Editorial
Welcome to Courage Coach, where expert columnist Karin Hurt answers readers' tough leadership challenges with practical tools and techniques you can use right away. Have a question for her? Drop her a line!
__________________________________________________________________
Dear Courage Coach,
Last year I took over a new team. I didn’t want to come across too strong too soon. Now I know that was a mistake. We have several team members who are just not accountable. So how do I start holding them accountable now when I’ve overlooked the sloppy habits before? How can I tell them what was acceptable in the past isn’t good enough now? How do I reset expectations without coming across as a jerk?
Signed,
Ready to Raise the Bar
Dear RTRTB,
Thank you for your courage to make a bigger impact. Here’s the good news: I’m quite confident that you’re not the only one who wants to fix this. No high performer wants to work on a mediocre team. If they haven’t said so already, my guess is your best team members go home and vent to their spouse, friend or labradoodle about how they wish you would do something about those slackers.
You’ve got this. Here’s where I’d start.
How to Reset Performance Expectations
1. Dive Into the “Why” Behind the Shift. For example:
- “While I was hesitant to overhaul things immediately, I’m confident this team can do much better at __________. And here’s why it’s so important _________.
- “I recognize I may have fallen short on ensuring accountability in the past. But today, a new chapter begins. I’m committed to you, to our collective success, and to delivering unparalleled value to our customers.”
- “Our performance is suffering, and we need to do better. Here’s why.”
Resetting expectations isn’t just a process; it’s a commitment. By owning up to past mistakes and outlining a clear path forward, you can bolster your credibility. However, words without action can damage trust. Be genuine, be consistent and be ready to elevate your game and follow through.
2. Define Success
Next set clear expectations of what success looks like. Be specific. Avoid vague phrases like “it’s time to raise the bar.” Or, “I need everyone giving 110%.” If you need your sales team to make five sales calls a day instead of three, say that. If you need 100% compliance to safety standards, say so, and explain the consequences of that not happening.
3. Focus on the How
Once you’ve defined success, then ask your team for their ideas on how to make that happen. Phrases like “We’ve got to get to 95 or else,” aren’t particularly motivating or helpful. Help your team identify the specific behaviors and habits that will lead to success.
You can ask them a courageous question about what might get in the way: “What’s one roadblock that could prevent you from achieving this goal?”
3. Equip Everyone With the Basics of Team Accountability
You don’t have to do this alone. The best teams practice team accountability. Our I.N.S.P.I.R.E. approach to holding accountability conversations is an easy way to do this.
Begin with a clear intention, then get curious about what’s happening and how to fix it, and close with a commitment.
4. Reinforce Expectations
If your team is a rock band, you are the drummer. Keep the new accountability commitment in front of them. Communicate your expectations and the habits to achieve them, five times, five different ways.
Related Article: How to Deliver Communication That Sticks
5. Celebrate Every Success
You get more of what you celebrate and encourage, so be on the lookout for acts of accountability, especially when a team member holds YOU accountable. Stop the meeting, congratulate them, draw attention to it, encourage and celebrate the team for holding one another (or you) accountable. Then return to the meeting.
Conference
Sep
16
HR Tech Conference Las Vegas 2025
Register
Conference
Oct
27
Gartner HR Symposium/Xpo Orlando 2025
Register
It’s never too late to begin practicing team accountability. When you take responsibility, reset expectations, equip your team to practice accountability and celebrate as you practice new behaviors together, you create a foundation for transformational and breakthrough results.
Learn how you can join our contributor community.
