The Mysterious Case of Missing Responsibilities

Every time I start working with a new consulting client, the same challenge pops up like clockwork: unclear roles. A simple example? Who is responsible for registering people to attend events?

One person assumes marketing handles it, marketing assumes operations does, and operations is pretty sure a friendly volunteer fairy was taking care of it. By the time we figure it out, the registration deadline has passed—and somehow, no one was responsible.

I see this happen across organizations of all shapes and sizes. When responsibilities aren’t clearly defined, work slows down, frustration builds, and teamwork suffers.

When everyone knows exactly what’s expected, it’s like shifting from a three-legged potato sack race to a relay team—the handoffs are smooth and everyone’s finally running in the same direction 

Confusion kills productivity. Clear roles help teams move faster and collaborate better.

Clarify roles by:

• Defining scope: Know who does what—and why.

• Eliminating overlap: Avoid duplication of effort.

• Updating regularly: Adjust responsibilities as needs evolve.

If you’re unsure where to start, ask your team one simple question: Does everyone know where they add the most value? If the answer is a chorus of awkward silence, it’s time to revisit roles and responsibilities.

Clear expectations lead to confident teams—and confident teams deliver better results (with far fewer “I thought they were doing it” moments).