Ownership
In their book, "Extreme Ownership" former Navy Seals Jocko Willink and Leif Babin say that an effective leader must take ownership of everything in your world. Ownership of a situation allows a leader to approach a subordinate and say "its my fault" (whatever the situation may be), "I didn't set clear expectations, and this is how we are going to fix this." This is so good. How much time is spent playing the blame game? How much time is spent navigating or anticipating emotional reaction to negative feedback? How much respect is lost because leaders do not take ownership of situations, provide guidance, challenge the team to improve, and move forward. Lastly, how much time is wasted hiding behind pride instead of stepping out in humility? This is not excusing lack of effort or poor decision making. This is not accepting bad team members. This concept is taking ownership of the situation and the team so that the goal can be obtained, the mission completed. The mission might be the completion of an audit, the pursuit of a new client, or the development of a new service line. Everything that happens between the beginning and end of the mission falls on the shoulder of the leader. Own it!
At my firm, we have several several young team members who struggle to meet professional expectations. Timelines are ignored, clients are not a priority, communication is week, work is of minimum effort, dress is sloppy and on and on. We might consider cutting these team members loose but we need them. I went through several rounds of addressing the professional issue by saying, "your feedback says: you ignore timelines, you don't seem to make serving clients a priority, you are not returning calls, you need to polish your shoes." The responses I received were "why do I have to do that, why doesn't anyone tell me those things to my face, timelines weren't communicated, and I'm not paid enough to dress like a lawyer." Recently I had a coaching discussion with one of these team members and I simply said, "this situation is my fault. I (the Firm) have not communicated the rules of the game and what we expect of our team members." This led to an open conversation about the culture of the firm, why I've stayed on for 13+ years, how client's want to be served, and what that person needs from the firm. It was a great conversation. I was able to talk about the issues, without playing the blame game, the team member was never threatened, and I was able to communicate expectations and consequences in a very personal way. That person immediately stepped up their game. We all won, perhaps more importantly, we all learned.