Accountability

It’s the Baby Boomer’s belief that for every stimulus there is a response and for every decision there is a consequence. A successful sustainable existence requires a well-defined structure where goals are set and performance is evaluated. The key or let’s say the glue to keep this structure together is accountability defined as the willingness to accept responsibility for one’s performance and, thus, be held accountable for their actions.

It’s extremely disappointing that today accountability is lacking in almost every aspect of our society. It’s basically non-existent on a daily basis in our personal lives, within our families, in business, and in local, state, and federal government, as well as, in the media.

I’ve been taught the “3 C’s” of accountability are clarity, communication, and consequences. It’s all about setting clear and concise expectations, opening the lines of communication, and one’s actions having both positive and negative outcomes. More specifically, clarity ensures expectations, goals, and responsibilities are clearly and concisely defined and understood by all those involved. Communication needs to be both ways being both open and honest in order to facilitate dialogue, feedback, and updates on progress. Consequences result in a system of both positive and negative outcomes being linked to action thus reinforcing accountability and desired behaviors resulting in desired outcomes.

As a manager, the Baby Boomer became very disciplined by practicing daily self-discipline in being organized, having the ability to plan and implement the plan, establishing open lines of communication, and consistently following up each and every day in order to establish accountability. Let’s be honest, most of us are lazy and we do as little as possible to get by. Granted this wasn’t necessarily the case “back in the day” with our older generations, but our youngest generations have been cradled all their lives and through the advent of technology rail against conforming and lack work ethic. Additionally, there once existed a sense of loyalty exhibited by both the company and its associates. Today, companies have lost so much of their corporate culture with them gobbling one another up and associates switch jobs as often as they change their underpants. No wonder folks like me who have a high level of expectations, especially as concerned with outstanding service, are often disappointed. It really comes down to just a lack of accountability.

I’m sorry, but when I walk into an establishment today, I’m reminded of what Forrest Gump’s mother would say that “life is like a box of chocolates, you never know what you’re going to get” and as Forrest would say, “that’s all I have to say about that”! It’s all about a lack of conformity and a lack of consistency as the practice of accountability is virtually non-existent. Yes, please call the Baby Boomer “old fashioned” and “old school” who’s very much set in his ways. I truly don’t believe I would survive in today’s business environment as the King often reminds me of, but If for some reason, I was forced back into the workforce in a position of responsibility, you’d either be “on the train or off the train” with no middle ground as there would be clarity in defining expectations, open lines of communication, and consequences for one’s performance.

Throughout my career, I found myself in positions of responsibility where I was identified as a leader and a leader with leadership skills. Yes, you can train people to be leaders, but you cannot train people to have leadership skills as that’s only found in a few–you either have it or you don’t and most don’t. As a loner, it was easy and I found it wise not to socialize with people I worked with as, at some point in time, I may have to discipline them concerning their job performance–accountability.

I don’t know about you, but for me today when I walk into a store, I see associates who are slovenly dressed with all lengths of hair exhibiting many different colors, I see unkept facial hair, I see frowns instead of smiles, I see a lot of standing around instead of working, I see customers not being greeted, I see long lines with no sense of urgency. What I don’t see is any defined structure, any set expectations, or any accountability. More importantly, I seldom see any management roaming the floors just practicing managing by walking around (MBWA).

Way, way, way “back in the day” when swords were a popular weapon, accountability was swift and I’d say severe. Crime was virtually non-existent way back then due to this form of accountability. For instance, if someone was caught stealing their hand was just merely lopped off. Hmmm, I bet that certainly got everyone’s attention.

Certainly, today that type of accountability would be deemed excessive. During my career, I talked a lot about integrity and my definition of it was broad and wide. If a team member committed to accomplishing a goal by a certain deadline and, for some reason, was unable to keep their commitment and failed to inform me in advance, I would consider that to be an integrity issue and some sort of accountability would take place.

Accountability is normally thought of in a negative way as punishment for not doing what you’re supposed to do. Folks who are disciplined and practice self-discipline meaning, doing what you’re supposed to do when you’re supposed to do it even when you don’t want to do it, seldom face accountability in a negative way. No, on the contrary, these folks are, instead, held accountable in a very positive way by receiving recognition. Being properly recognized builds teams and raises their morale.

Positive accountability by being recognized is a powerful force in the workplace. Let’s be frank, poor performers are held accountable in a negative way while outstanding performance earns positive accountability through appreciative recognition. There are times, though, when consistent performers who meet expectations believe they should be rewarded. Our children, the King and Baby Bear, seemingly thought they should be consistently rewarded for doing what they were supposed to be doing. The reality was rewards were only earned by exceeding doing what they were supposed to do. Positive accountability via recognition can be exhibited in many ways. For me a simple thank you in a handwritten note went a long, long way.

Knowing 95% of those in leadership roles lack leadership skills, those who fail to hold their associates accountable will never be truly successful and will never earn the respect from their folks. Nothing is more irritating than seeing a leader run away from confrontation. Instead of doing what they’re uncomfortable in doing, they run away from it not doing what they’re supposed to do (undisciplined) and sweep the situation “under the rug” hoping it will go away. Of course, it doesn’t go away, it always gets worse, festers, and finally explodes! This is completely unacceptable, but in today’s workplace is seemingly the norm and acceptable–extremely disappointing!

Until accountability is once again practiced in our personal lives, within our families, in business, in our government, and within the media, we’ll continue to accept less rather than demanding more and that’s a real shame!!