When I reflect on the most effective and respected leaders I have worked with in my career, there is one quality that is a common denominator among all of them: They are straight talkers. They say what they mean and they mean what they say, and they do so in a way that builds trust and goodwill. Like the quote in the old Jack Nicholson movie, they can “handle the truth”.
About 20 years ago I was beginning a flight from Phoenix to Chicago. Shortly after takeoff, the Captain picked up the microphone to give us an update. He had a voice that sounded old and gruff. He said, “I want you all to know that we have a problem. Oh c’mon now, don’t get all in a panic. Here’s the situation: The computers are down at O’Hare. What does that mean? It means we can’t land there until the computers are working again. Does this mean we will be landing somewhere else, like St. Louis or Denver? I don’t know folks. I just don’t know. But you can count on this: As soon as I find out anything, I will tell you right away. This much I can tell you…relax folks…it’s going to be one of those nights!”
And what do you think our reaction was? We relaxed, we laughed, and we had the utmost trust and confidence in the pilot. He talked straight with empathy and clarity. We were all kept in the know, and we felt respected and valued. He was a leader. We can be strong leaders too. Always talk straight, and don’t be afraid to tell someone the truth.
