Kicking off our Constructive Failure series, we begin with a tale of a celebrated teacher whose momentary irritation triggered a significant blunder, followed by a lesson in humility and grace.
You may have heard of Andrew Eberhard, a teaching champion at the University of Auckland Business School, renowned for his innovative use of technology in pedagogy to engage students. His office walls could be adorned floor to ceiling with prestigious teaching awards and notes of praise from students.1 However, as his story reveals, even the best can stumble. Andrew stood at the helm of a bustling business systems class when a major teaching blunder happened, caused by a seemingly minor inconvenience.
The exam day confidence
Andrew felt self-assured when exam day came for his large INFOSYS 110 course. Unlike most teachers, he loved marking exams, relishing the insights into his students’ minds to measure their progress. As he drove to campus, he imagined the thousand exam scripts awaiting him, ready to be handled with swift efficiency, a sense of self-pride, and the quiet delight that only a seasoned educator knows.
The unexpected call
His phone interrupted the reverie – the Exam’s Office. Early sitters had received last semester’s exam instead of the current one. In fact, with only 10 minutes left to the start of the exam, Andrew was told that, in fact, the mistake would affect the entire cohort of his 1,000-odd students.
From minor irritation to major oversight
It turned out that Andrew’s mistake had unfolded during the intricate process of submitting exams to the Examinations Office. A seemingly minor request had arrived from the Examinations Office: a tweak to the font of the page number. Slightly irritated by the petty request, Andrew hastily made the change, but in the flurry of digital folders, he inadvertently sent back the wrong exam. No-one had picked up on this oversight at the other end either, resulting in a cascade of failures.
Facing a major crisis
Panic ensued as Andrew grappled with the consequences of this blunder. His mind raced through worst-case scenarios. What would happen next? A surge of student complaints? A media coverage staining his reputation forever? And surely he would get fired?
The Herald: “Not a Mistake, Just Plain Neglect”
This mess-up was indeed covered by The Herald in their article “Wrong exam”, which featured a comment from an affected student: “That’s not a mistake, that’s just plain neglect.” The public enjoyed the irony of the situation, given that the exam itself was on quality assurance systems and processes. Student memes marked the irony (although we have not been able to find them).
“Love letters” from students
Andrew’s inbox saw an avalanche of ‘love letters’ from his students – not the usual praise, but frustration and disappointment. Because the exam was postponed minutes before the start, only to be rescheduled for the next day, the disruption affected some students’ travel plans, with flights cancelled and appointments missed. And even though the Examinations Office had handled the crisis efficiently, angst amongst students lingered.
Meanwhile, Andrew was awaiting his sentencing.
And sure enough, not long after he received a phone call from then-Deputy Vice-Chancellor (Academic).
Grace from the top
There was no firing, no scolding, no public shaming. Instead, Andrew encountered an outpouring of support and care – from both University leadership and his colleagues. Messages like “Are you okay?” and “This could happen to anyone” reached him through various channels.
For Andrew, it was an eye-opening experience – one that transformed his perspective on other peoples’ mistakes. But it wasn’t just about him. The incident sent a resounding message to everyone, and especially to students: to err is human, even for teachers. What truly matters is how we respond, how we take responsibility and learn, and how we treat those who stumble along the way. As such, even such epic failures like this can offer valuable lessons.
Three lessons learned
Andrew’s journey through this failure etched three valuable lessons:
1. Never act when annoyed
Making rash decisions while irritated often leads to mistakes. Andrew vowed never to act impulsively when emotions ran high. Instead, he suggests embracing a pause, maybe a walk, and only then – deliberate action.
2. Details matter
Mundane as it may sound, double-checking—even triple-checking— information and processes is crucial, especially when significant stakes are involved.
3. Grace is powerful
Most importantly, the attitude of others toward Andrew’s costly mistake transformed his perspective forever. Mistakes happen; it’s our response that defines us. Grace, not blame, fosters growth.
As a reminder of these lessons, Andrew is contemplating framing the Herald article alongside his teaching excellence awards.
A shameless plug
Andrew first presented his story in February 2024 at the dedicated ‘Epic Fails’ session of the Learning Futures Community of Interest. If you enjoyed his story, you’ll enjoy hearing more from our colleagues at our monthly online seminars. All staff at the University of Auckland are welcome to join.
Watch Andrew tell his story.
Resources
Visit Andrew’s staff profile page.
References
Dougan, Patrice. “Wrong Exam Printed for Auckland University Business School Students.” The Herald, 24 Jun. 2016, https://www.nzherald.co.nz/nz/wrong-exam-printed-for-auckland-university-business-school-students/UM7CFRW7DKVQZ5EEC2EVVYBEWM/
Notes
- Among those are Faculty Teaching Excellence Awards in 2011, 2012, 2015, 2016 and 2018, University Teaching Excellence Awards in Innovation in 2012, and Leadership in 2018, and a Senior Fellowship of the Higher Education Academy in 2018, as well as Prime Minister’s Supreme Award at the 2019 Tertiary Teaching Excellence Awards and Ako Aotearoa National Tertiary Teaching Award for Sustained Excellence 2019. In 2020, he was awarded University of Auckland Business School Distinguished Contribution Award. ↩