Question:
When you work in an excuse-driven culture, how do you change the mindset and teach others to become accountable?
Answer:
Unfortunately, the most effective method for me to implement quick changes in attitude is through forcing it. That almost always requires “executing a hostage in front of the firing squad”.
Words are the first step. Accountability has to be taught as an expectation. You tell employees that your business expects them to be accountable, which means doing everything THEY can do to fix a situation rather than concentrating on what someone else should have done to avoid it.
I teach that they only have control over themselves, and they will get the most accomplished by concentrating on what they DO have control of (themself) rather than what they DON’T have control of (others).
Once they know you expect them to be accountable, you have to hold them accountable. That means no exceptions to the rules, no favorite employees who get away with things, and unequal punishment. It also means having pre-determined punishment for violations to documented rules, and making sure employees are taught those rules and sign an agreement to follow them.
Once the rules and the punishments are in place. The only thing left is equal and fair enforcement. Even a tough boss will be seen as fair if everyone is playing by the same rules. The bad attitudes most often come when there isn’t enough accountability, and people are allowed to break the rules. Then, employees who follow the rules are the ones who feel slighted, and they end up being the ones who leave. When rules are fair, and enforced consistently, the bad employees are the ones who leave.
Any time a situation gets bad, I’ve found it’s often necessary to fire someone to get compliance from the rest. This is especially necessary when there has been an extended lack of rule enforcement.
When I observe an “excuse-driven” culture, it almost always means there is a lack of consistent enforcement of the rules.
Brandon O’Dell
O’Dell Restaurant Consulting
www.bodellconsulting.com
blog.bodellconsulting.com
brandon@bodellconsulting.com
Office: (888) 571-9068
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3 responses so far ↓
1 Inez // Sep 21, 2008 at 3:19 pm
I found your article while searching for information about accountability. I am new in a place with 45+ years of history. The current culture is one of lack of accountability: projects not getting accomplished, or timetables slipping, with no notice given to managers, lack of understanding of the financials, and no one asking questions. I find your insights very valuable and would like to hear where I can get more advice.
2 admin // Sep 21, 2008 at 5:48 pm
You can reach me by telephone or email at the contacts just above your comment at the bottom of the article. Good luck with your venture! This business is a tough one but can be incredibly rewarding too!
3 MasterChef Consulting // Dec 12, 2008 at 5:56 am
Right on the money. As a chef/owner I must set the expectations and then follow up. That lack of accountability in some operations, as noted by Inez, is a huge problem. It is imperative that we establish the expectations and as you state, treat everyone as equal in regard to what is expexted and being accountable. And yes, there are times that I have to make a move and release someone….but to do or say nothing will undermind everything that we are trying to accomplish. If I do or say nothing when there is a problem, then I am as good as saying that there is no problem and that not being accountable and responsible is ok.
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