Fix It: Getting Accountability Right
Shows leaders and teams how to move from blame to ownership through five habits: working beside people, saying and inviting hard truths, acting fast on suggestions, building real investment and treating obstacles as prompts for invention.

Table of Content
1. Introduction
1 min 04 sec
If your meetings keep circling the same problems while nobody steps forward, the fix is probably not a new strategy or a bigger budget. In Fix It, leadership consultants Roger Connors and Tom Smith argue that thriving organizations differ from struggling ones in how their people take ownership of outcomes. By the authors’ data, seven in ten employees are mentally disengaged, and blame has become the normal way many workplaces operate.
Their answer is a choice anyone can make: see reality clearly, own the situation, look for a solution and follow through. The book describes 16 practices that build this habit, and five of them do the heaviest lifting. Each one shows that accountability grows from specific behaviors, starting with where a leader sits and how a manager answers a suggestion. Along the way there is a single question that draws out hard truths, and a retail chain’s finding that managers who answered feedback within 48 hours saw stronger team performance.
2. Tell ownership from blame in any meeting
1 min 53 sec
Most workplaces confuse accountability with punishment, and that confusion keeps the same problems coming back. The authors draw one simple line that shows which side of it your team lives on, and what it takes to cross.
3. Get the real story by working beside people
1 min 48 sec
A conversation a hundred feet in the air sounds nothing like one held across a desk. Leaders who rely on reports are missing something their teams will only say in a very different setting.
4. Say the hard thing so people can hear it
1 min 57 sec
The person who most needs a piece of honest feedback is usually the last to receive it. One short opening line and one reframed question can change who speaks up, and how.
5. Turn suggestions into visible action within two days
2 min 08 sec
Managers who called themselves very open to feedback were using only a small share of good ideas. One change in the question they asked themselves altered their numbers within months.
6. Make people care about outcomes, not just tasks
1 min 54 sec
Two teams with identical tools and talent can produce very different results. The deciding factor is not something perks or pressure can buy, and some leaders build it by picking up the phone.
7. Turn a stuck problem into a new idea
1 min 51 sec
A famous novelist answered writer’s block by walking away from his desk for hours. An undertaker cheated out of business built a machine. Both point to a way of thinking only half of people use.
8. Conclusion
1 min 09 sec
Fix It makes accountability something you practice with your feet, your questions and your calendar. The four steps above the line show up in plain moments: a president in a bucket truck, managers discovering they used fewer than one in ten good ideas, an undertaker who built a machine when an operator stole his calls. None of them waited for someone else to take responsibility.
That is also the book’s challenge to leaders. Blame spreads from the top, and so does ownership. A team that watches its boss answer phones, ask for hard truths and reply to ideas within two days learns that the line is real and that crossing it is a choice anyone can make.
Start where the effect is fastest. Spend an hour this week on your team’s ground, with a second headset or a seat beside someone, and mostly listen. Ask one person what they would do if they were you. When an idea arrives, pick one thing to act on and say so within 48 hours, and if you cannot use it, explain why.
Blame asks who failed. Ownership asks what happens next.
About this book
What is this book about?
Many workplaces run on finger-pointing. Projects stall, the same problems return meeting after meeting, and by the authors' data seven in ten employees are mentally disengaged. Roger Connors and Tom Smith argue that better strategy or more resources will not fix this. What separates thriving organizations is how people take ownership of outcomes. Their model draws a line. Below it sit denial, waiting for direction and blaming others. Above that line sit four steps, starting with See It and moving on through Own It and Solve It to Do It. Accountability, in their view, is a personal choice to take responsibility for results, and the book describes 16 practices that make that choice a habit. Five practices carry the most weight. Leaders step into their employees' world, from bucket trucks to customer service headsets. Hard feedback is given with permission and received through if-you-were-me questions. Suggestions get a response within 48 hours and a visible place to live. People see why their work matters. And obstacles, like the one that pushed an undertaker to invent the automatic telephone exchange, become prompts for new ideas. Readers get concrete moves they can try with their own team this week.
Book Information
Who it's for
Managers facing recurring problems
Managers whose teams keep revisiting the same problems while nobody steps up to solve them.
Top leaders doubting reports
Founders and executives who suspect reports and meetings are hiding what really happens on the front line.
Tired of finger-pointing
Team members tired of finger-pointing who want practical ways to give, invite and act on honest feedback.
About the Author
Roger Connors
Roger Connors and Tom Smith are the business partners behind Partners In Leadership, now called Culture Partners, whose training has reached hundreds of thousands of people in more than 50 countries. Connors served as its chief executive and Smith as co-CEO and co-president. Together they co-wrote The Oz Principle, a New York Times bestseller on accountability, and Change the Culture, Change the Game. Connors, a four-time bestselling author, also co-founded the coaching company Zero To Ten, while Smith has led workshops and consulting projects with companies around the world.
Ratings & Reviews
Ratings at a glance
What people think
Listeners find the work helpful, with one person noting it offers excellent information. They also describe it as a fantastic read.
Top reviews
This book is exactly what I needed for my management team because it moves beyond theory into actual application. The authors provide a wealth of ways to get honest feedback from those you lead, which is often the hardest part of the job. I've read many leadership books, but this one stands out for its sheer volume of actionable ideas. While the writing style is quite corporate, the tools for building an accountability culture are undeniable. It's a superb addition to any leader's library who wants to drive higher levels of success in their business. You won't regret the time spent.
