How to Create a Culture of Accountability
High performance in the workplace can be likened to a math equation:
Expectations + Accountability = High Performance
Here’s a crazy idea: in order for people to do well, they need to know what is expected of them. (I know…shocking, right?) No one can consistently meet expectations if the expectations are not clear. This does not mean that everything is spelled out in great detail, but it does mean that you have communicated a standard for performance that is appropriate for the role and in alignment with the values of your organization.
Where many organizations fall flat is on the second part of the equation: accountability. Almost everyone would agree that this is a crucial component to success, however few actually know how to follow through in a way that doesn’t feel like a micromanagement hammer crashing down.
Here are a couple red flags that may indicate that you or your organization are struggling with accountability:
Employees buckle down during times of higher workload to get everything done, yet they manage to “fill” a normal workday when things are less busy (stretching the work out).
Departments appear to be held to different standards. An employee might wonder why their team always works overtime when a neighboring department seems to have plenty of time to socialize. Or why they get criticism from their boss when they see other people appearing to get away with the same thing.
Projects, decisions, catching up on workload all take FOR-EV-ER to complete. (Please read that like the kid from Sandlot for emphasis.)
Managers turn a blind eye to problems, thinking they will get around to discussing it eventually but it never actually happens. Sometimes this is because of busy-ness, or it could be because the conversation is sure to be awkward and who wants to put that at the top of their to-do list?
If you are seeing those symptoms or think your organization could use some help in establishing a culture of accountability, here are some things that you can do:
Make sure leadership is in alignment. Accountability has to start at the top, and it has to be consistent across the leadership team. If you were to gather all your leaders in a room and tell them to hold people accountable, they would all nod in agreement but you would likely not see any change in behavior. So don’t do that. Instead, ask them to reflect and figure out the reasons why it is not already happening.
Do a performance audit. If a team or person is not high performing, the answer is not to yell at them and tell them to do better/work harder/get more done. Perform an audit to get to the real reason they are not rising to the occasion, and then determine what needs to change to fix the root issue.
Set SMART goals (goals that are Specific, Measurable, Achievable, Relevant, and Time-bound) to make sure those expectations are crystal clear.
Stay on top of deadlines (both your own and those of your team). You have to set the example here, so if you say you will have something done by Friday, then have it done by Friday. If you ask your team to respond to an email by noon on Tuesday, then do not wait until the end of the day on Thursday to follow up with any non-responders. Once people start to see that you will follow up if a deadline is not met, they will push harder to get things done on time.
Check in with people often. Don’t just ‘set it and forget it’ when it comes to goals or deadlines. Talk to your staff and ask questions. You don’t need to hover or ask for overkill status updates, but sometimes asking a simple question like ‘are you running into any roadblocks with that project?’ will open the door to a conversation that might not have happened otherwise. The bigger the project or the longer it takes to complete, the more you should be checking in to see how things are going. Don’t be that guy who waits for them to come to you if they have a problem. Invest in their success by making the first move.
Reward good behavior. When someone works hard or pushes to get something done on time, let them know you appreciate it. When someone stays late to resolve an issue, stop by their desk in the morning with a cup of coffee (or their drink of choice) and a personal thank you. When you ask someone to do something differently and you see them follow through, let them know you noticed and you value their commitment to excellence. You get the idea. People respond far better to positive reinforcement than they ever will to criticism, and it only takes a little extra effort on your part to make a huge difference to someone else.
It is not easy to create a culture of healthy accountability, but it can be done. The good news is that you do not have to go it alone. Radix Advantage has several resources and tips to help you further explore any of the recommendations above and start off on the right path toward resolving the accountability crisis you may be facing. Problems rarely fix themselves without intervention, so take that first intentional step today!