This past week, I was reading about communication in John Maxwell’s book, The 17 Indisputable Laws of Teamwork. As a leader who has worked inside organizations where communication wasn’t a priority at the top, this story about Continental Airlines really resonated with me, because I fully understand (as a team member) what it’s like to be on the other side of that. And it’s not fun!

Back in 1994, Continental Airlines was on the verge of its third bankruptcy. Morale was terrible, communication had collapsed, and customer satisfaction was at rock bottom. Then Gordon Bethune stepped in. He understood that communication, not just strategy, would turn things around.

Bethune opened executive offices to employees, held open houses, and even burned what had been come to known by employees as the “Thou Shalt Not” employee handbook in front of his team. His mantra on the importance of communication was simple:

“Unless it’s dangerous or illegal for us to share it, we share it.”

Why? Because leadership rises and falls on communication. And everything rises and falls on leadership. When leaders don’t listen, they stop gaining wisdom, teams stop speaking up, and indifference spreads. Eventually, hostility and misalignment take over.

Maxwell lays out three essentials under the law of communication for leaders:

• Be consistent – Your team shouldn’t have to guess where you stand.
• Be clear – Confusion kills collaboration.
• Be courteous – Respect builds trust.

And for team members, effective communication means being supportive, staying current, and being willing to be vulnerable. As Charlie Brower once said,

“Few people are successful unless a lot of other people want them to be.”

As I reflect on this past week, I’m asking myself (and you might ask yourself too):

• Am I committed to consistent communication?
• Am I supportive of everyone, even those I don’t naturally connect with?
• Am I willing to be open, or am I holding grudges that block communication?

Great teams are built on great communication – and it starts at the top!