Lots of buzz lately about ‘holding people accountable’… What does it mean? Why does it seem so difficult to do? Why are we talking about this anyways? We work with adults…shouldn’t we just be able to tell them what to do and assume they’ll do it? Problem is, making the statement, ‘holding people accountable’ only focuses us on the ‘ends’ or the outcome of what people are tasked with to do. Using that verbiage doesn’t take into account that there are many factors impeding people’s ability to accomplish a task, even with the best intentions…and in my experience, most people have best intentions. Focusing on the ‘means’ – helping people as they do their work – in my experience, is a better practice, and the way to ensure that our customers are satisfied, and our team members continually learn and grow.