The accountability dial part three: Conversation

- [Instructor] So the conversation stage of the accountability dial is when we try to help somebody shift their awareness from intentions to impacts. So most of the time, 99% of the time, it's not intentional. The person is not intentionally trying to create work for other people or make life more difficult or they're not intentionally doing something to harm others or the team or the customer. And yet behavior has impact. And the conversation stage of the accountability dial is to help somebody shift their awareness. "Hey, so I get that that's not what you intended. "I get that. I understand that. "But I'd love to actually have a conversation "about what the impacts were." So to depersonalize it, it's not, "Well, you're a bad person," right? People are likely to get very defensive, especially if you're their manager in any of their other contexts like that too. But the context of that conversation is, "Let's step back…