Most managers have some confusion about “accountability”, but one manager I talked with recently takes the cake. Howard complained about the poor quality of employees, saying that his (mostly young) staff people are “not accountable”. “They just do the work they think they should do, but they are not accountable for their results,” Howard explained, summarizing our 20-minute conversation about his office problem.
Three things are missing from this logic:
- Howard seems to think that accountability is an inborn trait that people either have or don’t have. When I asked him how he would know if his people were “accountable for their results”, he said, “They would report results to me on a regular basis.”
- Howard didn’t specify exactly what results he thinks they should report. If they are doing “the work they think they should do”, then what reporting does he expect? A report on the results they think they should be producing?
- Howard has exempted himself from any responsibility for establishing accountability as part of his management practices. In fact, I didn’t hear any management practices at all in our conversation about accountability.
Accountability requires both Performance and Closure Conversations. With no clear management request for specific results, there is no accountability. With no clear management request for a schedule to report on those results, there is no accountability. With no employee reports – feedback to the manager on what was actually produced – there is no accountability. Accountability requires being specific about what and when to count, track, and report.
Poor Howard. He prefers to rely on Authority, which is only a hierarchical position with a title of some sort given by his higher-ups. That will never help him build accountability in his unit. But he doesn’t think he needs to do that anyway.
Howard insisted “They should know their jobs”, and refused to clarify expected results, much less set up a weekly report-out meeting, or have employees update a team-customized “results scoreboard”.
“Too much work,” he said. “I shouldn’t have to do that.” Then he went back to complaining about “young people today”.