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Carol Kinsey Goman
Leadership consultant

Carol Kinsey Goman

Carol Kinsey Goman is an executive coach, author and keynote speaker. Her latest book is The Nonverbal Advantage: Secrets and Science of Body Language at Work.

Doing rather than saying

Q: A cloud of volcanic ash grounds European airlines and the chief executives of KLM and British Airways join their crews on test flights to show that it is safe to fly. What do these actions say about the importance of symbolic involvement by top leaders in responding to crises?

Leaders on the front line is a potent form of communication under any circumstances. Here's why...

Organizations send two concurrent sets of messages. Formal communication is what companies "say" to employees about the organization and its values and goals. Informal communication is what the company "does" in terms of rewards, compensation, training, organizational structure, and (most importantly) leadership behavior to support what it says. Informal communication is far more powerful. For today's skeptical employee audiences, rhetoric without action quickly disintegrates into empty slogans and company propaganda. Closing (or at least narrowing) the "say-do" gap becomes critical for building employee engagement and trust.

By Carol Kinsey Goman

 |  April 20, 2010; 10:49 AM ET
Category:  Corporate leadership Save & Share:  Send E-mail   Facebook   Twitter   Digg   Yahoo Buzz   Del.icio.us   StumbleUpon   Technorati  
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