Ithaca, NY, December 23, 2014 – Taking actions that match your stated priorities – and not stating priorities you do not back up with action – are keys to effective management, as explained in a new report from Cornell’s Center for Hospitality Research (CHR). The report, “What Message Does Your Conduct Send? Building Integrity to Boost Your Leadership Effectiveness,” by Tony Simons, demonstrates the beneficial effects of management integrity in several industries, including banking, healthcare, and hospitality.
“What we noticed in these studies is that it’s essential not only for the manager to follow through reliably, but also to make sure that employees understand that this is the case,” said Simons, an associate professor at the Cornell School of Hotel Administration. “People intuitively know that this makes sense, but our studies show that it’s sometimes difficult for managers to act in keeping with their verbalized commitments and stated beliefs. For this reason, the report discusses how to address the challenges that arise for managers.”
The studies showed the beneficial effect of management consistency in aerospace, banking, healthcare, and hospitality businesses in both Belgium and the United States. In all cases, management consistency in speech and action promoted employees’ performance and corporate outcomes. The studies also highlighted the destructive effects that occur when employees perceive managers to be hypocritical.
“In sum, to paraphrase Marshall McLuhan, the manager is the message when it comes to service or ethics or performance standards,” said Simons. “It’s essential for managers to behave as they say they will… and as they ask others to behave. Anyone who leads must realize that their credibility is on the line every hour of every day — and their credibility is their most important asset.”
