The aviation community’s response to the January 29, 2025, midair collision over the Potomac River underscores the critical role of transparent leadership in ensuring passenger confidence and safety. In moments of crisis, effective communication requires more than just delivering information, it demands an alignment of head and heart.
When the American Airlines pilot addressed his passengers following the tragedy, he didn’t just rely on facts and procedures; he spoke with genuine emotion and empathy. His words, “I have no higher calling than the safety of this flight and the responsibility of carrying you to your destination,” reflected both his deep commitment to safety and his understanding of passengers’ fears. This fusion of rational assurance and heartfelt connection is what made his message so powerful.
Transparency isn’t just about a clear line of sight to the facts; it’s about acknowledging emotions while reinforcing trust and security. When leaders align their head (logic, expertise, and facts) with their heart (empathy, self-awareness and social consciousness), they create a foundation of trust that helps people navigate uncertainty with confidence.
In aviation and beyond, the ability to combine transparency with emotional intelligence is a cornerstone in leadership. When people feel both informed and valued, they are more likely to trust, engage, and move forward together, even in the face of tragedy.
A powerful process leaders can use to ensure transparent and authentic communication is the “CLEAR” Framework, which stands for Clarity, Listening, Empathy, Accountability, and Reiteration.
The CLEAR Framework for Authentic Communication
Clarity: Be direct and concise in your messaging. Clearly articulate goals, expectations, and decisions to minimize confusion and misinterpretation. Being clear also means determining how much transparency is appropriate at a given time and requires you to exercise your judgment. This Harvard Business Review article does a thorough job of exploring the concept that great leaders are transparent but they also know when not to be and why.
Listening: Actively listen to employees, stakeholders, and teams. Encourage open dialogue, ask clarifying questions, and show genuine interest in feedback. Answer this question often: Do you Listen with The Will to Learn?
Empathy – Understand and acknowledge the emotions and perspectives of others. Authentic communication happens when people feel heard and valued. Empathy Is No Longer A Soft Skill.
Accountability – Be transparent about successes, failures, and decisions. Admit mistakes, take responsibility, and ensure follow-through on commitments. Read more about building a culture of accountability.
Reiteration – Consistently reinforce key messages through multiple channels and formats. Transparency is built through repetition and consistency over time. This article from Forbes about removing misinformation from the workplace has some great tips.
Ready to practice?
The following CLEAR Communication Worksheet for Leaders is designed to help you apply the CLEAR Framework (Clarity, Listening, Empathy, Accountability, and Reiteration) to a specific challenge you are facing.
Instructions:
- Identify the challenge.
- Use the guiding questions in the CLEAR prompts for each section to develop a transparent and authentic communication plan.
- Fill in the responses and action steps for implementation.
Step 1: Define the Challenge
What is the key challenge or change that needs to be communicated?
Example: A major restructuring is happening, and employees are concerned about layoffs.
Who are the key stakeholders (employees, teams, customers, partners, etc.)?
Example: Employees at all levels, leadership team, HR department.
Step 2: Apply the CLEAR Framework
C: Clarity (Be direct and specific in your communication.)
- What are the key facts and details that must be shared?
- What potential misunderstandings need to be prevented?
- What is the core message in one or two sentences?
L: Listening (Encourage open dialogue and gather feedback.)
- How will you actively listen to employees or stakeholders?
- What channels (e.g., Q&A sessions, surveys, 1:1 meetings) will you use to collect feedback?
- How will you ensure that people feel heard and their concerns are acknowledged?
E: Empathy (Acknowledge emotions and perspectives.)
- What emotions might employees/stakeholders be experiencing?
- How will you communicate with empathy and reassurance?
- What support (career guidance, resources for employees etc.) can be provided?
A: Accountability (Be transparent about decisions and take responsibility.)
- What commitments will leadership make to ensure fairness and transparency?
- How will you communicate uncertainties without losing trust?
- How will you follow through on promises and track progress?
R – Reiteration (Reinforce key messages through consistent communication.)
- How often and through what channels will updates be shared?
- How will you ensure key messages remain clear and consistent over time?
- Who is responsible for ongoing communication and follow-ups?
Step 3: Action Plan & Next Steps
Immediate actions to take:
Example: Draft an initial communication email and schedule a town hall/all-hands meeting.
Follow-up actions and timeline:
Example: Hold bi-weekly Q&A sessions for the next three months.
Who is responsible for implementing these actions?
Example: CEO for initial messaging, HR for employee support, managers for team-level discussions.
Final Check
- Is the communication clear, honest, and specific?
- Have you listened and gathered feedback from key stakeholders?
- Does the message reflect empathy and understanding?
- Are you accountable and prepared to follow through on commitments?
- Do you have a plan for ongoing communication and reiteration?
Perhaps, in honor of the pilot’s words, transparency is a calling. It is both a fundamental part of servant leadership and an ongoing pursuit. It is not a task to be completed but a lifelong practice we have to continuously commit to.
“Leadership should be born out of the understanding of the needs of those who would be affected by it. That requires transparency.” – John C. Maxwell
Click here and let me know if you would like to receive a free resource including the CLEAR Framework and Worksheet in a printable format to use with your teams.
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