“Leaders inspire accountability through their ability to accept responsibility before they place blame.”
― Courtney Lynch

Balancing empathy and accountability with an underperforming team member is critical—not only to get them back on track but to ensure the entire team stays aligned. Here’s how I’d handle it:

1. Address the Issue Head-On
   Start with a direct conversation. Clearly communicate there’s an issue and what’s expected. Outline the standards and the gaps in their performance, reinforcing that those standards aren’t just for the organization; they’re to help everyone be their best.

2. Listen
   Before jumping to conclusions, listen. Maybe they’re experiencing challenges at home, lack clarity in their role, or are burned out. By listening, you can understand if it’s a communication problem, a skill gap, a motivation issue, or something personal. See the situation from their perspective, and try to uncover the root of the problem.

3. Provide Clear Feedback and an Actionable Plan
   If someone’s struggling, they need clarity. Lay out specific, achievable goals and a timeline to see improvement. This is where accountability plays a big role. They need to know you expect improvement and will follow up on it. It’s not personal; it’s about performance and success.

4. Support and Check-In
   Let them know you’re in their corner. Offer resources, mentorship, or training, but don’t micromanage. Touch base with them regularly. Show them they’re being supported while still being held to a standard.

5. Maintain the Standards
   Ultimately, the team’s success and the mission come first. If improvement doesn’t happen, you must address that. It could mean reassigning them, providing additional resources, or, if necessary, considering a different role for them. The team deserves a leader who’s empathetic, but also someone who doesn’t let standards slip.

Balancing empathy and accountability means understanding their challenges, setting clear expectations, and following through. Always show respect for them as a person while making it clear that results and standards matter.