Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior, Second Edition by Kerry Patterson, Joseph Grenny, Ron Mcmillan, Al Switzler and David Maxfield is an important book on how to define and establish accountability in a whole host of settings which focus on the workplace. Nonetheless, many of the strategies contained in the book apply at home, too. In fact, the authors point out that broken promises cause many divorces.
The authors explain practical ways to hold people accountable. For instance, productivity should be benchmarked with milestones. Generally speaking, the top employees have the knowledge of the inner workings of an organization to hold others accountable. In brief, workers need to be aware of the gist of infractions, patterns of non-performance and the differential impact on the relationship quality with peers and management.
Employees charged with supervisory responsibilities must be flexible. Notes on chronic problem areas should be kept so that each issue can be dealt with methodically. New issues should be introduced when others have been reviewed thoroughly. There should be a plan for corrective action and followup. Lastly, gaps between expectations and observations of critical incidents should be set forth so that measurable goals can be identified and worked on in a logical sequence.
The authors discourage the raw use of power as a motivating factor. In fact, too much force can cause relationships to deteriorate. Instead, people in charge should explore the natural consequences of non-performance with appropriate links to the existing value systems set forth in the organization or work group. The best managers usually explore varied solution sets and articulate potential roadblocks while discussing gaps in accountability and delays in meeting commitments.
Crucial Accountability is an important resource for professionals throughout an organization. The presentation is well written and easy to understand. The advice is practical and doable.Powered by Sidelines