Originally authored by Louis Carter, founder and CEO of Best Practice Institute.
The Problem with Traditional Accountability
In many organizations, "accountability" has become a word associated with negative consequences. While holding employees accountable is essential for achieving corporate goals, the methods used are often counterproductive. Our research shows two conflicting truths in many workplaces:
- Employees want more feedback. They often feel unsure of where they stand with management, which creates insecurity.
- Employees despise the annual review. They see it as an event designed to highlight their failures, and it can even lead to increased employee attrition.
The conclusion is clear: employees need more feedback, but it must be delivered in a way that is motivating, not traumatizing. The answer lies in constructive accountability.
What is Constructive Accountability?
Constructive accountability is an approach that uses positive feedback, delivered in real time, to fuel workers’ motivation and boost productivity. It shifts the focus from past failures to future growth and acknowledges daily contributions.
Here are four principles to implement a system of constructive accountability that energizes workers and improves performance.
1. Make Feedback Continuous
In response to the failure of annual reviews, some corporations have made the mistake of abolishing structured feedback altogether. This is not the answer, as employees consistently report they are not getting enough feedback.
A 1920s study at the Hawthorne Works factory found that worker performance improved whenever lighting was changed—brighter or dimmer. This "Hawthorne Effect" demonstrated that performance improves when employees receive attention and know that someone is observing their work.
2. Keep Feedback Positive
For many, accountability is just a code word for negative feedback, which is ultimately counterproductive. Most workers are intrinsically motivated to do a good job, and constant criticism discourages their passion. Annual reviews often fail because employees tend to focus only on the negative appraisals, leading to discouragement.
Constructive accountability focuses on:
- Noticing when an employee fulfills a commitment.
- Providing suggestions for future improvement when a team member falls short, rather than dwelling on the past.
3. Provide Feedback in Real Time
Feedback delivered months after the fact, as is common in annual reviews, often feels irrelevant and unfair. With modern social network technology, there is no need for such a long lag time between performance and appraisal. Continuous feedback systems allow team members to communicate and exchange feedback instantly.
Several platforms have emerged to support this model, including:
- Yammer: A "Facebook for business" for internal communication.
- 7Geese: Focuses on continuous communication and collaboration.
- Work.com: Facilitates real-time coaching, particularly for sales teams.
- Skillrater: A BPI tool for continuous 360-degree feedback with a simple rating system.
4. Use a Structured System
Giving constructive feedback is a skill that many managers have not mastered, which is why they often dread annual reviews. Attempting to provide feedback without a clear process can be ineffective. A structured tool can guide managers to offer real-time appraisals in a positive, constructive way.
Tools like Globoforce and Skillrater provide a framework that encourages continuous recognition tied to company goals or allows employees to proactively request feedback. A structured system is not about eliminating appraisals but about creating a better one that delivers continuous, positive feedback.