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“What you do speaks so loudly that I cannot hear what you say.”

When I was promoted to general manager for a national restaurant chain, I was situated in a location that I originally started at one year prior and had a decent rapport with the staff. The first week, I had encouraged my team that we needed to get the store up to standards in cleanliness.

During our weekly focus in this area, one of the staff, Brittany was working happily and diligently, both somewhat unusual for her. When I asked her why the positive change in her demeanor, she stopped and turned to her colleagues and said, “Paul, the last time you were here and asked us to clean up you impressed me by cleaning the office as well. No manager ever did that. I remember you telling me that you couldn’t ask us to clean our work areas…

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