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Consistency Breeds Trust. Inconsistency Closes People Off
A young leader, let’s call him Charles, recently approached me, struggling with his boss. Charles is a bright and promising individual who constantly seeks to improve himself within the company. He’s a team player and a strong advocate for his people. However, he worked under a leader whose inconsistent behavior made his job increasingly challenging.
This leader often stated he had an open-door policy and encouraged team members to discuss any issues. But when Charles brought up problems, his boss would get frustrated and demand solutions instead of focusing on collaborative problem-solving. On one occasion, Charles’s boss asked him for information about a new topic Charles had limited knowledge of. Instead of using this as an opportunity for shared learning, the boss publicly berated Charles in front of the leadership team. Understandably, Charles felt flustered and humiliated.
Over time, Charles realized his boss’s behavior followed a troubling pattern. Despite claiming to be approachable, his boss’s unpredictable reactions made Charles feel unsafe bringing up ideas or concerns. Charles no longer trusted his boss, and instead of being an advocate for his team, he started avoiding discussions, meetings, and initiatives. He feared his boss’s erratic responses, which could range from enthusiasm to anger.
When Charles sought my advice, I shared a key principle of effective leadership: Good leaders are consistent leaders. Consistency builds trust. People need to know they can count on you to respond reliably, regardless of the circumstances.
Reaction vs. Response
There are two ways to handle information: reacting and responding. A reaction is instinctual — like ducking when a baseball is flying at your head. A response, on the other hand, is a deliberate and thoughtful action — like catching the ball to prevent injury to yourself or others.
As a leader, your responses should be measured and consistent. This doesn’t mean you suppress emotion but that you take a moment to assess and choose the best course of action. By doing so, you create a safe environment where your team feels valued and supported.
