Developing Personal Accountability

Taking Responsibility to Get Ahead

By: Caleb Ikutu Chisienya, BSc HRI (KU), MPH- M&E (KU)

When you’re personally accountable, you take ownership of situations and see them
through.

Martha is frustrated. She's trying to solve a problem with a stationery order, but the
customer service agent she’s talking to isn’t helping.

"It was the despatch team’s fault. I can’t do anything about that," he says.

Martha asks to be put through to another agent. He handles the situation very differently.

"I’m sorry to hear about this problem," he says. "I'll find out what's happened and send the
order by express delivery. It will be with you tomorrow."

Martha feels less stressed straight away. The first agent shirked his responsibilities, but the
second made himself personally accountable for fixing the problem. He took ownership of
the situation, apologized, and found a solution.

In this article, we’ll look at what personal accountability means. We'll also explore how
you make it one of your core values.

What is Personal Accountability?

Management consultant Todd Herman defined personal accountability as "being willing to
answer … for the outcomes resulting from your choices, behaviors, and actions."

When you’re personally accountable, you take ownership of situations that you’re
involved in. You see them through, and you take responsibility for what happens – good or
bad. You don’t blame others if things go wrong. Instead, you do your best to make things
right.

In the workplace, accountability can go beyond your own tasks. For example, you may be
held accountable for the actions of your team.

Tip:
If you’ve recently become a senior leader in your organization, read our article on how to
take responsibility in a new role.

How Personal Accountability Helps

Sometimes it can be tough to take personal accountability. However, you'll find that it
offers many advantages.

First, you’re likely to have healthier relationships with your friends, family, and
colleagues. A 2005 study found that children who were encouraged to take personal
responsibility for their actions also had more positive social interactions.

Accountability also builds trust within teams and organizations, because people know that
they can depend on each other. Leaders who are accountable are more likely to be trusted
and respected, because people know that they will keep their word.

Personal accountability can save time and money, too. People who take responsibility for
their actions speak up, and they look for solutions when there's a problem. This not only
prevents the situation getting worse, but it stop costs and delays from escalating.

Last, personal accountability can boost your chances of promotion. When you show senior
colleagues that you’re dependable, you mark yourself out as someone with leadership
potential.

How to Be More Accountable

Personal accountability isn’t a trait that people are born with, it’s a way of living that you
can learn. Use the strategies below to become more accountable.

Know Your Role

It’s hard to be personally accountable if you're not clear what you’re responsible for.

If this is the case for you, ask your boss to provide a job description that sets out your tasks
clearly. If responsibilities are unclear within the team, ask your manager to outline who is
responsible for different team tasks, and to share this information with everyone involved.

Be Honest
Success in life only comes when you’re completely honest with yourself, and with others.
This means setting aside your pride, and admitting when you’ve made a mistake.

So, tune into your "gut feelings" when things are difficult, and learn to ask for help if
you’re struggling, so that you don’t let others down.

Tip:
Honesty is always the best policy, but don’t use it to blame others, or to make excuses.
Instead, focus on your own role in a situation, and think about how you can resolve the
problem.

Say Sorry

Accountability doesn’t stop with honesty. If something has gone wrong and you were
responsible, then you need to apologize.

Focus on making amends when you apologize – show what you’ll do to make the situation
right. This allows everyone involved to move on, and helps them focus on the end goal,
rather than the problem.

Note:
Be aware of the legal implications of saying sorry: in some countries and states, this can be
taken as an admission of liability.

Take advice from your boss or a legal professional if you need to apologize on behalf of
your organization.

Use Time Wisely

Procrastination is a common way to avoid responsibility, as it delays dealing with a

problem, meaning that someone else may solve it instead. Your colleagues may feel that
they can’t rely on you, and this will affect your professional reputation.

You can overcome procrastination by identifying why you do it. Is the task dull? Do you
lack information or resources? Or is there some other cause? Once you understand why
you put things off, you can take steps to fix the problem.

Next, practice good time management, so that you make time for what’s important. Use
tools such as the Urgent/Important Matrix or Action Programs to manage your time more
efficiently.
Don't Overcommit

When you take on too much, something will eventually fall through the cracks. That
means that you've let someone down.

So, before you agree to a new task, think carefully about your schedule and whether you'll
be able to fulfill the task to the best of your ability.

If you're not sure that you can complete it, say "yes" to the person and "no" to the task so
that you maintain a strong relationship and a good reputation.

Make Changes

Accountability can open up powerful learning opportunities. When something hasn’t gone
to plan, ask for feedback, and look for ways to do things differently in the future.

