Incident Analysis Language Used Behavior Displayed Novice "Incidents are bad; my job is on the line if I don't fix this." "I'm getting sent to the 'principal's office' because of this incident." Completes "the paperwork" after the incidentNo formal retrospective/”hallway” retrospectives Beginner "Let's fix this as fast as possible.""What's the correct fix to avoid this specific incident in the future?" Some information recorded; not consistent Jumps to a focus on "why?" Competent "Let's review the timeline/incident report to understand that question." "We need to find the root cause of this incident." Follows the prescribed format for retrospectives Have and incorporate complete data set from the incident into the retrospective Proficient "Now that we've established what happened, how did it happen?" "How did these multiple contributing factors influence our complex system?" Identifies inherent biases in self and others Input solicited from all involved team members/perspectives/functional groups Advanced "What aspects of our system and team contributed to our success here?" "What can we incorporate from this incident into our organizational response to the next incident?" Can facilitate a retrospective by helping others to healthily address tendencies to blame and personal/systemic bias Retrospective outcomes are fed back into the system and prioritized for action