Accountability That Works
When it comes to underperformance, most leaders feel stuck between two extremes: being too lenient and hope it resolves itself or coming down hard and risk damaging trust. But real accountability isn’t either/or, it’s a thoughtful balance of clarity, curiosity, and care.
Leaders must develop the confidence to hold their people accountable and treat them with dignity. Because accountability that works, really works, is both clear and compassionate.
Start with Curiosity, Not Judgment
Underperformance is often a symptom of a deeper problem. The employee may be unclear on expectations, feel overwhelmed, or distracted by personal challenges. Or maybe something has changed in the team or role that hasn’t been named yet. Each of these challenges must be addressed differently and with specificity.
Effective leaders don’t assume, they ask.
“I’ve noticed some challenges with meeting deadlines. Can you help me understand what’s going on from your perspective?”
This kind of language opens the door for an honest conversation and shows your desire to understand what is really going on and your intention to support the employee, not punish them.
Clarify the Standard
Once you understand the "why," you and the employee must reset the "what." Be clear and specific about the outcome expectations for the role and how performance will be evaluated. Then, ask:
What support would help you?
What’s in the way?
This isn't about lowering the bar, it’s about making sure it is realistic and achievable for the employee.
Balance Compassion with Consequences
Compassion doesn’t mean tolerating continued poor performance.
If there’s no progress despite clarity and support, it may be time to consider a position change or separation. But even that can be done in a way that’s honest, respectful, and values aligned.
What matters most is consistency: following through on what you’ve said, so your team knows that standards and people matter.
How you manage underperformance sets the tone for your team. If you lead with courage, empathy, and consistency, your team will learn to do the same. Accountability becomes a team norm and not a crisis.
Lead Boldly Accountability Cheat Sheet
Identify the issue.
What’s up conversation – share the issue in a low stakes environment and ask the employee about it. Listen, clearly share expectations, and problem-solve together. Follow it up with a same-day summary email thanking and confirming.
Coaching one-on-ones (multiple) – follow-up at regular interval for coaching and input on progress. Celebrate progress.
Identify recurrence or related issues.
Accountability conversation – review the expectations and begin corrective action process according to organizational policies.
Accountability isn’t about confrontation; it’s a communication and growth opportunity. It’s about showing your team that you care enough to address what’s not working, and that you believe they’re capable of better.
That’s accountability that works for everyone.