6. TEAM ACCOUNTABILITY CAN ‘MAKE OR BREAK’ THE QUALITY OF your SERVICE

Of ‘National Championships and One Rotten Fish’

The loud ‘victory chants’ attracted the attention of bystanders, as the school bus, loaded with enthusiastic secondary school students, made its way through the heavy city traffic.  Their youthful bliss was unmistakable. 

Edi who was amongst those that had contributed greatly to winning the athletics regional championships was singing the loudest, and that was understandable under the circumstances.  The boy came from a family of sportsmen.  His father was a renowned marathon runner; and Edi, the youngest of three sons had inherited Daddy’s giftings, coming out as a star athlete especially at ‘relays’.  Not only was Mr. Benja, the games teacher, really proud of the boy; but fellow students felt privileged to have Edi on their team.

The annual athletics championships were an eye-catching event, involving all secondary schools in the country.  Given the government’s focus on encouraging sports for the youth, it was no secret that schools would strive to be at least in the top three.  

The fame arising from being the best in sports was a status that Edi’s school had enjoyed; having persistently won several championships at district, regional and national levels.  However, ‘winning’ could no longer be taken for granted since other schools had been tirelessly working behind the scenes, aspiring to acquire the trophy that Edi’s school had ‘monopolised’ for almost a decade.  Undoubtedly, Edi’s team needed to brace itself for the national championships which would be held a month later.

With that in mind, the weeks that followed were filled with rigorous training.  Being a day-school, this meant waking up very early to go for practice before classes would begin.  But since team members were bent on winning, unpunctuality was not an issue.

On the evening before the national championship, Mr. Benja emphasized that team members should sleep early, so that they would be fresh and agile, ready to run the following morning.  But as Edi headed home, he received a call from one of his favourite cousins Ndereya, who had just arrived from Cape Town.  “My friend’s engagement party is tonight... and I would like you to accompany me, Man…”, Ndereya insisted.

Edi tried to explain that the timing for the invitation was not the best since he had a sports function the following day, but Ndereya reassured him by saying that they would not stay for long.  “Mind you, I am also tired as I have just arrived this evening”, the cousin added in unmistakable persuasive tones.  Edi had no alternative but to appease Ndereya.

On arriving at the party, the atmosphere was ‘hot’.  Beers…  throbbing hip-hop music… girls… the list was endless; and before long, Edi had thrown his worries about going home, out of the window.  “Life is short… so why not enjoy it…?” he told Ndereya, as he downed beers, his beverages blending with the latest swagger each time he hit the dance floor.  And by the time Ndereya reminded Edi that they had to go, it was three a.m. in the morning.

Edi hardly remembered how and when his head hit the pillow.  The next thing he knew was when his brother shook him violently, “Edi, its six o’clock…, we have to go or else you will be late”, he shouted with heightening impatience.

Edi forced his eyes open, struggled out of bed, his head throbbing maliciously from a hangover.  “I am tired”, he muttered under his breath.  But he dared not toy with the option of not turning up for the sports event as the championships meant ‘life and death’ for his team and the school as a whole.

On arriving at the school, Edi found when the bus was almost leaving; and from the look of the games’ teacher, it was obvious that Mr. Benja was not amused.

More unpleasant surprises awaited the teacher.  For despite the fact that Edi’s three colleagues who run before him in the relay had all been in the lead, the so called ‘star’ failed to maintain leading position as his legs were unusually heavy.  

And, for the very first time in nine years, their school lost the athletics trophy.

This story came to mind when I met a team of service personnel recently.  I highlighted the significance of team accountability and its importance in improving the quality of service delivery. 

I then lamented about the bad habit that some employees have, of abusing the responsibility given to them by team members.  I mentioned that such people have the notorious tendency of a laissez-faire approach, taking tasks for granted while promoting personal agendas at the expense of team performance.  I pointed out that such an approach results in failure to accomplish team goals, with eventual poor performance in services rendered to internal and external customers.   

I urged members to always remember that their commitment to the team was binding, and that each one was expected to play his or her role effectively and efficiently. 

“Remember…, you rely on your colleague to write your C.V.”, I cautioned; “for if she or he does not perform as expected, the performance of the team and hence the overall organisation will ultimately suffer” I added. 

After all, as the old African legend goes, ‘one rotten fish in a pack causes all the rest to go rotten’.  Therefore, next time you work in a team, do not be that rotten fish!