Show moreEver wonder why some teams just can't seem to get across the finish line despite having all the right resources? This book answers that question by focusing on the missing link: total accountability. The authors bring all their previous efforts together into one comprehensive source that is both demanding and rewarding. Personally, I found the feedback exercises to be the most helpful part of the entire experience. It changed how I approach my weekly one-on-ones almost immediately. This is a must-read for any executive who wants to create a higher level of performance in their department.
Show moreAs someone who has managed people for over a decade, I can say this is a superb addition to the literature on organizational success. The workbook style makes it incredibly easy to take these ideas directly into a meeting and start seeing results. It focuses heavily on how to handle the "blame game" that ruins so many promising projects. The authors' approach to problem-solving is logical, rigorous, and, most importantly, effective. If you are struggling with a team that lacks direction, this book will provide the fix you need. It is worth every penny for the practical tools alone.
Show moreAfter hearing so much about the Oz Principle, I decided to dive into this one to see how to actually implement those concepts. It's a very practical workbook basically designed to help you navigate the messy reality of dysfunctional teams. I'll admit that some of the case studies felt a bit repetitive after a while, but the core model is solid. The emphasis on individual accountability within the company structure provides a clear roadmap for problem-solving. It's not a light read, yet the value you get from the exercises makes the effort worthwhile for any growing organization.
Show morePicked this up on a recommendation from a colleague who swears by Connors and Smith’s methodology. The way they apply their model to real-world corporate scenarios is impressive and feels very grounded in reality. I particularly liked the sections on how to handle teams that have lost their way or are struggling with internal politics. Gotta say, the focus on practical application of problem-solving is what saves this from being just another dry business manual. It's a solid resource for anyone serious about organizational health. The advice is easy to follow once you get past the initial setup.
Show moreLook, this isn't a book you just read once and put on a shelf; it's a manual that needs to be studied and applied. Connors and Smith have a very specific way of approaching the subject of accountability that might feel familiar if you've read their previous work, but this adds a fresh layer of depth. The strategies for managing dysfunctional teams are particularly insightful. My only real gripe is that the tone can be a bit repetitive at times. Regardless, the tools provided are essential for anyone trying to fix a broken office culture or improve their leadership style.
Show moreTo be fair, I wasn't sure if I needed another book on accountability, but "Fix It" proved me wrong with its practical focus. The authors offer plenty of solid ideas and specific tools that you can implement tomorrow morning. I found a lot of value in the way they breakdown the feedback loop between managers and subordinates. The writing isn't exactly poetic, but it gets the job done without too much unnecessary "fluff." It’s a very helpful book for anyone looking to foster a more transparent work environment. Definitely a great read for those who prefer action over theory.
Show moreWow, talk about a mixed bag. On one hand, the information regarding organizational accountability is absolutely top-notch and necessary for any modern business. On the other hand, I found myself getting bored with the endless stream of stories that seemed to drag on forever. Truth be told, I started skimming the anecdotes just to get back to the practical tools and feedback mechanisms. If you can push through the fluff, there’s a great book hidden in here, but it requires some patience to extract the gems. It is helpful, but certainly not a page-turner by any means.
Show moreFinally got around to finishing this, and I have to say I have some conflicting feelings. There is really great information in this book, especially regarding the psychological aspects of why people avoid taking ownership of their mistakes. However, there are some common themes you may already be familiar with if you’ve been in leadership for a while. Not gonna lie, I expected a bit more innovation rather than just a refinement of their older concepts. It’s a decent resource, just not the revolution I was hoping for. It works best as a reference guide rather than a cover-to-cover read.
Show moreThe chapter on feedback started strong, but the rest of the book felt like a repetitive exercise in corporate jargon. While I appreciate the intent behind creating an accountability culture, the delivery here is just too dry for my taste. Frankly, it felt more like a textbook than a guide, and I struggled to stay engaged past the first hundred pages. There are some okay ideas buried in the text, but there are much more engaging ways to learn these lessons elsewhere. It’s a bit of a slog to get through even if you are desperate for solutions.
Show moreQuestions about this book
What is the main idea of Fix It by Roger Connors and Tom Smith?
The authors argue that what separates high-performing organizations is how people take ownership of outcomes, more than strategy or resources. They set behavior below the line, including denial, waiting for direction and blaming others, against four steps above it, which run from See It through Own It and Solve It to Do It. Accountability, in their view, is a personal choice to take responsibility for results, and the book offers 16 practices that turn that choice into everyday behavior.
What does above the line and below the line mean in Fix It?
Below the line is a victim mentality: denying reality, waiting passively to be told what to do, pointing at others and expecting them to act. Above the line means seeing reality clearly, taking ownership of the situation, looking actively for solutions and following through. The authors use this line to help teams notice which way they respond when problems appear, so they can choose ownership instead of blame.
How do you give and receive hard feedback according to Fix It?
To give it, ask permission first by offering to share an observation, add brief context, then go straight to the point without long praise beforehand, and speak as an ally rather than a prosecutor. To receive it, swap vague questions about concerns for if-you-were-me questions, such as which deadlines would worry them in your place. That framing makes people advisers solving your problem, so honesty feels safer.
How can a manager apply Fix It to act on employee suggestions?
Ask what one thing in a suggestion you can act on, instead of judging whether the criticism is fair; a medical device company saw implementation quadruple after managers made that switch. Respond within 48 hours, which a retail chain linked to stronger team performance. Make feedback visible, like a plant’s cafeteria wall of color-coded cards, and hold short closure conversations when an idea is not used.
Who should read Fix It?
It suits managers, team leads and executives facing disengaged teams, stalled initiatives or a habit of finger-pointing. It also helps individual contributors who want to take more ownership and handle feedback better. The practices are concrete, from joining frontline staff on the job to answering suggestions within two days, so readers can test them with their own team right away.
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