Once again, a proverb comes to mind. “One dull pencil is worth six sharp minds.” Don’t leave your hard work to memory. If you’ve gone to the effort to complete a crucial conversation, don’t fritter away all the meaning you created by trusting your memories. Write down the details of conclusions, decisions, and assignments. Remember to record who does what by when. Revisit your notes at key times (usually the next meeting) and review assignments.
As you review what was supposed to be completed, hold people accountable. When someone fails to deliver on a promise, it’s time for dialogue. Discuss the issue by using the STATE skills we covered in Chapter 7. By holding people accountable, not only do you increase their motivation and ability to deliver on promises, but you create a culture of integrity.
Turn your successful crucial conversations into great decisions and united action by avoiding the two traps of violated expectations and inaction.
• Command. Decisions are made without involving others.
• Consult. Input is gathered from the group and then a subset decides.
• Vote. An agreed-upon percentage swings the decision.
• Consensus. Everyone comes to an agreement and then supports the final decision.
Determine who does what by when. Make the deliverables crystal clear. Set a follow-up time. Record the commitments and then follow up. Finally, hold people accountable to their promises.