A leadership that is silent.
What remains when clarity is missing?
Last week, in a training session with a team of client advisors from the financial industry in Zug.
We were in the middle of a customer argument exercise when one of the advisors suddenly stopped.
He said quietly, almost apologetically:
“To be honest, I don’t even know what we’re working towards right now. The leadership has not said anything for months.”
Silence in the room.
No contradiction.
Only a nod of agreement.
It was one of those moments when as a coach you don’t answer with theory.
Instead, listen.
And she feels how deep uncertainty can go when she is met with silence.
Because this is exactly what often happens in times of change, reorganization or strategy adjustment: The management itself does not know exactly what will happen next.
And then he just doesn’t say anything.
What happens then?
- The employees begin to interpret:
- Are we on the right course?
- What should I say to the customer?
- How long will this go on?
- And what if we are soon superfluous?
When leadership is silent, there is no room for trust, but for rumors, withdrawal and inner resignation.
Employees do not expect perfect answers.
But they need communication.
Even a “We don’t know yet, but we’ll keep you posted, I promise” gives more support than embarrassed silence.
The following applies especially in sales:
If you are supposed to provide orientation, you need orientation yourself.
Otherwise, the sales or consulting conversation will seem erratic, defensive and empty.
In recent years, I have seen many teams take the lead themselves, out of personal responsibility, cohesion or conviction.
But this is rather the exception.
Unfortunately, the rule is:
Without direction, no effect.
Leadership does not mean knowing everything.
But to be present and to show oneself, to take a stand.
And above all: to communicate openly.
Because silence is never neutral.
It’s a sign.
But all too often the wrong one.
If you don’t communicate, you lose. First the trust of the employees, then the customers.
Unleash potential – celebrate success.
