Ever had a leader whose words and actions didn’t match? I have. It was disappointing, demoralizing, and frustrating. But more than anything, it left me skeptical of everything he said. Once you’ve experienced that kind of disconnect it’s hard to fully trust a leader’s word, and that’s when leadership credibility begins to erode.
Our actions will always trump our words, which is what I refer to as the 100% rule. A 2023 Gallup poll showed only 21% of employees strongly agree they trust their organization’s leadership. Not surprisingly, one of the biggest contributors to a lack of trust is incongruence between words and actions.
Leadership credibility is something that’s built through the everyday moments. Things like telling a team member we’ll circle back this afternoon and then forgetting. Promising to listen but cutting the speaker off mid-sentence. Even (ugh!) stressing accountability but not always demonstrating it… Infractions like these may seem minor, but they land with weight.
When our words and actions don’t align, our teams, peers, and stakeholders notice. Over time, those gaps between what we say and what we do chip away at trust and our leadership credibility.
The Leader I Had
One of my former bosses had a habit of saying, “I’ll call you this afternoon” and “I’ll review this tomorrow and get back to you.” But the calls and the promised follow through never came without prodding.
At first, I gave him the benefit of the doubt – he was busy, pulled in a dozen directions. But after the tenth, twentieth, fiftieth broken word, I found myself holding back an eye roll every time he made a commitment. His word meant little. My peers and I all knew we’d have to chase him down for days, or even weeks, when we needed something.
Leaders, seemingly small inconsistencies add up! Every disconnect between word and deed erodes trust. Over time, cracks become gaping holes and stakeholders stop believing what they hear…Experience has taught they can’t.
The silver lining for me (with that boss) was I learned a valuable lesson: Commit thoughtfully and then follow through. This means I think realistically before I say I’ll do something. Thinking first helps assure when I say I’ll call someone back, overwhelmingly I do. When I schedule a meeting, 90+% of the time I show up. When I commit to a date to provide information, I deliver it on time.
Exceptions happen, but they don’t need to break trust.
Leaders are human and life happens! When it does, communicate directly with the person involved as early as possible, and give the new delivery date or the option to reschedule when it’s most convenient for them.
Communicating at the earliest opportunity helps assure we’re not making deductions from our credibility and trust banks. Everyone has had to reschedule a meeting or shift priorities at some point, and they get it – as long as it is the exception and not the rule.
The Power of Congruence
When our words and actions align, it pays dividends. Trust in our ability grows, not because of one grande gesture, but because of the steady reliability our teams experience day-to-day. Holding ourselves to the same standards we expect of others demonstrates our words are meaningful. That’s the foundation of leadership credibility.
Congruence also strengthens the culture within our teams. If we expect accountability, respect, or transparency, modeling them makes them real and relatable. Remember, team members take their cues from us. When we consistently model the standards we talk about, those behaviors take root, are immulated, and form the organizational culture.
Perhaps most importantly for an aspiring leader, congruence builds influence. Direct reports are more engaged, peers are more collaborative, and senior stakeholders listen more closely when our credibility is intact. We don’t have to push as hard to be heard, because our actions have proven our words can be trusted. Influence expands through leadership credibility.
Three Practical Ways to Keep Words and Actions Aligned
- Think before you commit. Be realistic with the expectations you set for yourself. A casual “I’ll get that to you today” may feel small in the moment, but it sets an expectation others will hold you to. Avoid offhand promises or frivolous commitments – each one contributes to your leadership credibility.
- Follow through. This sounds obvious, but it’s where credibility is won or lost. Make it your priority to keep your word. Consistency builds the trust bank leaders rely on, and it’s the heart of leadership credibility.
- Communicate exceptions early. Life happens. Priorities shift. The difference between losing credibility and maintaining it relies on how you communicate. If you can’t follow through, tell the person as soon as possible. Be direct, set a new realistic expectation, or give them the option to reschedule. Leaders who handle exceptions well strengthen their leadership credibility, even in the face of disruption.
The Wrap
In the end, I don’t remember “that boss” because I didn’t trust him — I remember him because he taught me an important “what not to do.”
As leaders, and as humans really, our reputations are built by our words AND actions, not one or the other.
How often will our actions trump our words? 100% of the time.
Think before you commit, follow through, and communicate clearly when priorities shift. Develop and maintain your leadership credibility as you protect your trustworthiness.
WANT SOME HELP?
What grade would your leadership team get on the leadership credibility scale? If you aren’t 100% sure it’s an ‘A’, reach out today. The professional leadership coaches at PERSPECTIVES will help you make sure you’re proud of that score.