Reflect on your actions, too: spend some time at the end of each day running through these
simple questions:

 What could I have done differently today?

 How can I build this change into my job from now on?

In time, you’ll build new skills and better ways to deal with difficult situations.

Tip:
In some failing organizations, managers who avoid being accountable can get ahead, while
those who take responsibility may be ejected if some small thing goes wrong.

If your organization has this type of culture, then it may be time to behave accountably,
and find a new role in a better organization.

Key Points
When you’re personally accountable, you take ownership of what happens as a result of
your choices and actions. You don’t blame others or make excuses, and you do what you
can to make amends when things go wrong.

To become more accountable, make sure that you're clear about your roles and
responsibilities. Be honest with yourself and others, so you can admit when you’re wrong,
apologize, and move on.

Make the most of your time, and manage it carefully so that you don't take on too much.
Last, think carefully about situations where you didn’t take responsibility but should have.
These mistakes and failures can be valuable teaching tools, if you have the courage to
learn from them.

Professionalism
Developing this Vital Characteristic

Are you a professional, all the time?

You know that it's essential to be professional if you want to be a success. But what does
"being professional" actually mean?

For some, being professional might mean dressing smartly at work, or doing a good job.
For others, being professional means having advanced degrees or other certifications,
framed and hung on the office wall.

Professionalism encompasses all of these definitions. But, it also covers much more. So,
what is professionalism, and why does it matter? And how can you be completely
professional in your day-to-day role?

In this article we'll explore all of these questions, so that you can present a really
professional image in the workplace

Defining Professionalism
The Merriam-Webster dictionary defines professionalism as "the conduct, aims, or
qualities that characterize or mark a profession or a professional person"; and it defines a
profession as "a calling requiring specialized knowledge and often long and intensive
academic preparation."

These definitions imply that professionalism encompasses a number of different attributes,

and, together, these attributes identify and define a professional.
So, what are these attributes?

Specialized Knowledge

First and foremost, professionals are known for their specialized knowledge. They've made
a deep personal commitment to develop and improve their skills, and, where appropriate,
they have the degrees and certifications that serve as the foundation of this knowledge.

Not all business areas have a stable core of knowledge (and the academic qualifications
that go with this); not all areas demand extensive knowledge to practice successfully; and
not all professionals have top degrees in their field.

What matters, though, is that these professionals have worked in a serious, thoughtful and
sustained way to master the specialized knowledge needed to succeed in their fields; and
that they keep this knowledge up-to-date, so that they can continue to deliver the best work
possible.

Competency

Professionals get the job done. They're reliable, and they keep their promises. If
circumstances arise that prevent them from delivering on their promises, they manage
expectations up front, and they do their best to make the situation right.

Professionals don't make excuses, but focus on finding solutions.

Honesty and Integrity

Professionals exhibit qualities such as honesty and integrity. They keep their word, and
they can be trusted implicitly because of this. They never compromise their values, and
will do the right thing, even when it means taking a harder road.

More than this, true professionals are humble – if a project or job falls outside their scope
of expertise, they're not afraid to admit this. They immediately ask for help when they
need it, and they're willing to learn from others.

Accountability

Professionals hold themselves accountable for their thoughts, words, and actions,
especially when they've made a mistake. This personal accountability is closely tied to
honesty and integrity, and it's a vital element in professionalism.

Self-Regulation

They also stay professional under pressure.

For instance, imagine a customer service employee who's faced with an irate customer.
Instead of getting upset or angry in return, the employee exhibits true professionalism by
maintaining a calm, business-like demeanor, and by doing everything that she can to make
the situation right.
Genuine professionals show respect for the people around them, no matter what their role
or situation. They exhibit a high degree of emotional intelligence (EI) by considering the
emotions and needs of others, and they don't let a bad day impact how they interact with
colleagues or clients.

Image

Professionals look the part – they don't show up to work sloppily dressed, with unkempt
hair. They're polished, and they dress appropriately for the situation. Because if this, they
exude an air of confidence, and they gain respect for this.

How to Exhibit Professionalism

As you can see from these characteristics, professionals are the kind of people that others
respect and value. They are a genuine credit to their organizations!

This is why it's so important that we work to earn a professional reputation in the
workplace. True professionals are the first to be considered for promotions, they are
awarded valuable projects or clients, and they are routinely successful in their careers.

Now that you have a clear view of what constitutes professionalism, are you demonstrating
these characteristics to the people around you? It's likely you're already showing some
characteristics, but you may find yourself lacking in others: to build your own
professionalism, focus on improving each of these characteristics. (Focus on one at a time,
so you don't get overwhelmed.)

