When Your Actions and Words Don’t Match

by Frank Roche on April 8, 2011

in Communication, Customer Service, Education

“Next stop, 5th Street. The next stop is 5th.”

We were pulling into 2nd Street on the Market-Frankford line.

Since I’d gotten on the subway at 15th Street, it was announcing the stops that were off by one. 15th Street was 30th Street. 11th was announced as 13th. And 2nd was announced as 5th.

But no matter that the subway announcement said, 2nd Street was still 2nd Street. The words didn’t change the fact.

When you communicate with employees it’s the same: Your words and actions must match. If they don’t, employees will know. You can call 2nd Street by a different name. But it doesn’t change the fact that it’s 2nd Street.

True dat.

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