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Micro-Messages: The Power of Small
Did you know that up to 80% of all human communications, whether personal or business, have NO necessary relationship to WHAT is said or done, but rather HOW it is said or done?
Part of strengthening a respectful and inclusive work climate relies on your team members' ability to effectively communicate with colleagues and clients from backgrounds different from their own.
To illustrate this point, let's imagine that you are about to say the following 4 phrases to a coworker or colleague. As you explore each of the following 4 choices, try to notice the subtle differences between each by emphasizing the words capitalized. Are you ready?
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"It takes too many of our resources to try to be all things to all people/all customers. We should just have one standard for everyone."
You're right, we should have one standard, and we do! We have one standard for customers and employees…, and that is "we treat all people with dignity and respect." The challenge is this treatment looks different from individual to individual. Experience has shown us that a one-size-fits-all approach just doesn't meet the unique needs of everyone, and can impact business. There is tremendous benefit when we can meet the needs of individual stakeholders and customers.
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