How to react to someone making a mistake…

Bob Hoover, a famous test pilot and frequent performer at air shows, was returning to his home in Los Angeles from an air show in San Diego. As described in the magazine Flight Operations, at three hundred feet in the air, both engines sunddely stopped. By deft maneuvering he managed to land the plane, but it was badly damaged although nobody was hurt.

Hoover’s first act after the emergency landing was to inspect the airplane’s fuel. Just as he suspected, the Word War II propeller plane he had been flying had been fueled with jet fuel rather than gasoline.

You can imagine Hoover’s anger. One could anticipate the tongue-lashing that this proud and precise pilot would unleash for that carelessness. But Hoover didn’t scold at the mechanic; he didn’t even criticize him. Instead, he put his big arm around the man’s shoulder and said, “To show you I’m sure that you’ll never do this again, I want you to service my F-51 tomorrow.”

That mechanic had enough remorse and disappointment from himself, what would have been the point to yell at him even further?

-Principle 1How to Win Friends and Influence People, p.43