By: Lindsay Splichal
We’ve all heard the phrase “teamwork makes the dream work”. But what makes a good team? How do you make sure everyone is accountable for the success of the business? How do you give feedback? How do you handle those that do not produce?
According to the Harvard Business Review’s “The Right Way to Hold People Accountable” Peter Bregman states, “Accountability is not simply taking the blame when something goes wrong. It’s not a confession. Accountability is about delivering on a commitment. It’s responsibility to an outcome, not just a set of tasks. It’s taking initiative with thoughtful, strategic follow-through.” In order to achieve accountability you must make sure the whole organization has clarity on the goals and understands how each and every person is able to make an impact. They must be measured in a fair and trackable way. If the goals are clear and there is a part of the team that is lacking in accountability then it is important to recognize this and make sure you are able to give constructive feedback that will allow an individual to improve. Anger and frustration are not the answers. In order for accountability to be successful leadership must be prepared to handle the consequences-good or bad. Rewarding those that meet the goals and releasing tasks from those that do not are essential in making sure accountability is beneficial.
Here at IDO, we’ve taken steps to ensure our whole team is educated and open to learning new skills that allow us to provide the best customer service possible to our clientele. As Lee mentioned in her previous blog, we have embraced open book management for a level of clarity on the business financials with the help of The Great Game of Business. In another area of expertise, part of our team has been committed to the onboarding process by developing training binders that help guide new hires on customer specific processes. We’ve also recently led numerous training sessions on specialized laboratory and move management processes. These sessions continue to educate our entire staff and therefore hold people accountable to learn the services & processes that make our firm unique.