gains, and don’t let even the slightest upward movement slip by unnoticed. Those doing the work are watching expectantly to see who’s aware of and are pleased by their progress.

* Speaking out to challenge generalizations or to question misunderstandings and misgivings gives your coworkers the courage to contribute their views as well. People need to know where you stand to stay on course with a sense of confidence.

* Challenge the whiners and complainers to be more specific about their frustrations. Above all, make sure that they don’t repeat their objections and opinions to anyone else, especially not to management, until their co-workers agree that these concerns are valid.

* When passing information to co-workers, avoid making indirect references to unofficial sources. Use your personal power whenever addressing issues in an open forum. Using “I” statements to say what you believe can help shape the attitudes of other people.