Humanising Workplaces

Joanne Lockwood

Tags: Customer experience, Organisational Change, inclusive language, Employee Development, Humanising Workplaces, Leadership Coaching, Business Communication, Sales and Marketing, Brand Strategy, Cultural Awareness

Humanising Workplaces: Transforming Business Communication

Exploring the human essence of business, Joanne Lockwood and guest Ben Afia redefine workplace communication and customer engagement in a touching conversation on The Inclusion Bites Podcast.

In this episode of The Inclusion Bites Podcast, Joanne Lockwood engages in a thought-provoking discussion with Ben Afia, a specialist in making business more human through language and communication. Ben shares his expertise in coaching and encouraging internal change within organisations to promote a more positive emotional state and connection. Joanne offers her insights on downsizing her business and realising the need for virtual assistants to fulfil her desires and motivations.

Ben Afia, a language and communication specialist, is dedicated to making business more human, focusing on customer service, marketing, and communication within organisations. With his expertise, he encourages listeners to visit his website, benafia.com, and invites engagement and connection on LinkedIn. Ben emphasises the importance of humanising business, considering diverse audiences and cultural differences, and delivering on promises with a warm, friendly tone in business communication.

Throughout the episode, Ben and Joanne delve into the power of storytelling, developing a consistent brand voice, and the challenges of translating spoken language into written communication while maintaining an authentic tone. They underscore the significance of empathising with the audience and delivering messages in a relatable, human way to foster genuine connections.

A key takeaway from this episode is the importance of humanising workplaces through authentic communication, empathy, and cultural awareness. Listeners will gain valuable insights into coaching, brand strategy, and customer experience, as well as practical guidance on creating meaningful connections and understanding diverse perspectives within organisations. Whether in leadership, marketing, or customer relations, this episode provides essential knowledge and strategies for humanising workplaces and fostering genuine, inclusive environments. Subscribe to the podcast and engage with Joanne for ongoing discussions on making the workplace better for everyone.

Published: 14.03.2024

Recorded: 10.01.2024 Episode Length

Duration: 0:57:00

Shownotes:

AI Extracts and Interpretations
The Inclusion Bites Podcast #102: Humanising Workplaces
Other Links
SEE Change Happen: The Inclusive Culture Experts
youtube.com Inclusion Bites Podcast on YouTube

Three Key Topics

Language and Communication in Humanising Business

Ben Afia emphasized the significance of considering the audience’s preferences and improving communication in a more human way. We discussed the impact of dehumanising experiences on both employees and customers, and the potential for changing internal relationships to enhance customer interactions.

We delved into the importance of delivering on promises and creating a warm, friendly tone in all aspects of business communication, breaking down the barriers between people to make them more receptive.
Our conversation also revolved around the challenge of translating spoken language into written communication while maintaining a conversational and authentic tone in business writing. Ben shared his experience of transforming formal language into a more conversational tone, especially in conflict situations.

Curiosity points:

What are some effective strategies for organisations to create a consistent and approachable internal and external communication style?
How can businesses balance the need for formal communication with the human touch to resonate with employees and customers on a deeper level?

Inclusivity and Empowerment in Organisational Culture

We delved into the challenges and importance of creating inclusive work cultures and environments that cater to diverse needs and preferences. The conversation highlighted the need for more inclusive social events and cultural conversations that don’t revolve around alcohol, and the value of accommodating different lifestyle and cultural practices.

We explored the significance of providing diverse dietary options, including vegan, vegetarian, gluten-free, and non-dairy choices, to ensure inclusivity for individuals with varying dietary requirements.
Our discussion revolved around empowering and equipping employees to communicate with confidence, rather than scripting and repeating phrases, aiming to create a more accepting and inclusive environment.

Curiosity points:

How can organisations successfully incorporate inclusivity within work-related events, considering varying cultural practices and lifestyle choices?
What innovative approaches can be adopted to provide better and more creative dietary options for individuals with diverse dietary requirements?

