This is a great article from Inc. about how the CEO of Microsoft, Satya Nadella dealt with a very public fail by his company.  An excerpt of the email which was shared in a profile piece was “Keep pushing, and know that I am with you … (The) key is to keep learning and improving.” The article also says ” Nadella says he also urged staffers to take the criticism in the right spirit while exercising “deep empathy for anyone hurt by Tay.”

Nadella’s EQ is impressive: he exhibits both self-regulation and empathy in this one email.

What I love about his approach is that he reminds his people to have empathy for anyone hurt by the incident.  Often when something goes wrong, the first reaction is to minimize the impact. “Oh, it’s only 30 people out of 100, or only 100 clients out of 4,000”.  Instead, he sets the expectations of how problems like these should be dealt with…now and in the future.

Impressive.  Think about how the team felt when they realized what happened vs. how they felt after receiving Nadella’s email.