Accountability in Leadership: Then What?
You've done it! You have all the infrastructure in place for establishing and tracking KPIs/OKRs. Your company has clear goals, and every function within the company understands how they contribute to those overall company goals and success. There's a process for tracking and accounting for the delivery of objectives, you have regular meetings to evaluate how they are being achieved, and tools in place to keep track of where you’ve been and where you’re going. You are absolutely killing it when it comes to ensuring your company can reach its goals, you’ve implemented the best practices to empower your team's autonomy through clear objectives! Nice work!
Oh, but what now? There are folks not meeting their objectives!
I thought "they" (the experts) said that as long as I have a great goals program in my company, we were sure to have success, because every single person would most definitely achieve the goals that they signed up for and agreed to. Well, that's not always the case, so what do you do?
Having the infrastructure for accountability is only one part – one huge, big chunk. And congrats to you for being ahead of the game and caring so much about your organization. But the next part is what do you do with that accountability, especially when folks aren't meeting the expectations of their piece of the pie.
No, I'm not going to say, "Well, obviously, fire them." There are a few things to consider:
First and Foremost - Reassure Your Team
Make it clear that not meeting deliverables the first time out of the gate won't result in penalties. It's important to allow some goals to play out. Create a mechanism, such as documented processes and/or training, that communicates to people that missing targets initially is part of the process.
Evaluate and Assess Thoroughly
When someone isn't meeting their objectives consistently, whether through total misses, non-attempts, or only partially hitting a goal, it's time to conduct a thorough assessment. This means evaluating the goals, resources, management, and the individual. It's crucial to understand that it's not always the individual's fault; various factors can stand in the way of someone hitting their targets. One of the main features of having a robust goal-tracking culture is that you can easily and quickly reverse engineer any goals that are not being met and figure out why they aren’t working, so take advantage of what you have in place.
Evaluate the Goals
Determine if the goals themselves are achievable and aligned with the business. Are they realistic given the current business environment? Sometimes, goals might need to be adjusted to reflect realistic expectations and current business needs.
Assess the Resources
Do employees have the necessary resources to achieve their goals? This includes tools, time, and support. Lack of resources can often be a significant barrier to achieving objectives. Determine some of the following:
Are the necessary tools and technologies available?
Is there adequate time allotted to accomplish their goals?
Are there sufficient support systems in place?
Do you need to hire additional team members?
Assess Management
Consider if there's absentee management at play. Have managers fallen out of the sweet spot of autonomy vs. absenteeism? It's essential to ensure that managers are providing the right level of support, guidance, and oversight. Questions to consider include:
Are managers actively engaged with their teams?
Are they providing the necessary guidance and feedback?
Is there a regular and clear communication channel between managers and employees?
Have managers tried to intervene to enable the success of goals being reached, or have they just let their teams fail?
Assess the Individual
When evaluating an individual's performance, consider these aspects:
Clarity of Objectives: Do they clearly understand what is expected of them? Ambiguity can lead to missed objectives. Ensure that instructions and expectations are communicated clearly and consistently.
Motivation: Are they motivated to complete their responsibilities? Lack of motivation can stem from various sources, including personal issues, workplace environment, or misalignment with their career goals. Engage with them to understand their motivation levels and address any issues.
Capacity: Do they have the capacity to execute successfully? This includes both their skills and their workload. They might be overwhelmed or under-skilled for their responsibilities. Consider if additional training or redistribution of work is necessary.
Support from Leadership: Sometimes, it's not the employee's fault; there might be a lack of clarity or support from leadership. Ensure that they feel supported and have access to the help they need.
By thoroughly evaluating these aspects, you can identify whether the issue lies in the individual's capability, their desire to perform, or their understanding of what’s expected of them.
Decision-Making
Once you've gone through these steps, you need to make decisions based on what you've uncovered. Here are some actions to consider based on your findings:
Resource Issues: If the issue is resources, provide more. Ensure that the employee has the necessary tools, time, and support to achieve their goals. This might mean investing in new technology, reallocating workloads, or bringing in additional help.
Managerial Issues: If the problem lies with management, consider coaching or changing management practices. Managers might need training on providing clearer instructions, better feedback, or more consistent support. In some cases, a change in management might be necessary.
Training Needs: If an otherwise valued employee lacks the necessary skills or knowledge, offer additional training. This could be in the form of workshops, online courses, or one-on-one mentoring. Ensuring that employees have the right skills is crucial for their success and the success of the company.
Motivational Issues: If the employee is unmotivated, try to understand why. Engage in open conversations to discover if personal issues, workplace environment, or career misalignment are affecting their performance. Addressing these issues might involve altering their role, providing new challenges, or improving the workplace culture.
If, after all this, a person still doesn't get it, doesn't want it, or doesn't have the capability, then more significant decisions need to be made:
Development Plans: Create a development plan to help the individual improve. This might include additional training, mentorship, or new responsibilities designed to help them grow.
Role Changes: Consider moving them to a different team or role where their skills might be a better fit. Sometimes, a change of environment can make a significant difference.
Termination: If, after all the support and adjustments, the individual still cannot meet their objectives, termination might be necessary. Handle this process with care and empathy, ensuring that all possible support has been given and that the decision is fair and justified.
Finally, Follow Through on Accountability
The importance of follow-through on accountability cannot be overstated. If you put in the work to establish a culture of goal setting and accountability but do not make decisions or follow through on it, you risk your goals meaning nothing. This can demotivate those who are consistently executing on your team and jeopardize your business's success and ability to thrive.
Accountability is not just about setting goals and tracking them. It's about taking action when those goals aren't met, understanding the reasons behind the shortcomings, and making informed decisions to rectify the issues. This is how you maintain a motivated, effective team and ensure your business continues to grow and succeed.