Humanising Customer Service and Brand Strategy

We explored the concept of humanising business and the importance of relating to people as individuals in customer service, marketing, and communication within organisations. Ben shared an example of coaching Vodafone’s webchat teams in India to understand and empathise with UK customers’ communication style and cultural differences.

Our dialogue extended to encompass Ben’s upcoming book, “The Human Business: How to Love Your Customers so They Love You Back”. The book focuses on employee experience, brand strategy, and customer experience, and how they are interconnected.
Ben highlighted the significance of trust in organisations and the crucial role it plays in addressing issues of discrimination and ensuring fair treatment for all employees, providing a guide for organisations aiming to connect with their audience on a more human level.

Curiosity points:

How can organisations effectively develop a consistent brand voice and convey empathy and authenticity in their communications?
What strategies can businesses implement to understand and empathise with diverse customer demographics and cultural nuances in their communication and service delivery?

Key Terms and Phrases

Coaching Culture

Definition: A coaching culture refers to an environment within an organization where coaching is embraced as a leadership style and method for personal and professional development. It involves regular coaching conversations, feedback, and learning opportunities for employees at all levels.
Relevance: Building a coaching culture can drive individual and team performance, improve communication, and foster a growth mindset. It encourages continuous learning and empowers employees to take ownership of their development.
Examples: Regular one-on-one coaching sessions, peer coaching, leadership coaching programs, and a focus on skill development through coaching conversations.
Related Terms: Leadership Development, Mentoring, Performance Management, Feedback Culture
Common Misconceptions: Some may mistakenly believe that a coaching culture is only relevant for leadership, but it can benefit employees at all levels by promoting a supportive and developmental environment.

Storytelling in Business

Definition: Storytelling in business involves using authentic and engaging narratives to communicate values, evoke emotions, and make information memorable. It focuses on conveying a message through a narrative structure, connecting with the audience on a human level.
Relevance: Storytelling in business can enhance communication, humanize brands, build emotional connections with customers and employees, and inspire action. It creates a shared understanding and resonates with people on an emotional level.
Examples: Sharing success stories, customer testimonials, brand origin stories, and using metaphors and anecdotes to illustrate key concepts.
Related Terms: Brand Storytelling, Narrative Marketing, Emotional Branding, Content Storytelling
Common Misconceptions: Some may mistakenly believe that storytelling is limited to marketing, but it has applications across various business functions, including internal communication and leadership development.

Brand Voice

Definition: Brand voice refers to the consistent and distinctive personality, tone, and style of communication used by a brand in all interactions with its audience, conveying its values and building recognition.
Relevance: Establishing a strong brand voice helps create brand identity, build trust, and differentiate a brand in the market. It enables the brand to engage with its audience authentically and maintain coherence across various communication channels.
Examples: Tone of communication, choice of language, humour, formality, and the distinctive way of expressing brand values and messages in written and spoken communication.
Related Terms: Brand Personality, Tone of Voice, Brand Identity, Communication Consistency
Common Misconceptions: Some may mistakenly believe that brand voice is limited to marketing content, but it extends to every touchpoint where the brand interacts with its audience, including customer service and internal communication.

Appreciative Inquiry

Definition: Appreciative inquiry is an organizational development and change management approach that focuses on identifying and amplifying an organization’s strengths and positive experiences. It aims to create a shared vision for the future based on constructive dialogue and storytelling.
Relevance: Utilising appreciative inquiry fosters a positive and collaborative work environment, encourages innovative thinking, and promotes a strengths-based mindset. It also supports inclusion by valuing diverse perspectives and uplifting the collective morale.
Examples: Conducting workshops to elicit success stories from employees, using appreciative inquiry to guide strategic planning, and incorporating positive storytelling into change management processes.
Related Terms: Strengths-Based Approach, Positive Psychology, Organisational Development, Change Management
Common Misconceptions: Some may mistakenly believe that appreciative inquiry ignores challenges and obstacles, when in fact, it seeks to build on existing strengths to address and overcome limitations constructively.