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How We Respond Matters... What Now? Applying Human & Organizational Performance (HOP)
- The HOP Nerd
- 8 hours ago
- 5 min read
Tired of just talking about Human & Organizational Performance concepts and ready to actually do something? This series delivers concrete actions to operationalize HOP. We've covered Error is Normal, Blame Fixes Nothing, Context Drives Behavior, and Learning is Vital. Now, we hit the principle that ties them all together.
So, If you've ever asked "Okay, I get the theory... What Now?", tune in as Sam guides you through the real steps where HOP meets reality.
On Today's episode, Sam asks: How We Respond Matters... What Now?
You can have the best intentions, the slickest procedures, the smartest people. You can say all the right things about Human & Organizational Performance. But the moment something unexpected happens – good or bad, a success or a failure – your response is what truly shows people if you mean much of what you've said.
Why Your Response is Everything:
It Signals Your True Values: Forget the posters and slogans. Your immediate response to news (especially bad news) broadcasts what your organization actually prioritizes – learning or blame? Curiosity or control? Systems or individuals?
It Creates (or Destroys) Psychological Safety: A harsh, blaming, or dismissive response teaches people very quickly not to speak up next time. A curious, supportive response encourages openness.
It Dictates the Learning Path: Your response determines whether energy flows towards understanding context and system factors (leading to real improvement) or towards finding fault and stopping inquiry.
It Operationalizes the Other Principles: Your response shows if you genuinely believe Error is Normal, if you're committed to Blame Fixes Nothing, if you truly seek Context, and if Learning is actually Vital. It's the action that backs up the words.
A poor response poisons the well. A thoughtful response opens the door to learning and improvement. It’s that critical.
So, the big question: If How We Respond Matters... What Now? How do we ensure our responses are constructive?
"What Now?" Action 1: Master the Pause
Idea: Our immediate, emotional reaction is often counter-productive. A deliberate pause allows us to shift from a knee-jerk reaction to a thoughtful response.
Action: Train yourself to take a deliberate pause before speaking or acting when faced with surprising or negative news. Just a breath or two. Use that moment to consciously choose curiosity over blame or frustration. Acknowledge the emotion, but don't let it dictate your action.
"What Now?" Action 2: Make Your First Words Curious
Idea: The very first thing out of your mouth sets the tone. Aim to invite dialogue, not defensiveness.
Action: Make your default verbal response one of open curiosity. Practice phrases like: "Okay, tell me more." "Help me understand what happened." "Walk me through it." Avoid tones or questions that imply judgment ("How could you let that happen?!"). Your first words matter immensely.
"What Now?" Action 3: Direct the Response Towards the System
Idea: Focus attention where it yields the most improvement – the system, condition, setting, and context, not just the individual involved.
Action: Frame your follow-up questions and guide any subsequent review towards systemic factors. Ask: "What was difficult about this situation?" "What pressures were involved?" "How did our procedures/tools help or hinder?" "What parts of our system might have contributed to this?"
"What Now?" Action 4: Guide the Immediate Response with Better Questions
Idea: The questions asked in the first moments after an event set the trajectory. Leaders shape the response by ensuring the right questions are asked immediately, directing focus away from blame and towards care, stability, and preparing for effective learning.
Action: Train yourself and your leaders to resist the urge to immediately ask "Who messed up?". Instead, ensure the standard, reflexive first response focuses on answering these critical questions before blame can take root:
Care: Who was hurt? (Identify all impacted – primary victims, those involved/second victims, witnesses, team). What are their immediate needs (support, medical, info)? Whose obligation is it to meet these needs now? How can we begin steps to restore those harmed?
Stabilize: Are our operations safe, stable, and secure right now? If not, what immediate actions must we take?
Communicate: Who else do we need to share this information with immediately (internal teams, leadership, external agencies, families)?
Plan Learning: What is the best way for us to learn deeply about this event, focusing on understanding the context and system factors involved? (e.g., Assemble a Learning Team, formal post-incident review, combination).
Driving these questions as the initial focus is a powerful leadership action. It prioritizes people and safety, calms reactive tendencies, and constructively paves the way for genuine understanding and learning.
"What Now?" Action 5: Leaders: Your Response Echoes Loudest
Idea: A leader's response is amplified and sends powerful signals (or shockwaves) throughout the organization. What leaders do, especially under pressure, becomes the organizational norm.
Action: Leaders must be hyper-aware of their own responses. They need to visibly model Actions 1-4: pausing, asking curious questions, focusing on systems, and ensuring fairness. When leaders respond thoughtfully, it sets the standard; poor reactions give permission for dysfunction.
How we respond is where HOP stops being theory and becomes tangible practice. It takes discipline and deliberate choice, especially when things get stressful. But mastering our responses is key to unlocking genuine learning, building trust, and creating resilient, high-performing organizations. Choose your response wisely.
Need a hand navigating your Human & Organizational Performance journey and improving how your organization responds? GET IN TOUCH!
Get in touch with Sam Goodman
+1 480-521-5893
Sam Goodman is the founder and independent Human and Organizational Performance practitioner of The HOP Nerd LLC. He is the creator of Starting Points Operationally Curious Questions, a simple and easy way to begin pre-event learning. He has also authored multiple books focused on Human & Organizational Performance, the safety of work, and the safety profession, such as "Aren't You Curious? The Operationally Curious Leader," "10 Ideas to Make Safety Suck Less," Safety Sucks," and more. Sam is also the host and producer of The HOP Nerd Podcast. He is an experienced safety and HOP practitioner, accomplished author, passionate speaker, and respected consultant and coach.
Sam brings extensive, hands-on HOP experience from a wide array of sectors, including commercial nuclear generation, utilities, construction, manufacturing, energy, healthcare, and transportation. He has partnered with numerous organizations, guiding them in the practical application and integration of HOP methods. His impact is demonstrated through initiatives like the 'Starting Points' card deck, which alone has reached hundreds of organizations, deploying thousands upon thousands of decks to facilitate learning. Whether you're just starting or looking to deepen your HOP implementation, Sam possesses the flexibility, passion, and expertise to guide your organization's journey.
Sam offers the flexibility, passion, and know-how to help your organization begin, or go further on its HOP journey.
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