The Accountability Conversation

Dimageealing with performance issues is the most important duties we have as managers. It is one that no one enjoys. There is a simple five step process that will allow you to deal with any negative behaviour and hold people accountable. It forces the individual to explain why they didn’t comply with policies or why goals weren’t met rather than you explaining why the policies or goals were set and why they are important.

The basis of the conversation is that the individual understands and is aware of the policies and goals of the organization. I the case of the departmental goals, they were a part of the goal setting process.

The conversation should always take place in private.

Step 1. State what you observed. What did you see the person do? What did you hear, words and tone, when they were speaking to a staff member, fellow manager or customer? What is the variance from the agreed upon goal that was mutually set? What was reported to you? The conversation should open wit the words: “I saw.. ” or “I heard….” or “It was reported to me…” It is critical the the focus is solely on the inappropriate observed behaviour. Do not say anything like “I would like to talk about your negative attitude.” You can not determine anyone’s attitude. You can not manage attitude. Bad attitudes are manifested by bad behaviours. We can manage behaviours. We should set organization wide behavioural standards. Once we’ve done this, we can hold people accountable for their bad behaviours.

Step 2. Wait for a response. Do not speak. Let them respond. This is not easy to do.

Step 3. Remind them of the policy or missed goal. Let them explain their behaviour. They may try to divert the conversation. Remember to bring them back to their behaviour. Ask them what they are going to do. Do not attempt to justify the policy. or goal. The focus should be why they didn’t follow policy or reach he goal.

Step 4. Wait for a response. Let them respond. Do not speak. This is not east to do.

Step 5. Agree on a plan. They should tell you what they are going to do and when that will start. The words must come from their mouths. If you tell them what to do and by when, it’s your plan not theirs. If the behaviour continues, he conversation starts by your saying:”We discussed this issue and you stated you were going to…” This now puts the person in the position of explaining why they didn’t do what they had agreed to do.

This is a simple and powerful tool for holding people accountable.

What Others Have Said…

Michael developed a LEAN program for our hospital. This involved training both managers and front line staff in LEAN and its application in every department. Two LEAN projects were conducted in an effort to reduce inventory. There was a reduction of $135,000 in pharmacy inventory and $200,000 reduction in OR inventory."
Richard E. D’Alberto, FACHE
President & Chief Executive Officer
Laurens County Hospital

"Michael is a great speaker. He is inspirational and knows his trade."
Lynn Yarbrough

"Great quality- appreciate his openness to field question on the spot"
Rita Jones
CEO, Dundy County Hospital

"Michael is an outstanding, knowledgable speaker, keeps the flow going an involve the audience well."
Stephen Stewart
CEO, Artesian Valley Health System

"I like the process in implementation"
Brad Langdorf
VP Clinical Services, Community Hospital

“Michael is an excellent speaker. Content is exciting and educational.”
Mollie Heisel
Human Resource Coordinator
Brown County Regional Health Care
“Very good; usable; informative; real; encouraging”
Valerie Gigolyk
Loewen Windows

“Without your personality, coaching and spirit, we wouldn’t have made it so far.”
Ann Corrigan, RN
VP of Patient Services
Henry County Health Center

“We are utilizing the information on a regular basis. It has been exciting to see this growth.”
Pat Hales , Director of Quality and Educational Services Misericordia Health Center

“Excellent speaker- funny yet seriously important to improve our daily lives.”
Rebecca Ricartti, HR Director
Pacific Alliance Medical Center

“Michael is fantastic. Keeps the learning Entertaining and interesting.”
Stephen Stewart CEO
Artesian Valley Health System

“Great. Enjoyed the session.”
Curtis Hawkinson CEO
Community Memorial Healthcare

“Very clear and concise presentation. Always includes stories that make you think.”
Heather Greenwood, Med Tech
CHI St. Alexius Health

“Michael is a great presenter and presented he content in a manner that made it interesting and useful.”
Lynne Yarbrough, OR Director
Johnson Regional Medical Center

“Knowledgeable and energetic.”
Valerie Hangman, QI Coordinator
Providence Medical Center

I was impressed by the content and the clarity of the speaker.”
Jennifer Russell
Government of Manitoba

“Excellent quality, excellent information & keeps his agenda enthusiastic and timely.”
Terri Davis, RN
Providence Medical Center

“Dynamic speaker who leads the group to discover the answers for themselves.”
Jeff Dolan
Canada Cases Ltd.

“Mike is inspirational. A Great Motivator.”
Glen W. Buckler
Two Small Men with Big Hearts

“You have to see Michael Bayer’s presentation.”
Lois French

Investors Group

“Excellent speaker with an important message”
Rob Vineberg
Regional Director General
Citizenship & Immigration Canada

“Excellent speaker- funny yet seriously important to improve our daily lives.”
Rebecca Ricartti,
HR Director
Pacific Alliance Medical Center

“Fantastic! My cheeks hurt from laughing so much, yet I also gained so much knowledge too! Thanks!”
Daiva Griese
One Legacy

“Excellent, worthwhile. It was as good as it gets.”
Stephanie Bloodworth
Case Manager, New Directions

“Fantastic speaker. Great for any industry.”
Ron Farmer
Personal Banker, CIBC

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