Accountability is a balance between showing empathy and holding boundaries. Often, we struggle to hold our teams accountable because we're worried about going too far one way or the other. Am I being too tough that I am like a tyrant OR am I letting them get away with everything? Finding the balance can be difficult, but it starts with setting and communicating clear expectations.
Expectations are important because they become the agreement upon which you can base all else. As an example, in some organizations, there is a clear start time for work. When a person works shift-style work such as manufacturing shop floors, restaurants, or retail, this is typically communicated very clearly both in words and action. In office environment, however, where the shift is less clearly defined and there is often work that carries on beyond the normal shift, the start time can be a bit more blurred, and if not communicated, can become a problem. One employee may feel that, because they typically stay late, that coming in a bit later isn’t an issue; whereas another employee feels that the start time is critical. This discrepancy can create an issue amongst the team, that, if not dealt with properly, can cause distrust that inhibit productive work.
Once the expectations are clearly understood, holding people to them should be easy, in theory, but this is where the balance comes into question. Not every issue in every organization is black and white. This is where empathy is important. In an organization where start time is critical and someone is continually showing up late, then they must be held accountable, but with empathy.
You show empathy by clearly stating the issue and then asking them to tell you about it. This gives them the opportunity to speak to you about any issues that are preventing them from meeting this expectation. It may be that they are just struggling getting out of bed and this becomes a coaching moment where you can discuss and commit to an action that will help them. It may also bring to light that they are feeling disengaged with their work either due to an environmental issue (i.e. fighting with a co-worker) or that they are working outside of their Working Geniuses. As a leader, you may be able to help with both situations, correcting the lateness issue and improving productivity.
The other side of the coin may also be true – you may not be able to help with the situation. Empathy also shows up here. You may be able to make a short-term accommodation to help with a specific, short-term issue, but if something is long-term and they are not willing or able to change the situation, then having that conversation and coaching them through a transition is also helpful to them in the long-term.
Showing empathy does not mean that you’re being wishy-washy. Empathy is understanding someone else’s perspective, not necessarily agreeing with it. When you show empathy, you’re simply treating that person like a human.
Holding people accountable within the boundaries of your organization makes people feel safe, improves teamwork and productivity, and allows people to feel comfortable taking risks. It’s a simple concept, but it does take practice and some trial and error to get the balance right. Keep working at it and you’ll clarify your accountability.
Want more insights on accountability? Listen to the latest episode of the Business Building Blocks Podcast.
Comments