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The Inclusion Bites Podcast
#102 Humanising Workplaces
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🔖 Titles
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1. Humanising Workplaces: Transforming Business Communication with Ben Afia on Inclusion Bites Podcast
2. Unveiling Human Business: Joanne Lockwood in Conversation with Ben Afia on Inclusion Bites
3. Conversations on Humanizing Workplaces: Insights from Ben Afia and Joanne Lockwood
4. Ben Afia and Joanne Lockwood Discussing Humanized Business Dynamics on Inclusion Bites Podcast
5. The Human Touch in Business: Joanne Lockwood and Ben Afia Delve Into Workplace Humanization
6. Humanising Workplaces with Ben Afia: A Conversation on Inclusion Bites Podcast
7. The Human Business Approach: Joanne Lockwood and Ben Afia in Thought-Provoking Discussion
8. Humanizing Business Communications: Joanne Lockwood and Ben Afia Share Insights on Inclusion Bites
9. Bridging the Human Gap in Business: A Conversation with Ben Afia and Joanne Lockwood
10. Nurturing Human Connections in Business: An Engaging Dialogue with Ben Afia and Joanne Lockwood
A Subtitle - A Single Sentence describing this episode
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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.
Episode Tags
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Humanising Workplaces, Leadership Coaching, Employee Development, Business Communication, Customer Experience, Sales and Marketing, Brand Strategy, Cultural Awareness, Inclusive Language, Organisational Change
Episode Summary with Intro, Key Points and a Takeaway
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<p>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.</p>
<p>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.</p>
<p>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.</p>
<p>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.</p>
📚 Timestamped overview
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00:00 Focusing on language to humanize large organisations.
04:37 Micro copy on websites influences customer trust.
07:46 Helping businesses develop brand voice and strategy.
11:50 Style rules emerged in Victorian era for communication.
14:56 Encouraging authenticity and conversational communication in organisations.
18:59 Enabling people to see themselves, not prescriptive.
20:40 Imagine audience's life for effective communication.
26:20 Make business more human, use simple language.
29:51 Use language to reflect status and inclusion.
33:27 Reliving stories energises and sparks creative thinking.
34:26 Negative news reflects human nature; but changeable.
37:44 The power of difference and emotional resonance.
43:41 Freelance work with consultants, encouraging organisational change.
46:10 Drive to fix problems, creating space for thinking.
50:18 Connecting as humans in business creates success.
51:20 Many people fear trouble, lack guidance, be themselves.
54:48 My website, benafia.com, has diverse content.
🎞️ Clipfinder: Quotes, Hooks, & Timestamps
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Ben Afia
00:01:57
00:02:04
The Importance of Humanising Language in Business: "I was trying to help the organisation to relate to customers in the way that they want to be related to, the way they would want to be spoken to."
Ben Afia
00:05:19
00:05:37
The Power of Promise: "And the end result of that for me is, and all the evidence shows that companies that deliver on their promise and turn customers into advocates, people who come back and buy more and bring their friends with them refer are more profitable."
Ben Afia
00:08:04
00:08:10
Developing Brand Voice for Large Businesses: "You do need to find a way of describing that voice in a way that the people using it can apply."
Ben Afia
00:09:20
00:09:27
Brand Identity and Empowerment: "I actually strongly believe in help, in empowering people and in equipping people to bring their own voice into it."
Ben Afia
00:11:50
00:11:57
The Evolution of Language: "And people have this idea embedded in their brains as if it's a rule of grammar, but it's not. It's actually a style rule."
Ben Afia
00:15:08
00:15:24
The Importance of Authenticity in Customer Service: "So when I'm working with marketers, it's actually a bit more straightforward because there's a distance off generally between them and the customer, so they have time to think and to think about what's going into their advertising or into their social media or onto a website."
Ben Afia
00:30:35
00:31:00
The Power of Language in Leadership: "So quite often people are using language to exclude or to show that we have special knowledge unconsciously. It's not necessarily a deliberate thing, but it's a subtle dance all of the time, all of the different subtleties of class, of grouping within a country, between countries, they have very subtle nuances of inclusion and exclusion, and that's how we're using language."
Ben Afia
00:33:55
00:34:13
The Power of Storytelling: "So we're telling these stories, we're reexperiencing, experiencing some of the endorphins. We're putting ourselves in a more emotionally available and emotionally positive state of mind, which then enables us to be really creative about imagining what the future could look like and being creative about finding solutions."
Ben Afia
00:37:44
00:38:02
The Power of Positivity: "And I think that difference is very powerful, but it also gets us to a place that is very emotionally resonant for us. It gets us wellbeing a story and recognising something about ourselves and we just come out honestly, you just come out of it feeling bloody good and feeling good about the people around you."
Ben Afia
00:46:57
00:47:10
The Power of Listening: "You can make more of an impact on the world, honestly, if you are able to be quiet and to absorb and to nudge and encourage rather than be looking for, what am I going to say next?"
