By Penelope Pangalos
The Missing Link: Why Accountability is the Key to Getting Things Done
You know the feeling. Deadlines slip, projects stall, and somehow, despite everyone being incredibly busy, things don’t get done. The frustration is palpable. The team is overworked, yet the results are underwhelming. People are stepping on each other’s toes, not because they want to, but because no one is entirely sure whose accountability it is. And the worst part? When things go wrong, everyone has a story—a perfectly reasonable explanation of why it couldn’t be done.
This is what a workplace without accountability looks like.
The Real Reason Things Don’t Get Done
When work doesn’t get completed, it’s often because one or two things are missing: design and/or accountability. If the structure isn’t there—if roles, goals, and processes are unclear—then confusion reigns. But even when a solid design is in place, things still fall apart when there’s no accountability.
Accountability is one of those words that we have been seeing a lot recently, but what does it really mean? Is it just about taking responsibility for actions? No. True accountability is about owning an outcome, a specific and measurable result, not just the actions.
Here’s the difference: If you focus only on actions, you’re easily stopped. If your plan is rigid and doesn’t work, you’re stuck. But when you’re accountable for the outcome, you pivot. You adapt. You find another way to get it done. And when you are truly accountable, no one needs to hold you to account—no one’s time or energy is spent following you up.
The Excuse Culture: Why We Let Ourselves Off the Hook
Accountability is also about being able to hold people to account—and being held accountable yourself. But this is where it gets tricky.
We tell each other stories, well-crafted narratives explaining why something didn’t happen. The challenges we faced, the obstacles we overcame—or almost overcame. These stories make us look hardworking, swamped, or important. And because we tell these stories, we have to “buy” them when they’re “sold” to us. We accept them because we want to be nice, because we understand, because we don’t want to seem unsympathetic or unkind.
And the cycle continues.
The Shift: How to Build a Culture of Accountability
So how do we break free? How do we create a culture where people own outcomes and don’t just explain away lack of results?
- Be clear on ownership – If no one is truly accountable, nothing will truly get done. Make sure every key deliverable has a single owner who is accountable for the outcome.
- Hold people to their word—respectfully – When someone doesn’t deliver, don’t let it slide. A simple, “Did I hear you right when you said you’d have this done by today?” is powerful. It creates a culture where commitments matter.
- Keep each other updated – Accountability isn’t just about delivering; it’s about communicating. If something is going wrong, the team should know before the deadline is missed, not after.
- Model accountability from the top – Leaders must embody the accountability they expect. If a leader misses deadlines, shifts blame, or avoids difficult conversations, the team will do the same.
- Create a safe and expected culture of accountability – Holding people to account is not about power or hierarchy. To be able to hold someone to account, they need to feel safe doing so. This safety comes from strong relationships and clear, agreed-upon ways of working. In a truly accountable culture, being held to account is an honor—it signifies trust, respect, and a shared commitment to success, rather than being seen as a personal critique.
- Account for your results – The additional power within accountability is in reviewing and assessing outcomes. When you look back at what worked and what didn’t, and consciously use that knowledge to improve for next time, you create a continuous loop of growth and progress.
The Bottom Line
Work doesn’t get done because people are busy. It gets done because people take ownership. It gets done when teams hold each other accountable, not in a punitive way, but in a way that keeps everyone aligned on the ultimate goal.
Excuses are easy. Outcomes take real commitment. The question is: what kind of workplace do you want to create and be part of?