Accountability Models | Cathelijne Janssen | TEDxDelftWomen



my husband and I have six kids four of them are his and three of them are mine if I make an educated guess I think that probably half of the audience is thinking wow doesn't she know that four plus three is seven and that the other half is probably thinking there's a story coming up I can tell you this yes I do know that four plus three is seven and yes there's also a story coming up and it's about accountability models speaking of models who our view has ever wanted to be a model okay I'll get back to that later but first let me explain to you why a my world four plus three is actually six it's all about context I'll explain to you the context by telling you a story about a model I drew for my son when he was four years old and went to school for the first time on his first school day he discovered that there were actually kids who did not have two houses which he thought was very funny a model as we all know is a simplified version of the real world and it contains only those features that are of importance to the model-makers purpose so I drew him two children who I brought into our family and I also drew him three children who my husband brought into our family and in between those children I drew him cattle my youngest daughter who is obviously on number six and to some of you I'm number seven so why am I telling you all this because in my experience a lot of conclusions are based on facts and figures that miss context and by missing the context we have a hard job reaching our goals we all want to be successful successful in reaching our goals whether they are personal like being happy or whether they are professional like getting more profit I believe that the key to being successful is accountability however there's a slight problem with accountability it's as we call a plastic word a plastic word is a weird word which can mean anything and nothing and it's a word of which we say oh yeah I know what you mean accountability and in the mean time we all interpret it differently if you type difference between accountability and responsibility in Google you will get for instance 56 million results well you may question the meaning of numbers in the context for that seems an awful lot responsibility and accountability are not the same but they need each other accountability is about taking responsibility acting responsible and feeling responsible about the results if you take accountability out of that context you might end up with blame ability and that of course does not lead to the actual purpose of accountability which is to do the right things and to do them right during the last 10 years I've worked a lot with communication professionals and communication departments and they are asked for their accountability many times I think it's because of the economic or financial crisis that departments have to show their added value to the company goals so what do these communication departments and professionals do at least some of them they start counting they count the number of press releases they send out they count the number of Facebook's like Facebook Likes and they count the number of Twitter followers they have hoping the CEO would say oh wow 15,000 Twitter followers that's why we need 50 communication professionals in a worst case scenario they even try to divide the number of Twitter followers by the number of communication professionals and benchmark those numbers with other companies of course that's not what accountability is about I would call that countability Einstein already knew this he said not everything that can be counted counts and not everything that counts can be counted and we are rediscovering it in 2010 I developed an accountability model it's a model which is in the context of the organization and isolates processes people and department rules on a strategic tactical and operational level we do not ask our accountability questions in a way that we're going to count so we do not ask how much or how many but we focus on the why the how and what for instance why do our customers like our organizations why are they interested in us how do we actually contribute to our goals and what do we actually have to do then and it works I've seen a lot of organizations who acts accountable and improve their quality however too many employees accountability is not a word that automatically leads to enthusiasm and that's why I think accountability models go wrong because an organization is not a thing an organization is about people and if we look at the people who are trying to be accountable I think that they could ohh you some more appeal appeal as an authenticity professionalism passion empathy acceptance and leadership authenticity about authenticity we all know that there are organizations that promise you one thing and act in another way and also people still delivering report shown great results I don't think that those organized organizations are accountable at least not socially accountable to be accountable you have to be authentic the P is for for professionalism acting professional leads to improvement of quality and leads to efficiency and professionalism is about doing research base your actions on research and even try to communicate effectively about your findings and here's a tip please don't be afraid of the CEO I know a lot of organizations and with in which the employees tend to do what they think the CEO wants without asking any further questions I know a lot of CEOs one of them living in my street even and I can tell you this they are quite normal people they greet ask how you're doing actually respond to that and listen to you so why shouldn't those people don't listen to your arguments in your organizations the second P is of a different kind it's about passion I believe that people want to be accountable will have more effect if they add some passion to it passion meaning eagerness curiosity and the energy to go for it with our passion you might end up with results that are okay technically speaking but passion is the fuel to get even better results the ease for empathy empathy is about trying to understand other people's feeling feel what they feel feel what they think and use that understanding to guide your actions if you don't use empathy with an accountability it's like you say okay the operation was a success but the patient died da is for acceptance acceptance is about accepting that you make mistakes once in a while if you want to be accountable it's all about doing the right things and doing them right and if you do that you follow the plan do check check act cycle which means that you're probably going to discover that you made some mistakes somewhere please accept that mistakes are no problem as long as you learn from them and last but not least leadership leadership is about intrinsic motivation it's about influencing behavior it's about decision-making it's about communicating it's about fact-finding it's about relationship management there's a leader in everyone it's not just a job for CEO okay during the last few years I've seen that a lot of Governors ations who added appeal to accountability have grown I think that's what we all should do be our own accountability models by taking responsibility I see it as an opportunity for growth by taking in the human factors as I pointed out earlier in the example of my family a number is the just a number if you don't add the context so please stop counting and act appealing thank you you you




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