Accountability is defined by Webster’s Dictionary as “the obligation or willingness to accept responsibility for one’s actions or duties.” But in the realm of leadership and organizational management, it’s more than a definition. It’s a crucial practice that ensures people meet their responsibilities and maintain high standards. So how do we hold others to these standards effectively? Here’s an in-depth exploration of accountability, its types and how to use them in practice, with a special emphasis on the importance of follow-up.

The interplay of leadership and accountability

Leadership and accountability are intertwined. Effective leadership fosters an environment where accountability is not just an expectation but a natural outcome. It’s important to recognize that there are different types of accountability, each with varying levels of effectiveness. These types are necessary at different times and in different contexts, and what works today might not work tomorrow. Thus, understanding and adapting these methods is crucial for successful leadership.

Types of accountability

Self-accountability

• Attributes: Self-accountability is the most effective form of accountability. It stems from an individual’s internal drive to meet responsibilities and adhere to standards. This type of accountability is a byproduct of effective leadership, and should be considered from the hiring process onward.
• When to use: As often as possible. Self-accountability should be the default mode of operation within a well-functioning team or organization.
• How to use: Implement decentralized command by setting clear expectations, explaining the rationale behind decisions and empowering team members to make their own decisions. This approach not only promotes self-accountability, but also fosters a culture of trust and autonomy.

Peer accountability

• Attributes: Peer accountability involves colleagues holding each other responsible. It’s the second-most effective type of accountability and reflects a strong organizational culture. However, it can be susceptible to issues like hypocrisy if not managed carefully.
• When to use: Peer accountability is effective for initial corrective actions, training, safety protocols and cultural change. It’s particularly useful in environments where mutual support and collaboration are emphasized.
• How to use: Leverage individuals who demonstrate self-accountability to foster peer accountability. Encourage open communication among team members and allow peers to execute their roles with minimal interference, which helps reinforce a culture of mutual responsibility.

Authoritative accountability

• Attributes: Authoritative accountability, though generally the least effective on its own, becomes necessary in certain situations. It involves leaders directly managing and enforcing standards when other forms of accountability are insufficient.
• When to use: Use authoritative accountability when dealing with new employees, setting new expectations or addressing long-term employees who resist change. It’s essential for corrective actions and managing situations where other methods have failed.
• How to use: Approach authoritative accountability with a calm and composed demeanor. Ask probing questions to understand the root causes of issues and aim to transition back to self or peer accountability as soon as possible. Use authoritative measures as a temporary tool, not a permanent solution.

Crucial role of follow-up

Effective accountability doesn’t end with the initial enforcement. Following up is essential, especially after authoritative accountability, to ensure that the desired changes are implemented and sustained. Here’s why follow-up is so important:

Ensures compliance and progress

• Purpose: Follow-up provides an opportunity to verify that the individual or team is adhering to the new standards or changes that were implemented. It allows leaders to assess whether the issues have been resolved and the expected outcomes are being achieved.
• Method: Schedule regular check-ins to review progress, provide feedback and address any ongoing challenges. This helps keep everyone aligned and accountable for their responsibilities.

Reinforces accountability

• Purpose: Consistent follow-up reinforces the importance of accountability and shows that the leader is committed to ensuring that responsibilities are met. It helps maintain focus and prevents issues from reoccurring.
• Method: Use follow-up meetings to discuss progress, acknowledge improvements and reiterate the importance of adherence to standards. Recognize and reward positive changes to motivate continued compliance.

Facilitates continuous improvement

• Purpose: Follow-up provides insights into how the initial accountability measures have impacted performance and what adjustments might be needed. It promotes a culture of continuous improvement by encouraging ongoing development and adaptation.
• Method: Gather feedback from the individual or team about what worked well and what didn’t. Use this information to refine processes and make necessary adjustments to improve future accountability efforts.

Builds trust and credibility

• Purpose: Effective follow-up demonstrates that the leader is invested in the success and development of their team members. It builds trust and shows that accountability is part of a supportive and constructive process rather than a punitive one.
• Method: Approach follow-up with empathy and a genuine interest in helping individuals succeed. Offer support and resources to overcome any obstacles and ensure that individuals feel valued and understood.

Implementing accountability in practice

Scenario 1: New-hire performance

• Approach: Begin by engaging peers to ensure they are supporting the new hire and that expectations are clearly understood. If performance issues persist, employ authoritative measures to address specific gaps. Follow up regularly to assess improvement, provide additional support and ensure sustained adherence to performance standards.

Scenario 2: Long-term employee resisting change

• Approach: Initially, use authoritative accountability to address resistance due to established relationships and long-standing practices. Clearly communicate the new standards and the rationale behind them. Follow up with the employee to discuss their adaptation process, provide feedback and reinforce the benefits of the change.

Scenario 3: Inconsistency in following protocol

• Approach: Start with peer accountability by discussing protocol deviations with colleagues to understand the underlying issues. If deviations continue, implement authoritative measures to enforce compliance. Follow up to ensure adherence, address any persisting issues and support the team in maintaining consistency.

Evolving nature of accountability
Accountability is not static; it evolves with the organization and its needs. What is effective today might not be tomorrow. Leaders must continuously assess and adapt their approach to accountability, being ready to shift strategies as needed. Regularly revisiting and refining accountability practices ensures they remain relevant and effective.

Conclusion

Mastering accountability requires a nuanced understanding of its various forms and strategic application. By effectively utilizing self, peer and authoritative accountability, and by diligently following up on progress, leaders can foster a culture of responsibility and high performance.

The ultimate goal is to create an environment where self-accountability thrives, and where leaders can adeptly use the right tools for the right situations. With this approach, leaders can navigate challenges effectively, drive their teams toward success and ensure that accountability translates into meaningful and lasting results.

David Joseph is a Certified Arborist and co-owner and director of sales for Joseph Tree Service LLC, an accredited, 12-year TCIA member company based in Dublin, Ohio. This article was based on his presentation on the same topic at TCI EXPO ’23 in St. Louis, Missouri.