Keeping Employees Accountable for Results

BRIAN COLE MILLER is the principal of Working Solutions, Inc., a management training and consulting firm whose clients include Nationwide Insurance, Kellogg's, and the Ohio State University. He is the author of Keeping Employees Accountable for Results and other popular books.

• CONTENTS Acknowledgments ix Introduction: The SIMPLE Approach to Accountability 1 Chapter 1. SET EXPECTATIONS 7 Step 1. Determine what your organization wants to accomplish. 7 Step 2. Determine what part of your organization's success is your team's responsibility. 13 Step 3. Determine what part of your team's results you will hold each individual accountable for. 14 Step 4. Determine who should write your employees' goals. 16 Step 5. Use SMART to define each employee's responsibilities with goals that are Specific. 19 Step 6. Use SMART to define each employee's responsibilities with goals that are Measurable. 22 Step 7. Use SMART to define each employee's responsibilities with goals that are Action-oriented. 26 Step 8. Use SMART to define each employee's responsibilities with goals that are Realistic. 29 Step 9. Use SMART to define each employee's responsibilities with goals that are Time-bound. 32 Checklist: Set Expectations 35 Chapter 2. INVITE COMMITMENT 37 Step 1. Be prepared to explain to your employees why their goals exist. 37 Step 2. Be prepared to explain to your employees what is in it for them if they reach their goals successfully. 39 Step 3. Get ready for your discussion about goals with your employees. 46 Step 4. Present or discuss the goals with your employees. 49 Step 5. Seek buy-in or commitment to the goals. 52 Step 6. Document their agreement to meet their goals in a Performance Plan. 57 Example: Performance Plan 59 Checklist: Invite Commitment 63 Chapter 3. MEASURE RESULTS 65 Step 1. Make sure the measurement tools you use are efficient. 65 Step 2. Make sure the measurement tools you use are fair. 67 Step 3. Make sure the measurement tools you use are simple. 69 Step 4. Use and share the data as soon as it is available. 71 Step 5. Implement the measurement tools and gather the data. 72 Step 6. Compare the actual results you measured to the goals. 74 Step 7. Identify the organization's gain or loss due to your employees' actions. 75 Checklist: Measure Results 77 Chapter 4. PROVIDE FEEDBACK 79 Step 1. Motivate yourself to offer feedback. 79 Step 2. Determine when to deliver your feedback. 82 Step 3. Set the stage for a positive interaction. 83 Step 4. Be specific about what you observed. 84 Step 5. Focus on the behavior or action, not the person or attitude. 89 Step 6. Never use the word but. 92 Step 7. Explain the impact on the organization. 94 Step 8. Understand your employees' perspectives. 96 Step 9. Offer a suggestion, if appropriate. 98 Checklist: Provide Feedback 104 Chapter 5. LINK TO CONSEQUENCES 107 Step 1. Determine what consequence(s) should apply. 107 Step 2. Remind your employee of his prior commitment. 109 Step 3. Spell out what action you will take and why. 111 Step 4. Own the action you are taking. 114 Step 5. Agree on a specific action plan. 116 Step 6. Set a follow-up date and stick to it. 119 Step 7. Offer your support. 121 Step 8. Document the discussion. 123 Example: Link to Consequences Discussion 125 Example: Link to Consequences Documentation 128 Checklist: Link to Consequences 129 Chapter 6. EVALUATE EFFECTIVENESS 131 Step 1. Hold yourself accountable for what you accomplished. 131 Step 2. Hold yourself accountable for how you accomplished it. 132 Index 137 About the Author 145