support & accountability top tips
SUPPORT VS. ACCOUNTABILITY
Once, in my mid-20s, I had the audacity to question a corporate finance executive about how his behavior had changed toward me after being promoted. His answer surprised me. He said, "Every job has a balance of support and accountability, Cara. My new job shifts that balance - I am now 98% accountability and 2% support because I review reports all day and point out my concerns to those responsible for performance."
This was the beginning of a new way of looking at my job - which, at the time, was about 50/50 support/accountability. Now, 15 years later, I still think about this concept. Both support and accountability are required to drive results, so understanding your role in this respect is critically important.
Support includes activities like education, 1:1 time, tools, communication, setting expectations, and other activities that help individuals achieve their goals. Accountability, on the other hand, facilitates individual responsibility including leveraging reports to ask tough questions, ensuring deadlines are met and that rules are enforced.
In the education field, our job is almost 100% support. What about yours?
#support #accountability #leadershipexcellence
EXPECTATION SETTING
As a young leader, a new employee on my team was struggling to manage her schedule. The problem was so significant that executives would call trying to find her more than 20 minutes after important meetings she was leading should have started. Our colleagues felt increasingly disrespected, and it was clear I must address the problem.
When I shared the feedback that chronic lateness was impacting relationships and ultimately her effectiveness, she was incredulous. She said, "In my old job, if I was running late, my boss would have trusted that I prioritized my time appropriately." I wasn't getting through to her.
Frustrated, I connected with a coach for advice. My coach at the time said to me, "Have you shared your expectations with her?" Now, it was my turn to be incredulous. How could someone in a corporate leadership role require instructions to understand that she should be on time?! She responded, "You are right. It is ridiculous, but the fact is that the best way for someone to meet your expectations is to know what they are."
While I still find the whole situation absurd, I also realized that my coach was right. Now, I share my top 10 expectations with new team members - and I let them share their expectations with me too! Everyone is unique and you might be surprised how easy it is to meaningfully improve relationships with your team just by listening and communicating.
#support #accountability #expectationsmanagement
MONITORING PROGRESS
Now that you understand the expectations, it's time to track progress towards the goal. It's critical that everyone is on the same page to understand if we're making forward progress, or need to course correct.
To do that, make sure the whole team can answer these questions:
What reports are we using to measure progress?
-What level of detail? Where do these live? Are these pushed out to the appropriate team members?
Who is reviewing these and what is their role?
-The leader accountable for the performance? Supporting resources? The manager holding the team responsible?
How often are we discussing results?
-Weekly? Monthly?
What forum are we using to discuss performance?
-1:1 meetings? Monthly operating reviews?
#measuringproductivity #measuringperformance #reporting #support
FEEDBACK IS A GIFT
Feedback is a gift. Isn't that what they say? Well, why doesn't it always feel that way?
Having the respect to challenge a colleague while coming from a personal caring perspective is the key to #RadicalCandor feedback.
Top Tip: if you trust the person providing feedback cares about you personally, consider their perspective - even if you aren't ready to consider it until a few days afterward. Feedback is information that can help the recipient, even if the person providing the feedback has a questionable perspective!
#support #accountability #feedbackwelcome #themoreyouknow
YOUR ACCOUNTABILITY STYLE
While the balance of support and accountability in your work life is largely determined by your current role, you have much creative freedom!
Some style questions to consider for each role category include:
ππ£πππ«πππͺππ‘ πΎπ€π£π©π§πππͺπ©π€π§ - How do you receive feedback? Positive? Constructive? When you feel resistant to information about how you are perceived, what do you do next? How do you interact with coworkers - those who align with your tendencies and those who do not? How do you provide feedback?
πππ£ππππ§ - What is the difference between a leader and a manager to you? Which are you? What does guidance look like? Coaching? How do you handle disappointments for your team that are beyond your scope of control? When you are frustrated with a member of your team, how do you provide feedback? (Ideaπ‘: "Feedback Fridays" are a practice that many use to ensure that non urgent, but important, feedback stays top of mind during busy times) How do you receive feedback?
πππππͺπ©ππ«π ππππππ§π¨πππ₯ - How do you think you are perceived at work? Do you care? Many of your peers also care, but report experiencing such a fast paced work life that they often miss the gist of important interactions. If this is you, how do you seek feedback from those who may not feel safe to provide it?
(Ideaπ‘: 360 Analyses can provide valuable insights to executives about how their behaviors impact others. Note: this can be painful, but very valuable in the long run!) Do you have conscious habits around feedback and course correction? Does your feedback allow enough time for your organization to course correct?
βοΈ Remember that feedback, and other thoughtful communication with coworkers, is a critical piece of providing both support and accountability!
What support and accountability practices have you found valuable in your role?
#support #accountability #leadershipstyle
MANAGING THROUGH INFLUENCE
One of the most challenging aspects of leadership is holding others accountable - especially when they donβt directly report to you! However, this is a very common occurrence in healthcare, particularly when you have corporate resources responsible for both support and accountability for their hospitals.
1) Show You Care: It's more than setting targets; it's about understanding and supporting your leaders. Ask your leaders if they understand what's being asked of them, and if they have the resources needed to get there. If the answer to either of these is "no," you've got some work ahead of you!
2) WIIFM Approach: "What's In It For Me?" is a strategy used to motivate and engage individuals by highlighting the personal benefits or incentives they will receive from achieving a certain goal or undertaking a particular task. In the context of support and accountability, the WIIFM approach involves discussing with leaders how reaching a specific goal will benefit them personally, whether through improved patient outcomes, enhanced team dynamics, career advancement opportunities, or other rewards. Engage your leaders by highlighting how achieving goals benefits them, whether it's their patients, team, or the hospital system.
3) Leverage Project Plans: Utilize project plans and heatmaps to streamline accountability. It can be helpful to make the project plan "the bad guy." Once you and your leader have agreed on the action items, owners, and due dates, let the project plan do the talking!
#HealthcareLeadership #Accountability #StrategicLeadership #HealthcareManagement