It is important that all staff understand accountability and make it part of their attitude towards their work. In this episode Serena is appalled by lack of accountability and Marcus passes the task of remedying the situation to Carol, who calls a snap meeting with everyone including Carlos the cleaner. People seem confused when Carol challenges their understanding of accountability, yet she secretly confesses her own misunderstanding. The new guy, Sam, provides a clear and unequivocal definition that saves the day. In addition we cover the learning outcomes of sharing examples, agree on expectations, showing pride in being accountable and reviewing and rewarding achievements.