Serena is appalled by lack of accountability and Marcus passes the task of remedying the situation to Carol, who calls a snap meeting with everyone including Carlos the cleaner. People seem confused when Carol challenges their understanding of accountability, yet she secretly confesses her own misunderstanding. The new guy, Sam, provides a clear and unequivocal definition that saves the day.

Serena has come in from Head Office and is appalled by the lack of accountability in the regional office. She leaves Marcus with the challenge that his entire office must become accountable. Marcus passes the task of remedying the situation to Carol, who panics and calls a snap meeting with the entire team (including Carlos, the cleaner). She canvasses the team for their collective understanding of what accountability is, only to find a lot of confusion. She confesses privately that she was not sure of the exact meaning of accountability, but is saved by the new guy, Sam, who provides a clear and unequivocal definition.

  Key Learning Points

“Managers expect their people to be accountable. Accountability starts at the top.”

EVERYONE MUST UNDERSTAND ACCOUNTABILITY

Don'tassume accountability is understood
INSTEAD: Share examples to make it clear

Don'tblame and threaten
INSTEAD: Agree what is expected of everyone

Don'tdemand on-the-spot commitment
INSTEAD: Share pride in being accountable

Don’tassume everyone will be accountable
INSTEAD: Review and reward achievements