L8. Don’t Drop the Ball toolkit
Toolkit
Even the best leaders drop the ball sometimes. What matters most is how you respond. This tool supports leaders to act quickly, take responsibility, and rebuild trust when things go wrong.
| Acknowledge |
| Recognise and own the mistake straight away. Be honest, avoid excuses, and make clear that you understand what went wrong and why it matters. |
| Communicate |
| Let people hear from you first. Explain what happened, outline what you are doing to fix it, and set a clear timeline for updates so others know it is being handled. |
| Correct |
| Take immediate, visible action to resolve the issue. Focus on solutions that reduce disruption, rebuild confidence, and show your commitment to putting things right. |
| Learn |
| Reflect on what caused the mistake. Identify whether it stemmed from unclear systems, poor delegation, lack of foresight, or unrealistic timelines, and put safeguards in place to prevent repetition. |
| Rebuild |
| Follow through on your commitments and check in with those affected. Reliability over time restores trust more effectively than words alone. |
| Reflection Prompts |
| Have I responded quickly and transparently? What systems or habits will help prevent this in future? How can I make my reliability visible through consistent follow-up? |
L8. Don’t Drop the Ball: example toolkit
Role: Assistant Headteacher
| Acknowledge |
| I missed an important communication to staff about the updated marking policy deadline, which caused confusion and extra work for several teams. As soon as I realised, I owned the mistake immediately during briefing and apologised directly to those affected. Taking responsibility without excuses helped to defuse frustration and demonstrated that accountability applies to everyone, including leaders. |
| Communicate |
| I sent a follow-up message that same day explaining what had happened, clarifying the correct timeline, and offering additional time for staff to complete the task. I also explained what I would do differently next time to prevent similar oversights. Clear, proactive communication helped ensure the narrative came from me rather than through corridor conversations. |
| Correct |
| To fix the issue, I created a shared communication calendar so that all key deadlines are visible to the senior team. I also reviewed my own workflow system to ensure that key dates and messages are double-checked before being shared. This small but visible change reassured staff that action was being taken, not just promises made. |
| Learn |
| Reflecting afterwards, I realised that my mistake came from juggling too many competing priorities and not leaving enough time to review key communications. It highlighted the need for a “pause and check” routine at the end of each day to confirm that all key actions have been followed through. This lesson has already made me more disciplined in managing information flow. |
| Rebuild |
| Over the next few weeks, I made a point of updating staff regularly on how we were improving communication systems and asked for feedback on whether the changes were helping. Several colleagues thanked me for being upfront and for following through. This consistency helped rebuild trust and strengthened the sense of shared responsibility within the team. |
| Reflection Prompts |
| Owning the mistake early made all the difference. It reminded me that transparency and visible correction matter more than perfection. The key is to build systems that make reliability easier, not to rely on memory or good intentions. Each time I handle mistakes in this way, I show that accountability is not about blame but about integrity. |