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What do you do if your laboratory's credibility and trust within the professional network is at stake?

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As a laboratory manager, you know how important it is to maintain your laboratory's credibility and trust within the professional network. Your reputation affects your ability to collaborate, secure funding, publish, and attract talent. But what do you do if your laboratory's credibility and trust are at stake due to a mistake, a conflict, or a crisis? In this article, we will share some tips on how to handle such situations and restore your laboratory's image and relationships.

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Jan Kornmann

KorManagement Services - Workplace Drug & Alcohol Professional Expert-Trainer/ Consultant/ Distributor EBT-founding…
Shilpi Pandey, PhD

Senior Manager, Research and Development, DIAGEO
Dennis Odoi

Biomedical Scientist || Public Health Enthusiast || Maternal and Child Health Advocate || Reproductive Health Advocate…

1 Acknowledge the issue

The first step is to acknowledge the issue and take responsibility for your laboratory's actions or performance. Do not try to hide, deny, or blame others for the problem. Instead, be transparent and honest about what happened, why it happened, and what you are doing to fix it. Communicate with your network partners, clients, stakeholders, and peers as soon as possible and keep them updated on your progress. Apologize sincerely and express your commitment to improve.

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Shilpi Pandey, PhD

Senior Manager, Research and Development, DIAGEO
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In my opinion, to address credibility issues, assess the problem, communicate transparently, implement corrective measures, engage stakeholders, invest in improvement, and monitor progress. Transparency and action are key to rebuilding trust. Collaborate with stakeholders, prioritize continuous improvement, and monitor progress closely to regain credibility within the professional network.

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Arslan Arshad

Medical Laboratory Professional | Global Health Security | Quality Assurance | Biosafety | Biosecurity | Bioethics | One Health | Planetary Health | ISO 15189
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Acknowledge the issue transparently, taking responsibility for actions. Communicate with network partners, clients, and stakeholders promptly. Apologize sincerely and express commitment to improvement.

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Luiz Carlos Cardoso Junior

White Belt Six Sigma | Auxiliar de Opera??es Agrícolas | Graduando em Engenharia de Produ??o | Técnico Químico
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Having first feedback from customers is the essential point for recognizing where you are going wrong, evaluating the impact that the error caused on society and making arrangements in the best possible way, studying the best possible way of improving together with employees and customers and evaluating when the idea is put into practice whether it is being properly effective in changing the image of your laboratory.

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2 Assess the impact

The next step is to assess the impact of the issue on your laboratory's credibility and trust. How serious is the problem? How widespread is the damage? How long will it take to recover? Who are the most affected parties and what are their expectations and concerns? You need to evaluate the situation objectively and realistically, using data and feedback whenever possible. You also need to identify the root causes and the contributing factors of the problem, and how they can be addressed or prevented in the future.

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Arslan Arshad

Medical Laboratory Professional | Global Health Security | Quality Assurance | Biosafety | Biosecurity | Bioethics | One Health | Planetary Health | ISO 15189
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Assess the impact objectively, considering severity, scope, and recovery time. Identify affected parties' expectations and concerns. Analyze root causes and contributing factors for prevention strategies.

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3 Implement solutions

The third step is to implement solutions that can resolve the issue and restore your laboratory's credibility and trust. Depending on the nature and severity of the problem, you may need to take corrective, preventive, or improvement actions. For example, you may need to revise your protocols, procedures, or policies, train or coach your staff, upgrade your equipment or software, or change your suppliers or partners. You may also need to compensate, refund, or offer incentives to your affected parties. Whatever solutions you choose, make sure they are feasible, effective, and aligned with your laboratory's goals and values.

