The Kindness of Clarity

As a young recruiter, I was always “on”— driven by the excitement of connecting talented candidates with the right roles. I made it my mission to ensure an efficient and seamless process, learning their strengths and weaknesses, facilitating their interviews, keeping everyone informed, and working near the edge of my capabilities without overstepping them. Early in my career, this relentless drive to do everything myself seemed like a winning strategy. I believed that if I wanted something done right, it was best to handle it myself.

However, as I took on more responsibilities and began juggling 15-20 roles at a time, cracks began to appear. The volume of work became unmanageable, and the details that once came easily started slipping through the cracks. I found myself in awkward situations where I couldn’t answer basic questions about candidates—an embarrassment that didn’t go unnoticed. I realized that my work was suffering, not because I lacked dedication, but because I was spread too thin.

Fortunately, my manager wasn’t just a leader who held me accountable—he was also empathetic. He saw my enthusiasm and my struggle and helped me find a path forward. Instead of tearing me down, he asked the tough but necessary questions: Was I overextended? Was my performance declining as a result? The answer to both was an obvious “yes”. What followed was a series of constructive conversations where he helped me refocus on prioritizing, streamlining my processes, and setting clearer boundaries for myself. He reiterated the core business objectives to ensure I was clear and held me accountable — but not without supporting me every step of the way.

This experience taught me the importance of balancing empathy with clear expectations in leadership. Accountability isn’t just about setting high standards—it’s about guiding your team to meet them while fostering a supportive environment. As I progressed in my career and stepped into leadership roles, I became a firm believer in this approach: in order to create a high-performance culture, it is imperative to promote positive, supportive relationships. These principles have shaped the way I lead.

Why Leaders Must Be Clear AND Hold Their Team Members Accountable

Clarity means noticing the issue, timing feedback so that it’s delivered WHEN a person can receive it with openness (not when tense or stressed); asking questions rather than delivering the “boom” of negative feedback — basically helping them see that there’s an issue that needs to be addressed; that this is a conversation to create a plan for success; and ultimately making sure that they understand you’re on their side - that we’re all on the same team with the same goal.

Leaders often wrestle with the delicate balance between fostering a positive, collaborative work environment and demanding the performance needed to drive success. However, setting clear expectations and holding team members accountable is not only necessary but fundamental to building a strong and successful team.

The Power of Clarity and Accountability In Leadership:

1. Clear Expectations Provide a Roadmap for Success

When team members know exactly what’s expected of them, they’re more likely to stay on track and hit their goals. Without clarity, they can feel lost or uncertain about their priorities, leading to confusion, wasted effort, and potentially poor performance.

A great leader must ensure that team members fully understand their role, objectives, and deadlines. Setting measurable goals and outlining the steps required to achieve them creates a framework where they can succeed. When the boundaries of success are well-defined, there’s no ambiguity about what “good work” looks like.

In my case, my manager noticed I was drowning and helped me prioritize my workload effectively without feeling overwhelmed. This clarity made all the difference in how I approached my work to stay on track.

2. Accountability Drives Engagement and Growth

Holding team members accountable is about more than just pointing out mistakes—it’s about encouraging personal responsibility and fostering professional development. When people are held accountable for their work, they take ownership of their performance, leading to higher engagement.

Leaders who establish accountability not only help their team members stay focused on their goals but also build a culture of trust. When individuals know that their efforts matter and will be evaluated fairly, they’re more likely to push themselves to meet or exceed expectations. This ownership creates a motivation, and promotes continuous learning and growth.

In my experience, once I recognized the areas where I was falling short, I became more mindful of my processes and more engaged in improving them. The accountability my manager instilled was a key driver in my personal and professional growth.

3.? Accountability Builds Team Cohesion and Trust

Contrary to the belief that being “nice” means being lenient, true leadership involves a balance of kindness and firmness. Accountability doesn’t have to come with harsh reprimands, but it should come with honest, open conversations. By holding people accountable in a fair and consistent manner, leaders create a culture where team members trust that their contributions are valued and important.

When people feel that their work is important, and that they’re expected to perform at their best, it fosters a sense of belonging and commitment to the team. Teams that operate with clear expectations and shared accountability are more cohesive and resilient. They understand that their success is interconnected and that individual performance impacts the broader goals of the organization.

At Relay Payments , our leadership team strives to create this kind of environment. We hold each other accountable while maintaining open lines of communication, and it’s through this trust that we’ve built a team committed to success.

4.? Failure to Hold Team Members Accountable Hurts the Entire Team

When accountability is lacking, the ripple effect can damage not only individual performance but the entire team’s morale. If some people are allowed to miss deadlines or deliver subpar work without consequences, it sends the message that accountability isn’t a priority. This can lead to frustration among high-performers who feel that their efforts are undervalued, resulting in disengagement and, ultimately, turnover.

Leaders must recognize that failing to hold team members accountable undermines the success of the entire team. Consistent accountability ensures that everyone is contributing to the organization’s goals and that no one is left picking up the slack for others.

5.? Empathy and Accountability Go Hand in Hand

Being an empathetic leader doesn’t mean letting people off the hook; rather, it means understanding the challenges your team members face while still expecting them to meet their commitments. Empathy allows leaders to approach accountability with compassion, but it doesn’t negate the need for high performance.

When people know their leader understands their struggles and is willing to work with them to overcome obstacles, they feel supported and more willing to step up and deliver. Balancing empathy with accountability builds a culture where people are motivated to achieve their goals, not just because they have to, but because they want to.

In my own role, I strive to embody this balance. I promote a positive, open culture where people can share their challenges, but I also ensure that we’re all focused on the business results we’re here to achieve. It’s a balancing act, but one that ultimately leads to a stronger, more successful team.

Achieving Success Through Clear Leadership and Accountability

Accountability is not the enemy of a positive culture—on the contrary, it’s a vital component of it. By setting clear expectations and holding people accountable in a supportive and empathetic way, leaders create an environment where both individuals and the organization can thrive.

At Relay, we’ve seen firsthand how this approach leads to a more motivated, engaged, and successful team. When everyone understands what’s expected of them and feels both supported and responsible for their work, the results are transformative. Leadership isn’t just about being “nice”— it’s about guiding your team to success by holding them to high standards and creating space for them to rise to the occasion.