Additionally, here are some further strategies that will help you be more professional in the
workplace:

Build Expertise

Don't let your knowledge and skills get outdated. Make a commitment to build expertise
and stay up-to-date with your industry.

Tip:
Take our Bite-Sized training session on Building Expert Power to find out how to build
and maintain your own expert power.

Develop Your Emotional Intelligence

Professionals can sense the emotional needs of others. They're able to give clients and
coworkers what they need, because they know how to listen actively and observe what's
happening.
So, if you want to improve your professionalism, focus on developing emotional
intelligence.

Honor Your Commitments

Whenever you make a promise to your boss, colleagues, or clients, keep it. If it looks as if
you won't be able to meet a deadline, let your boss, team or client know as soon as sensibly
possible. However, do what you can to avoid ending up in this situation!

Don't make excuses – instead, focus on meeting expectations as best you can, and on
making the situation right.

Be Polite

Be kind and polite and use good manners to everyone you come into contact with, no
matter what their role is, and no matter how you're feeling. This might sound unimportant,
but it makes a significant impact.

Have the Tools You Need

Do you show up to a client meeting lacking important samples? Or arrive at work, only to
realize that you left a vital file at home? Or do you find yourself operating in situations
where you don't have the skills needed to do a good job?

True professionals are always prepared. This requires advance planning, timeliness, and
attention. Focus on improving your time management and planning skills, so that you're
always in control.

Note:
Although professionalism means keeping commitments, doing high quality work, and
having expert status, occasionally the pursuit of these attributes might tempt you not to
volunteer for projects that fall outside your "comfort zone."

However, this doesn't necessarily mean that you shouldn't try! Analyze risks beforehand to
minimize the consequences of getting things wrong, be honest about any skills gaps that
you have, and work to fill them. Then do the best you possibly can!

Key Points
Professionalism is a trait that's highly valued in the workforce. It has many attributes,
including:

1. Specialized knowledge.
2. Competency.
3. Honesty and integrity.
4. Respect.
 5. Accountability.
6. Self-regulation.
7. Image.

To improve your own professionalism, focus on improving in each of these areas.

You can also exude professionalism by being kind and polite to everyone, presenting a
professional image in your attitude and dress, and showing up for work or meetings fully
prepared.
Preserving Integrity
Consistently Making the Right Choices

Make the right choice every time.

"You do not wake up one morning a bad person. It happens by a thousand tiny surrenders
of self-respect to self-interest."
– Robert Brault, American writer

Nancy's boss has just let her know that her client's order is about to leave the company's
warehouse. As she picks up the phone to call them, he tells her there's a problem.

"The shipment was damaged by someone on our warehouse team," he says. "There are
some dings, but this shouldn't affect the product's performance. If they complain, we'll
blame it on the trucking company that delivered it to us."

Nancy pauses, feeling uncomfortable. "But didn't our warehouse crew damage the
product?"

Her boss shrugs. "Yeah, but the customer doesn't know that. I'll just file a claim now,
saying it was damaged on delivery. Don't worry, the client won't even notice the damage."

Nancy's boss walks out and she sits at her desk, unsure what to do. She knows it's
dishonest to blame the damage on the trucking company. It's also dishonest to deceive her
client, and give them a less than perfect product.

Many of us have to make decisions that define who we are and what we believe in. Most
often, the choices we face may seem insignificant. But this doesn't mean that they're not
important to us: even the smallest action can have an impact on our self-respect, our
integrity, and ultimately, our reputation.

In a world where headlines are often dominated by people who make the wrong choices,
people who make the right ones can seem to be rare. However, it feels good to live and
work with integrity, and when we become known for this highly valued trait, our lives and
our careers can flourish.

In this article we'll examine what integrity is, and we'll see how we can develop it and
preserve it by making the right choices in life.

What is Integrity?
Integrity is a characteristic that many of us value in ourselves, and it's one we look for
consistently in our leaders. But what does it really mean to have integrity?

The Random House Dictionary defines integrity as:

1. Adherence to moral and ethical principles; soundness of moral character; honesty.

2. The state of being whole, entire, or undiminished.
3. A sound, unimpaired, or perfect condition.

Although the definition is sound, it can be a bit more complex to define integrity in our
everyday lives.

You could say that integrity is always doing the right thing, even when no one is looking,
and even when the choice isn't easy. Or, you might see integrity as staying true to yourself
and your word, even when you're faced with serious consequences for the choices that
you're making.

