September 2013 Newsletter - Accountability

In an age of ubiquitous social media and cell-phone videos, leaders know that one careless customer experience can go viral, ruining their corporate reputations and wrecking careers. They must therefore be transparent, conscientious and responsible to their global constituents, never forgetting that employees, customers and the community at large will hold them to the highest standards.

Accountability refers to your answerability, blameworthiness and liability. Leaders must acknowledge and assume responsibility for their actions, products, decisions and policies. They must also insist on accountability at all levels of the workplace hierarchy. Employees should be expected to operate within a culture of personal responsibility and be held accountable to their peers, teams and the organization.

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