"Culture is not just an ornament; it is the expression of a nation’s character, and at the same time, it is a powerful instrument to mould character. The end (result) of culture is right living."

— W. SOMERSET MAUGHAM

A winning team is a collection of the right people in the right roles who foster the right culture to consistently achieve goals and objectives. The wrapper in this equation is "culture." Culture has become the corporate buzzword of the decade; however, it should be approached as more than a buzzword. Culture defines and creates the framework in which the team will operate – it defines right from wrong and establishes the moral and ethical standard of the team.

Proper or good culture is somewhat subjective to the team that builds it and works and lives in it. There are a few common attributes, however, that most would agree are fostered by a winning culture.

Empowerment

Empowerment is providing team members not only with the authority but also the understanding and resources necessary to make decisions and act. A team that requires the approval of the "boss" or owner before doing anything will have a hard time winning.

In "The Nordstrom Way to Customer Service," the author discusses that retailer’s approach to empowering its team "to act like entrepreneurs to satisfy the customer." Providing your team with the training, support and resources to serve the customer in the best way possible will always result in a win for the team as well as the customer.

Accountability

Empowerment can’t exist in a vacuum; it requires accountability to keep it focused on the team’s mission and vision.

For accountability to exist, there must be empowerment and a clear definition of roles and responsibilities so people can be willing to accept responsibility for their actions.

The team needs to understand the guardrails of each team members’ authority, and where they might overlap.

There is a difference between accountability and responsibility. If a team member is responsible for something, they are expected to execute it. Whereas if they are accountable for it, they may not be the team member doing it, but they need to ensure it is timely and correctly completed in a manner consistent with the team’s culture. Key performance indicators (KPIs), reports and defined goals are necessary to demonstrate and measure accountability.

Candor

Candor is an essential tenant of a winning team, according to former GE CEO Jack Welch: "Lack of candor blocks smart ideas, fast action and good people contributing all the stuff they’ve got. It’s a killer," he wrote in his book "Winning."

People can’t be afraid to speak up and share thoughts. Different perspectives and backgrounds bring new and creative ideas that can challenge the status quo for the better when done in a team with a culture that includes empowerment and accountability.

This brings into the equation trust and empathy, which need to exist and be exercised for true candor to be productive and uniting instead of divisive.

Culture isn’t created and built by the leader or owner alone. It requires and will take on the attributes of each team member. For this reason, it cannot be dictated or forced.

If you want a winning team with a winning culture, you must select the right people who share the collective belief and understanding of the culture you desire. They will each require and be required to foster empowerment, accountability and candor. A single dissenter will change the culture, creating results that are inconsistent with the goals of the team.

David Gallagher is principal for Spiritus Business Advisors. He has over 25 years of experience as a senior service-oriented leader on all aspects of property service. Contact him at david@spiritusba.com.