“Until we restore a more people-centered approach, we will continue to feel unsatisfied and largely unfulfilled by our interactions — despite having the most powerful connection and transmission devices in human history in the palms of our hands.”

Geoffrey Tumlin, Stop Talking, Start Communicating

What it is

The dictionary definition of “communication” is: “the imparting or exchanging of information by speaking, writing, or using some other medium”.

Why it’s important

Every part of the customer and employee experience involves written or verbal communication – whether it’s the words on your website, a call centre webchat script, a team leader’s presentation or the company’s social media page. Poor communication leads to an inefficient and a disengaged workforce. Most of the problems relating to employee engagement stem from a lack of understanding, e.g.: 

  • Employees not understanding what they have to do
  • Employees not knowing what their organisation stands for, and feeling disconnected to it
  • Customers feeling misunderstood by customer service staff
  • Customers and employees on the receiving end of poorly written emails and website content etc. 
  • Campaigns with great potential, but not being successful because of poor communications strategy

In the absence of information, rumours thrive. Employees end up guessing, they get confused and frustrated. These breakdowns in communication can ultimately result in organisations losing employees and customers. Let’s face it, if you don’t feel understood, you don’t stick around. 

How we can help

We can help you with strategies and targeted training to improve your internal and external communications. We’ll help with the clarity and the personality of the language that your employees use, by developing a branded “tone of voice” for your organisation with clear and simple guidelines. Most importantly, we’ll make sure your employees know how to use it through our tailored training programmes

Top tip

Are you really listening, or just waiting to talk?

It’s rare to come across a really good listener. And most conflict is a result of poor listening. Don’t just listen to reply – listen to understand. Listen actively by paying attention, paraphrase what was said and ask appropriate questions.