Does your company struggle with customer satisfaction? Do your employees fully engage with the mission and values of your company on your customers’ behalf? Sometimes it seems as if all the policies, procedures, and propaganda have little effect on company culture, employee engagement, and customer service.  It is crucial to understand all the ways we communicate expectations to employees. Often, we are not aware of how our behavior may contradict stated employee policies and organizational values. Fully engaged employees are essential for customer satisfaction. Are you aware of all the intended and unintended ways you communicate with your employees? Symbolic Action and Dissonance Most companies claim to value employees. Visit any well-known organization’s employment page, and you will likely find phrases like “competitive benefits…