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TikTok/Reels/Shorts Video Summary
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**Focus Keyword: Positive People Experiences**
Title: "Humanising Workplaces with Positive People Experiences | #InclusionBitesPodcast"
Tags: inclusion, diversity, workplaceculture, leadership, belonings, communication, coaching, managementstyle, customerexperience, storyelling, businesscommunication, empatheticleadership, brandstrategy, employeeexperience, culturalawareness, languageandcommunication, positivechange, organizationalculture, businessgrowth, customerengagement, learninganddevelopment, teamcollaboration
Killer Quote: "In conflict situations, it's important to be real, avoid formal language, and use simpler, more human language to bring down barriers and make people more receptive." - Ben Afia
Hashtags: #InclusionBitesPodcast, #SEEChangeHappen, #PositivePeopleExperiences, #WorkplaceCulture, #HumanisingWorkplaces, #LeadershipCoaching, #CulturalAwareness, #CustomerEngagement, #BusinessCommunication, #EmpatheticLeadership, #EmployeeExperience, #DiversityandInclusion, #Belonging, #BrandStrategy, #OrganizationalCulture, #BusinessGrowth, #CoachingCulture, #CustomerService, #CultureChange
In this episode of The Inclusion Bites Podcast, Ben and I delve into the transformative power of humanising workplaces through Positive People Experiences and Culture Change. We discuss the importance of relating to individuals in customer service, language and communication within organisations, and how this can create a significant impact on employee experience and customer engagement. Join us to learn how to foster a more inclusive and empathetic workplace culture, driving positive change and growth. Listen now and start your journey towards Humanising Workplaces with Positive People Experiences.
Outro:
Thank you, the listener, for tuning in and being a part of this empowering conversation. Don't forget to like, subscribe, and stay connected for more impactful insights. For additional information and episodes, visit SEE Change Happen's website: https://seechangehappen.co.uk. Listen to the full episode of "The Inclusion Bites Podcast" here: https://seechangehappen.co.uk/inclusion-bites-listen. Stay curious, stay kind, and stay inclusive - Joanne Lockwood
ℹ️ Introduction
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Welcome back to The Inclusion Bites Podcast with your host Joanne Lockwood. In this episode, titled "Humanising Workplaces," Joanne Lockwood sits down with Ben Afia to delve into the crucial topic of making businesses more human through language and communication. They explore the impact of language on customer and employee relations, the power of storytelling in transforming organizational culture, and the need for more inclusive and relatable communication in the workplace. Ben Afia also shares insights from his upcoming book, "The Human Business: How to Love Your Customers So They Love You Back." So, buckle up and get ready for a thought-provoking and insightful conversation about humanising workplaces.
💬 Keywords
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Effective coaching, leadership, management, virtual assistants, downsizing, sales, marketing, storytelling, appreciative inquiry, positive emotional state, coaching culture, workplace inclusion, brand voice, business communication, language and communication, customer interactions, employee experience, customer experience, Vodafone, cultural awareness, conflict resolution, dialects, tribal identity, corporate language, open communication, UK business, appreciative inquiry, human interaction, customer service, brand strategy
About this Episode
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About The Episode:
In this episode, we sit down with a leading expert in humanising business, exploring the crucial elements of relating to individuals in customer service, communication within organisations, and brand strategy. The guest, Ben Afia, brings his expertise to the table, emphasizing the importance of human interaction and cultural awareness in business.
Today, we'll cover:
- The significance of effective coaching by leadership and management, leading to individual development and behavioural change.
- The impact of dehumanising experiences on both employees and customers and how changing internal relationships can improve customer interactions.
- The challenge of creating communication for a diverse, remote workforce with varied accessibility.
- Strategies for delivering on promises and creating a warm, friendly tone in all aspects of business communication.
- The emphasis on the importance of conveying clarity, informality, and empathy in communication.
- The exploration of maintaining a consistent internal voice for large corporations and empowering employees to communicate with confidence.
- The concept of humanising business and the importance of appreciative inquiry and storytelling in supporting change in communication.
💡 Speaker bios
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Ben Afia has been on a mission for the last 25 years to focus on language, particularly in brand strategy and tone of voice. He started this focus at Boots, the chemists, where he worked on the first brand tone of voice. He aimed to humanize large organisations and help them relate to customers in a more personal way. After setting up his consultancy nearly 20 years ago, he has worked with companies like BP, Vodafone, Aviva, and Google, finding similar patterns of issues that come with being a large business. Afia continues to advocate for more human communication in these organisations.
