Lately there has been a great deal of talk about accountability but does anyone really know what it means? The word accountable means to render an account. It surely seems that’s how the majority of people view accountability, – rendering an accounting for one’s actions.
But it seems so reactive. It’s after the fact it comes about, after the damage has been done. It implies that one should have known or anticipated the potential for failure and because you didn’t you will be held accountable and punish for your lack of foresight. It’s as if accountability = punishment. Is there any wonder why people shy away from taking a leadership position?
Developing an environment where people are encouraged to act in a proactive manner where accountability is viewed the way the authors of The Oz Principle define it, “A personal choice to rise above one’s circumstances and demonstrate the ownership for achieving desired results.” Will provide the encouragement people need to view accountability as something not to fear but rather embrace. (http://tawilsonassociates.com/wp-content/uploads/2009/10/Ten-Steps-to-Convincing-Your-Team-That-Accountability-Isnt-a-Bad-Word.pdf)
When Messrs Connors, Smith & Hickman laid out this definition they provided us with the means to view accountability in a proactive manner, that would – hopefully – lead to people taking the initiative to move forward because they were empowered and did not have to wait to be told what to do. It’s this type of accountability that gives us the stories about Nordstrom employees, who wrap Christmas gifts for customers, bought at other stores, or how a Ritz Carlton hotel manager flew to a customer’s house to deliver a reimbursement check because their hotel laundry failed to remove a stain from the customer’s suit before he left.
To invoke this level of accountability requires a management team that encourages individuals to take ownership of the situation. To be willing to move proactively and not fall back on the common refrain, “it’s not my job.” It means that the management team must clearly lay out what they mean by accountability. It means that they demonstrate – by example – the type of accountability they expect from their direct reports.
By being exemplars of the proactive accountability they are showing they indeed know what accountability means.
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