Alternatively, look at the second and third of these definitions. These were likely meant for
structures, such as the integrity of a building. But we can just as easily apply this definition
to ourselves. When we have integrity, we're whole and in perfect condition, and we're not
compromised by awkward "inconsistencies."

When we live our lives with integrity, it means that we're always honest, and we let our
actions speak for who we are and what we believe in. Integrity is a choice we make, and
it's a choice we must keep making, every moment of our lives.

Why is Integrity Important?

There are several reasons why integrity is so important.

First, living a life of integrity means that we never have to spend time or energy
questioning ourselves. When we listen to our hearts and do the right thing, life becomes
simple. Our life, and our actions, are open for everyone to see, and we don't have to worry
about hiding anything.

When we have integrity, we gain the trust of our leaders, our colleagues and our team.
We're dependable, and, when we hold ourselves accountable for our actions, we become
role models for others to follow.
All of this, in turn, directly impacts our success in life. People who live and work with
integrity are more likely to be considered for promotions. Why? Because integrity is a
hallmark of ethical leadership – organizations want leaders that they can trust, and when
you demonstrate integrity, you show everyone you can be trusted.

How to Develop and Preserve Integrity

The reputation of a thousand years may be determined by the conduct of one hour.
- Japanese Proverb

Your integrity is what determines your reputation, and, just as this proverb states, all it can
take is a single bad choice to destroy a lifetime's worth of integrity.

So, how can you work on developing and preserving your own integrity?

Step 1: Define Your Values

You can't live by values if you don't know what you truly believe in. So, start by defining
your core values. These are the values that, no matter what the consequence, you're not
going to compromise on.

Step 2: Analyze Every Choice You Make

Often, people cut corners or make bad choices when they think no one is watching. Having
integrity means that, no matter what, you make the right choice – especially when no one
is watching!

You'll usually know what's right and wrong, although sometimes you might need some
quiet time to figure it out. If you're not sure what the right choice is, ask yourself these two
questions:

1. "If my choice was printed on the front page of the newspaper for everyone to see,
would I feel OK about it?"
2. "If I make this choice, will I feel OK with myself afterwards?"

Remember, honesty and integrity aren't values that you should live by when it's
convenient; they're values that you should live by all the time. This includes the big
choices and the little choices – the choices everyone sees, and the choices that no one sees.

Step 3: Encourage Integrity

People with integrity often have the same characteristics: they're humble, they have a
strong sense of self, they have high self-esteem, and they're self-confident. These
characteristics are important, because, sometimes, you'll be under intense pressure from
others to make the wrong choice.

Work on building and improving these characteristics within yourself, so that you have the
strength and courage to do the right thing when the time comes. Build your self-confidence
and self-esteem, and work on developing character. Spend time getting to know yourself,
and what you believe in. Develop friendships and work relationships with others who
demonstrate integrity, and who will support your decisions.

Further Tips:

 Learn how to be assertive, so that you can defend an ethical position from an adult
point of view, without whining or being aggressive.
 Avoid white lies. They may seem harmless, but tiny lies are still lies. Always tell
the truth.
 Learn to take responsibility for your actions. If you make a mistake, own up to it
immediately and do whatever it takes to right the situation.
 Keep your word, and don't make promises that you know you can't keep.
 Keep in mind that in times of fear, disaster and chaos, the temptation is even
greater to make a wrong choice. Use these opportunities to demonstrate your true
character.
 Avoid seeming self-satisfied or priggish when you're acting with integrity: stay
humble and down-to-earth, don't look for approval, and, where you sensibly can,
try to let people save face.

So, how should Nancy, who we mentioned at the start of this article, have dealt with her
boss?

She should have dealt with the situation assertively, right away. She could have asked for a
private meeting and said something like, "I'm worried about this. Even if the product
works, the clients will be upset when they see the damage, and they may not want to order
from us again. And the shipping company will be annoyed, too, and we use them a lot.
Wouldn't it be better to tell the truth?"

Key Points
Having integrity means that you live in accordance to your deepest values; you're honest
with everyone, and you always keep your word.

Integrity is a highly valued trait, especially in leaders. When you live with integrity, you're
more likely to be considered for important promotions and leadership positions.

To develop and protect your integrity, start by identifying your core values. These are the
values that you refuse to compromise on, no matter what. Next, analyze every choice you
make to ensure that you're doing the right thing.
Then, develop a culture of integrity around you; work on building your self-confidence
and self-esteem; and develop relationships with others who live with integrity.