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54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

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Personal Accountability

When I ask an audience if they could make, or ask, their employees to have one trait, one characteristic, one thing that would improve the organization, what would it be? One hundred percent of the time it’s ownership. Responsibility. That’s the winner every time.

I got to thinking of how many times we accuse, blame, and complain when things happen. And I believe they’re right. Taking ownership of a situation, event, or problem is rare. We need to stop accusing, blaming, and complaining.

Let’s go over the ABC’s of personal accountability.

Accusing

Ah, that’s so easy, isn’t it? Bob did it, not me. For example, let’s take a simple, nonthreatening situation—an everyday happening versus a customer situation. Let’s say my stapler ...

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