I’ve been thinking a lot about dissension and its role in business. It appears that most leaders avoid it at all costs, especially from customers. Or if we’re talking about associations, if you don’t march in time with the brand, you’re labeled a traitor.

However, as Howard Zinn, U.S. historian and activist, said, “Dissent is the highest form of patriotism.”

So, why would leaders be afraid of those who offer contradictory opinions?

The answer is simple: Ego. Most leaders take to the notion that they’re “leading.” And by “leading,” that means their word is final, their roads in the woods the only ones to walk.

But what about the loyal customer or the long-time member who offers a different opinion? Shouldn’t she be listened to, as well?

Yes! More often than not, though, she is not listened to. That person is dismissed as a rebel rouser, someone out to undercut the business.

But what if that person has been a loyal customer or a renewing association member year after year? Maybe she is really out to help the company. Maybe that person put a lot of time and money into something she feels like she “owns”?

I think leaders are short-sighted to ignore these “owners.” They’re probably more invested in the company than managers or board members, who may be in the business for a quick buck or to pad their resumes.

Real leaders embrace contradictory opinions. They know how to engage. They build up rather than put down.  If you’re afraid of a little criticism, you’re not a real leader.

(Photo credit via Flickr: Romain Rolland / Creative Commons)