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Dennis Odoi

Biomedical Scientist || Public Health Enthusiast || Maternal and Child Health Advocate || Reproductive Health Advocate || Entrepreneur || Certified Google Digital Marketer
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When laboratory's credibility and trust within the professional network are at stake, implementing solutions becomes imperative to restore confidence and reputation Addressing issues promptly and transparently demonstrates a commitment to accountability and integrity. This involves conducting investigations, identifying root causes, and developing action plans to prevent recurrence. Communicating with stakeholders about the steps taken to rectify the situation fosters transparency and reinforces trust Additionally, implementing improvements and best practices demonstrates a dedication to continuous improvement and quality assurance By taking action to address challenges,one can rebuild credibility and trust within their professional network

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Arslan Arshad

Medical Laboratory Professional | Global Health Security | Quality Assurance | Biosafety | Biosecurity | Bioethics | One Health | Planetary Health | ISO 15189
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Implement feasible and effective solutions to address the issue and restore credibility. Revise protocols, train staff, upgrade equipment, or adjust partnerships as needed. Compensate or offer incentives to affected parties. Ensure alignment with laboratory goals and values.

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4 Monitor and evaluate

The fourth step is to monitor and evaluate the results of your solutions and the feedback from your network. You need to measure and track the indicators of your laboratory's credibility and trust, such as quality, reliability, accuracy, timeliness, satisfaction, loyalty, referrals, or recognition. You also need to collect and analyze the opinions, comments, reviews, or testimonials from your network partners, clients, stakeholders, and peers. You need to use this information to determine if your solutions are working or if you need to make adjustments or modifications.

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Arslan Arshad

Medical Laboratory Professional | Global Health Security | Quality Assurance | Biosafety | Biosecurity | Bioethics | One Health | Planetary Health | ISO 15189
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Monitor and evaluate the effectiveness of implemented solutions. Track credibility and trust indicators, such as quality and satisfaction. Collect feedback from network partners, clients, and stakeholders. Use insights to make adjustments or modifications as needed.

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5 Rebuild and strengthen

The fifth step is to rebuild and strengthen your laboratory's credibility and trust within the professional network. You need to demonstrate your laboratory's competence, professionalism, and integrity through your actions and performance. You need to deliver on your promises, meet or exceed expectations, and provide value and benefits to your network. You also need to maintain regular and effective communication with your network, share your achievements and challenges, solicit feedback and suggestions, and express appreciation and gratitude. You need to show that you have learned from the issue and that you are committed to continuous improvement and excellence.

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Jan Kornmann

KorManagement Services - Workplace Drug & Alcohol Professional Expert-Trainer/ Consultant/ Distributor EBT-founding member and co-organizer in the creation of Nat'l Drug & Alcohol Screening Assoc
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Integrity is what is important and action plan must be managed in every step. Commitment to improve must be the initial step.

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Arslan Arshad

Medical Laboratory Professional | Global Health Security | Quality Assurance | Biosafety | Biosecurity | Bioethics | One Health | Planetary Health | ISO 15189
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Rebuild credibility by demonstrating competence, professionalism, and integrity. Deliver on promises, exceed expectations, and provide value to your network. Maintain regular communication, share achievements and challenges, and solicit feedback. Express gratitude and commitment to continuous improvement

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6 Learn and grow

The sixth and final step is to learn and grow from the issue and the experience. You need to reflect on what you have done well and what you can do better. You need to identify the lessons, insights, and opportunities that the issue has provided. You need to apply what you have learned to your laboratory's practices, processes, and culture. You also need to share what you have learned with your network, and seek their advice, support, or collaboration. You need to view the issue as a challenge and a chance to improve your laboratory's credibility and trust within the professional network.

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Arslan Arshad

Medical Laboratory Professional | Global Health Security | Quality Assurance | Biosafety | Biosecurity | Bioethics | One Health | Planetary Health | ISO 15189
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Reflect on lessons learned and opportunities for improvement. Apply insights to laboratory practices and culture. Share learnings with network and seek collaboration. Embrace the issue as a chance to enhance credibility and trust within the professional network.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your laboratory's credibility and trust within the professional network is at stake?

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1 Acknowledge the issue

2 Assess the impact

3 Implement solutions

4 Monitor and evaluate

5 Rebuild and strengthen

6 Learn and grow

7 Here’s what else to consider

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