How do you balance accountability and support when a cross-team project goes wrong?

1 Acknowledge the problem

The first step to dealing with a cross-team project setback is to acknowledge the problem and its impact. Don't ignore, deny, or minimize the issue, as this can damage trust and morale among the team members. Instead, communicate openly and honestly with all the stakeholders, and share the facts and the consequences of the failure. This will help to establish a common understanding of the situation and its causes, and to avoid blaming or finger-pointing.

2 Identify the root causes

The next step is to identify the root causes of the problem and analyze what went wrong. This can be done by conducting a post-mortem or a retrospective meeting, where the team members can share their perspectives, feedback, and lessons learned. The goal is not to assign fault or punish anyone, but to understand the factors that contributed to the failure, such as unclear goals, misaligned expectations, poor communication, or lack of resources. This will help to identify the gaps and areas for improvement, and to prevent the same mistakes from happening again.

3 Provide support and feedback

Another important aspect of balancing accountability and support is to provide constructive feedback and emotional support to the team members. Feedback should be specific, timely, and actionable, and focus on the behaviors and outcomes, not the personalities or intentions. Feedback should also be balanced with recognition and appreciation for the efforts and achievements of the team members, and highlight their strengths and potential. Emotional support can include expressing empathy, compassion, and encouragement, and offering help and resources to cope with the stress and frustration of the failure.

4 Set new goals and action plans

The final step is to set new goals and action plans for the next phase of the project or the next cross-team collaboration. The new goals should be SMART (specific, measurable, achievable, relevant, and time-bound), and aligned with the organization's vision and strategy. The action plans should include clear roles and responsibilities, milestones and deliverables, communication and feedback mechanisms, and contingency plans. The team members should also agree on the expectations and norms for working together, and commit to following them.

Cross-team collaboration can be challenging, but also rewarding. By balancing accountability and support when a cross-team project goes wrong, you can turn a failure into a learning opportunity, and build a stronger and more resilient team culture.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?