Moving from Blame to Accountability
When something goes wrong in an organization, often times the first question that is often posed is, "Whose fault is it?'' When there is data missing in the accounting department, it's the bookkeepers fault. If a key customer is lost, it's the sales group's problem - "They promised more than we could deliver!"
When errors such as these surface; blaming seems to be a natural reflex in many organizations. Even those individuals who wish to learn from mistakes fall into naming culprits. Once we figure out who's at fault, we then try to find out what is wrong with the supposed offenders. Only when we discover what is wrong with them do we feel that we have grasped the problem. Clearly they are the problem, and changing or getting rid of them (or simply being angry at them) is the solution.
There's a problem with this common scenario, however: Where there is blame, there is no learning. Where there is blame, open minds close, inquiry tends to cease, and the desire to understand the whole system diminishes. When people work in an atmosphere of blame, they naturally cover up their errors and hide under their real concerns. And when energy goes into finger pointing, scapegoating, and denying responsibility, productivity suffers because the organization lacks information about the real state of affairs. It's impossible to make good decisions with poor information.
In fact, blame costs money... Blame rarely enhances our understanding of our situation and often hampers effective problem solving. So how do we avoid the tendency to blame and create organizational environments where we turn less frequently to blame? Clarifying accountability is one option. This process of assigning responsibilities for a situation in advance can help create a culture of real learning. Accountability comes from clear contracting, ongoing conversations, and an organizational commitment to support accountability rather than blame.
How much money can the "blame game" be costing your organization? Are workplace conflicts causing employees to avoid dealing directly with others on their team? There are so many questions to ask...
Contact us to discuss how we can help eliminate the blame cycle in your business, and install an system of accountability and ownership.
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I wish that I had been exposed to Sandler years ago. I wouldn't have wasted hundreds of thausands of dollars hiring the wrong people.
James E. Bowman, Jr. US Medical Resources Corp.