Accountability is ‘an obligation or willingness to accept responsibility’. When accountability is low, we get higher rejection-rates, repetitive equipment break-downs and missed customer dead-lines. There is a two-pronged process to increase accountability, to get everyone taking care of their work and taking ownership of the business needs. These processes involve work-culture change and people-skills development. Key work-culture initiatives that work include the following, each with just one of many examples…
Effective Work-culture Change:
- Respect: a safe, light environment where you would be happy to visit with your family
- Co-dependency: teams and virtual teams that account to one another
- Communication: A no-fear approach to sharing how business decisions are being made and why
- Measurement: Real-time updates on key indicators of performance and accountability to these
- Behavioral Norms: Total adherence to adult and humanistic behaviors
- Carrots & Sticks: Poor managers only have sticks; good ones have carrots and use them.
Key People skills, especially for supervisors are:
- Listening, Questioning, Coaching: Involve people, so they feel part of the solution, not the problem
- Praise: Younger people leave if you do not praise them; it’s free, give regularly
- Flexible use of 1-2-1 and team feedback: Be sensitive to undermining staff, build up, not down.