Talaera Talks - Business English Communication

28. Building Accountability in the Workplace - Talaera Bits

November 08, 2021 Talaera Business English Communications Training Episode 28
Talaera Talks - Business English Communication
28. Building Accountability in the Workplace - Talaera Bits
Show Notes Transcript

Learn how to hold employees accountable with these simple but effective communication tips. Read the summary here: https://blog.talaera.com/podcast-accountability

Join a free webinar: https://bit.ly/3BSySZB
Learn more about Talaera: http://talaera.com/

Intro
Welcome to Talaera Talks, the business English communication podcast for non-native professionals. My name is Paola and I am co-hosting this show with Simon. In this podcast, we're going to be covering communication advice and tips to help express yourself with confidence in English in professional settings. So we hope you enjoy the show!

0:24  
Welcome back to another Talaera  Bit. My name is Simon, I hope wherever you are, you are having a great day, a great week, a great month. Let's get into our Talaera Bit today. So today we're talking about something which I think for anybody is difficult. I know it is for me, especially if you're a manager or a new manager... The notion of holding people accountable. It can be scary. I think it can be scary. I mean, how do you tell someone that they're not doing a good job? Being a manager is easy, right? When it's all fun, and everybody's doing well, and everything's going fine. But when you have to hold people accountable - How do you do that? 

1:15  
So what do we mean by holding people accountable? By holding people accountable? We mean people either in your team or can also be even your colleagues who didn't do the thing that they said they would do, or they're not working up to the level that you had discussed, and they had promised? 

1:36  
So how do we bring that up? Well, there's a couple (of) things that we should take into consideration. You know, when we do that, number one is, we want to use OBJECTIVE FACTS, which means we want to come with clear examples of what they didn't do. Right? So instead of, you know, "You've just been late a lot recently". Instead of that, saying, "Okay, you've been late four times in the last week and a half. And that's affecting our customers by this and this reason". So there, you're using numbers four times, that's something that obviously you clearly have looked at, and this person can't disagree with that, right. And it makes it in a way, it makes it much more real, because it's very objective. 

2:30  
As well, you want to show that you're invested. So you've used numbers, you've kind of given those cold, hard facts to that person. And then you also want to show that you are invested. And a good way to do that is by USING YOU AND WE, right? So the balance there is very important. Not, "I've seen that you've done a really poor job. And, you know, I don't know what we can do about this". So there instead of using a lot of that YOU and a lot of that I, we can say, "Okay, WE talked about that, WE would work on improving XY and Z. YOU haven't really done these things like WE talked about. So what can WE do to improve this?" So thereby using WE, I'm bringing this person into it, I'm showing that I'm invested in this process of their improvement, right? So these few things we're taking into consideration, right, using objective facts, a good way to do that is to use numbers, balancing this 'you' and 'we' and doing that with showing that you're invested. 

3:45  
So how does this look? I mean, when we get down to it, we don't want to be too nice. But we also don't want to come across too harsh. A good way to think about doing this is to put EMPATHY before assertiveness. Okay, so that means to show that we understand and then bring in the hard, cold assertiveness, right, that shows that okay, if I'm an employee, and my manager says something like, "Okay, I understand, you have a lot going on right now. And I see how hard you're working. However, we made an agreement that you would be working this many days a week and working this many hours. So that's not really happened, what's going on and what can we do to maybe figure out something that's going to work for everybody?" So there I'm using the empathy of 'I understand that you have a lot going on and I see how hard you're working'. 

3:53  
But then we need to create a little bridge or we need to create a shift from empathy to ASSERTIVENESS which is being a little bit more hard, which is, we can do that with saying something like, "however", or, "with that being said", or "having said that"... Okay, so if I'm a manager and I need to hold an employee accountable, I can say something like, "Listen, Sara, you know, I see that you're coming in early. And I see that you're working very hard. And that's great. And I see how passionate you are about what you're doing. That being said, we talked about that, you would play a much more central role in the team and work together more with the team. But you haven't been to the three-team meetings that you've been scheduled to go to. So I mean, I don't I don't know what's going on. How can we maybe figure this out? Or what's going on?" So there, I'm holding Sarah accountable. I'm providing empathy by telling her that I see how hard she works and how passionate she is. And then I'm creating that switch with having said that, you haven't been to the three key meetings, the three-team meetings that we talked about, and what's going on, right? So there I'm holding Sarah accountable. At the same time, I'm showing that I care about her, and that I appreciate the work she does. 

6:30  
So what did we talk about today? We talked about that we want to use cold, hard objective facts, use the numbers if you can, you want to show that you're invested. And balance YOU and WE together to show that it's we and not so much you and I that shows that I'm invested. And as well remember, we want to put the empathy before the assertiveness, so nice, then sour and what does that do during the night and then sour makes that last moment that we talked about actionable. That means that okay, I clearly understand that my manager cares about me. But I need to do this. Now. I need to get started on this. So being assertive as a manager can be tough, but it can be done. Alright, so again, as always listened to this a couple times, if that helps. And yeah, write in if you have any great ideas, and as always, keep learning.

7:36  
And that's all we have for you today. We hope you enjoyed it, and remember to subscribe to Talaera Talks. We'll be back soon with more! And visit our website at https://talaera.com for more valuable content on business English. You can also request a free consultation on the best ways for you and your team to improve your communication skills. So have a great day and keep learning!