Mixed Messages: The Greatest Threat to Organizational Effectiveness

During a post-Christmas road trip, my twin sister and I encountered interesting signs as we booked it up I-95 from Florida to the Carolinas. Perhaps unsurprisingly, as we reached the northern border of Georgia, a bright flashing road sign proclaimed: “Don’t Drink and Drive. Be Safe.” It was New Year’s Eve, so the sign was appropriate. But less than 2 miles past this message, we encountered a massive billboard with large images of bourbon and the message, “Drink like a champ!”  

In short, a two-mile stretch of the interstate encouraged us to be remain both highly responsible and to party to excess. The mixed messages caused me to squirm, but my discomfort had nothing to do with the fact that I’m a teetotaling southern gal. My discomfort, instead, came from the fact that one message boldly silenced the other message; the more important message about responsibility and safety.

Sadly, I think that many schools, businesses, and well-intentioned organizations inadvertently advertise similar mixed messages. On the one hand, leaders assert that people matter far more than power. We argue: “It’s all about the stakeholders. It’s all about the students.” But then we turn around and establish policies, programs, and practices that have less to do with people and more to do with pride and position.

Perhaps we will care about people when the budget is strong. We will build relationships after the building is painted, the furniture is upgraded, and the grass is mowed. We will listen to people only after we determine that their opinion will not genuinely influence our desired behaviors or outcomes. We will care and listen…we will…well, maybe we will…we will try…kind of, not really, maybe, sort of. Sigh.

Mixed messages. They can be dangerous, destructive, and the cause of an organization’s demise. Mixed messages destroy organizational culture, creativity, and compassion. Mixed messages rob leaders of the ability to love people and to lift organizations. Mixed messages. Don’t create them. Don’t send them. Lead with intention, passion, and purpose to do what is right for people.