In 2002, after 25 years of in-depth analysis and research, Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler released their long-awaited book “Crucial Conversations: Tools for Talking When Stakes are High”. In simple terms, the book was based upon the premise that when seemingly stuck at a dead-end in a situation, either at home or at work, there is a crucial conversation keeping you from accomplishing the desired results. The book swiftly became a highly acclaimed bestseller. In 2013, the same authors released a companion book to “Crucial Conversations”. The companion book was an innovative game-changer for workplaces all over the world. The book was “Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior”.
The extensive research carried out by the authors clearly showed that when most people are faced with negative behaviour from managers and colleagues, they respond in one of two ways: they either exacerbate the problem by keeping quiet, by saying nothing, or they emphatically speak out, but their frustration and heightened emotions make it hard to say something constructive without being abrasive or rude – the second scenario results in damaged relationships.
So, what would be the best way to react in these circumstances? Well, the research also showed that those who don’t employ the silent treatment or don’t verbally explode, the individuals who are skilled at justifiably and diplomatically holding others responsible become incredibly well-regarded and influential within their workplaces. Indeed, Crucial Accountability co-author Joseph Grenny noted: “Early on in our research we asked leaders to identify their most valued employees. Without exception, they selected people who knew how to hold others accountable. Those who learn the skills we teach in Crucial Accountability will not only learn how to hold others accountable and bring predictability and trust into their organization, but they will also be counted as one of their company’s most valued assets.”
Crucial Accountability is, essentially, about developing the skills that enable a leader or employee to create healthy dialogue within the workplace. This dialogue should result in successfully holding people accountable for their negative behaviour….and, subsequently, devising solutions to ensure increased motivation and universally positive changes moving forward. It is comprised of (amongst others) the following components:
Anyone can be Held Accountable – Regardless of the person’s power, position, or temperament.
Master Performance Discussions – In order to achieve positive results and maintain good relationships.
Motivate Colleagues Without Using Power – Clearly and concisely explaining natural consequences with the purpose of permanently resolving problems.
Managing Projects Without Obsessively Dominating – Creatively help others to avoid the need for excuses by keeping projects on track.
Instigation of Solid Action Plans – Mutually agree on a plan, regularly follow-up, engage in good reporting practices, and manage fluctuating expectations.
Firstly, it is important to note that Crucial Accountability Training is not just for the leaders within an organisation. The training is advantageous for everyone. From senior management to front-line employees. Any member of staff who relies on the efforts of colleagues to achieve their goals (basically, that’s everyone) will benefit significantly from the training.
The training is designed to teach step-by-step processes and skills in order to hold others accountable, improve performance and ensure targets are hit. Here are just a few of the many positives the training brings to the table:
Strengthened Accountability – Trainees learn how to discuss broken expectations in a way that produces two-way accountability. This open dialogue leads naturally to positive progress.
Accelerated Problem-Solving – When applied, the obtained skills lead to faster problem-solving, quicker decision-making, and a swifter resolution of conflicts.
Improved Relationships and Productivity – When issues have been resolved, productivity is proven to increase, relationships are strengthened immeasurably, and high-performance cultures are formed.
Crucial Accountability Training is helping companies obtain real, tangible and proven bottom-line benefits. Reduced turnover, fewer grievances, higher employee morale, and dramatically increased employee engagement.
There’s a reason over three hundred of the Fortune 500 companies have used Crucial Accountability Training. We’re talking companies like Boeing, Toyota and Facebook here. They’ve used it, simply, because it works.
Biz Group is the region’s market-leading training solutions provider. They are the experts at developing every employee within any organisation, in any industry. They’re here to help you lead your business to a successful future. Their training solutions are innovative, ground-breaking, and proven to produce successful results. To that end, Biz Group are proud to have partnered with Vital Smarts to bring their world-renowned Crucial Accountability Training program to the Middle East. Click here to find out more.