Key Matters Guide
Resource Centre

Leadership information, ideas and assistance

Help us improve

Is there anything on this site which doesn't work or which you think could be improved? Please help us to get better.
Email us to give us feedback about what works well, or not so well, for you, or to make a suggestion or report any problems you encounter.

PS. One thing you may notice is that we use Australian English spelling. So we're sorry if you are from another part of the world where words like colour and organisation look strange to you, but we hope you can still understand us, despite the different spelling.

Congruent messages

Messages are conveyed in a wide range of ways, not just by our words. Any conflict between all these messages which are being conveyed simultaneously by different means will make it much more difficult to get your message across successfully. This becomes especially important if the organisation is involved in any crisis or controversy.

To ensure that your message is being conveyed clearly and consistently, check for congruency between any of the following aspects of your business which might be applicable in a situation:

• words
• comments
• actions
• public statements
• media releases
• interviews
• gestures and body language
• tone of voice
• facial expressions
• attitudes
• sponsorships
• profile
• image
• past reputation
• advertising
• market position
• expectations held by the community
• status of spokesperson
• gender of company representative
• staff dress and uniforms
• logos
• pictures
• illustrations
• photographs
• other visuals
• physical presence
• buildings
• entrance or foyer
• facility
• legal actions or statements
• business cards
• stationery
• publications.

© Kerrie Mullins-Gunst
This article is copyright, but permission will usually be given to reproduce it, if requested. Contact us to request permission and see the reprint guidelines here>>.

To see more articles Click here>>.

Many more resources are available in the Key Matters Guide Resource Centre. Click here>>