3 Rules to Initiate Accountability

In order to build a great practice, it takes a great team, and a key component to that great team is having accountability. Accountability can look like many different things, from creating solutions to problems, showing focus, or admitting errors, but ultimately, it’s when your team members take responsibility for their roles and collective contribution to the success of the practice. That responsibility leads to better performance and stronger trust, so learning to create accountability will set your practice up for long-term success. To help make the journey smoother, here are three rules I use with my practices: 

1. Set Clear Expectations

As the practice owner or leader, it’s up to you to share your mission, vision, values, and purpose for the practice. The important piece here is that you must do so in a way that inspires your team to move toward your vision. The way forward is through setting clear expectations, because when you’re specific about what you expect of your team, it cuts down on the confusion. Like Kirk says, “Specific is terrific; vague is the plague!” Without those expectations, you have no basis to hold anyone accountable, and the other two rules cannot come into play.

2. Reward Consistently

It’s so important to thank people, so when you see team members meeting (or hopefully exceeding!) your expectations, let them know! To receive a simple “Thank you” really fills a person’s cup, as well as encourages more of the behavior that prompted it. Consistent rewarding doesn’t need to be anything elaborate, because it’s often the simplest gestures that are appreciated most:

• A genuine “Thank you” SPECIFIC to a task or topic
• A shout-out at a team meeting
• A personal card or note left at their desk or workstation
• A high five or fist bump

I like to tell my clients to fill out a sheet with their team members’ favorite things on it, because it lets them create a reward that’s tailored to that specific individual. It truly helps them feel seen and heard, and the more you acknowledge them, the more they’re going to show up for you.

3. Correct Consistently

While it’s important to reward team members that meet your expectations, it’s equally important to correct those that are not. And you have to act fast when that happens! I love the equation E-R=C, or Expectations Minus Reality Equals Conflict, and it’s so important in this situation. When there’s a discrepancy between your expectations and the reality, it creates conflict. Left alone, that conflict will inevitably become a crisis. To resolve that conflict before it gets worse, you need to provide clarity through communication. 

This doesn’t have to be a punitive conversation, but rather one in which you simply point out what the expectations were and what actually happened. It’s a gift for the team member, honestly, because it lets them express their feelings on the matter and receive clarity in return. You may feel like your team will hate these conversations, but ultimately, accountable people appreciate receiving clarity.

Remember, creating accountability shouldn’t be viewed as something negative, because you’re using it to build trust and productivity. And it may feel uncomfortable at first, but with some tricks, you can make both reward and correction feel natural. I recommend that you systemize offering praise by intentionally looking for what is going well each day. And when it comes to offering correction, our Courageous Conversations support method—ARCH—is a fantastic tool that you can read about here! 

If you have any additional questions, or simply wish to know more about ACT, reach out to Gina! Or come see us in person on July 12, 2024, at our To The Top Study Club where we’ll be helping leaders learn the skills to lead a happier, healthier team!

Tune in next time as we take a look at some of the secrets to being a great leader!