❇️ Key topics and bullets
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Primary Topic: Importance of Effective Coaching in Leadership and Management
- Effective coaching beneficial for individual development and behavioural change
- Contrast with traditional leadership styles
Primary Topic: The Power of Storytelling in Workplaces
- The impact of storytelling on energy and creativity
- Positive emotional state through appreciative inquiry
Primary Topic: Humanising Business Communication
- Importance of relating to individuals in customer service, marketing, and internal communication
- Developing a consistent brand voice for large businesses
- Conveying clarity, informality, and empathy in communication
Primary Topic: Cultural Awareness in Customer Service
- Coaching Vodafone's webchat teams in India to understand and empathise with UK customers' communication style and cultural differences
Primary Topic: Ben Afia's Book and Online Presence
- Upcoming book, "The Human Business: How to Love Your Customers so They Love You Back"
- Ben Afia's website, videos, articles, and podcasts
- Active on LinkedIn and encourages engagement and connection
Primary Topic: Invitation from Joanne Lockwood
- Subscribe to the Inclusion Bites Podcast and provide feedback
- Welcoming potential guests to get in touch
The Hook
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Subject: Revamp Your Workplace with This Unmissable Insight!
1. Ever wondered how to create a workplace that truly empowers and uplifts your team? 🌟 This latest episode is a game-changer!
2. What if you could transform your workplace into a thriving hub of growth and human connection? 🔥 Dive into this unmissable revelation!
3. Discover the secret to building a workplace that's truly inclusive, empowering, and inspiring. It's time for a transformation like never before!
4. Imagine unlocking the key to a workplace environment that fosters growth, belonging, and flourishing potential. This is where it all begins!
5. Ready to revolutionize your workplace and ignite a newfound sense of purpose and unity? The answer lies within this groundbreaking episode!
🎬 Reel script
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"In this week's episode of the Inclusion Bites Podcast, I had an engaging conversation with Ben Afia, an expert in humanizing business through language and communication. We discussed the power of effective coaching, storytelling, and listening in the workplace, as well as the importance of relating to people as individuals in customer service and marketing. Ben shared valuable insights on developing a consistent brand voice and creating authentic, human connections in business communication. Join us as we explore the transformative impact of humanizing workplaces and making business more personal. Subscribe now and don't miss out on our future episodes! #InclusionBites #HumanizingWorkplaces"
🗞️ Newsletter
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Subject: Humanising Workplaces: Insights from The Inclusion Bites Podcast
Dear Inclusion Enthusiasts,
We are thrilled to share the latest episode of The Inclusion Bites Podcast, hosted by Joanne Lockwood. In this episode, entitled "Humanising Workplaces", Joanne Lockwood is joined by the insightful guest, Ben Afia, who specialises in making business more human through language and communication.
The episode delves into the importance of human interaction in the workplace, emphasising effective coaching and leadership styles that lead to individual development and behavioural change. Joanne shares her own experiences of downsizing her business and the realisation of the need for virtual assistants to fulfil her motivations, offering a personal touch to the conversation. Ben also discusses his work with freelance consultants and how he encourages internal change within organisations.
The dialogue illustrates the significance of listening and asking questions in coaching and sales, with a focus on understanding customers' needs and building meaningful relationships. Both Joanne and Ben highlight the value of humanising sales and marketing activities, promoting engaging storytelling that increases energy and creativity in a group setting.
Ben's expertise in language and communication is thoughtfully shared, providing examples of how to convey empathy, informality, and clarity in business communication. He also discusses his upcoming book, which focuses on employee experience, brand strategy, and customer experience, and how they are interconnected.
The conversation is a wealth of insights for anyone seeking to foster inclusive and human-centric workplaces. If you're interested in learning more about humanising business and the importance of relating to people as individuals in customer service, marketing, and communication within organisations, this episode is not to be missed.
Curious to explore further? You can listen to the full episode and previous episodes of The Inclusion Bites Podcast on seechangehappen.co.uk.
We hope you find this episode as enlightening and inspiring as we have, and we encourage you to share your thoughts and feedback. Stay tuned for more inclusion bites!
Warm regards,
Joanne Lockwood
Host, The Inclusion Bites Podcast
🧵 Tweet thread
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🌟 New Podcast Alert 🌟
In this week's episode of #InclusionBites, we have a truly insightful conversation with the amazing Ben Afia! 🎙️
We delve deep into the power of effective coaching in leadership and management, and how it sparks individual development and behavioural change. 🌍
Joanne Lockwood shares her experience of navigating a business downsizing, realizing the crucial need for virtual assistants to fulfil her motivations. 💼
And Ben Afia's perspective on working with freelance consultants and promoting internal change within organizations is a game-changer! 🚀
We emphasize the significance of listening and asking meaningful questions in coaching and sales - understanding the needs of our customers and building genuine relationships. 🗣️
Remember the power of storytelling? 📖 Ben Afia highlights how it elevates energy and creativity within group settings and encourages positive emotional states. 🌈
But he also touches on a crucial point - the tendency organisations have to focus on identifying problems and prescribing solutions, leading to a spiral of negativity. 🙅♂️
Through appreciative inquiry, he aims to switch the narrative to a more positive one, fostering common values and connections within an organization. 🌟
Oh, and you won't want to miss the discussion on humanizing business and the art of relating to people as individuals in customer service, marketing, and communication within organizations! 🤝
And the brilliant Ben Afia shares a sneak peek of his upcoming book, "The Human Business: How to Love Your Customers so They Love You Back". You won't want to miss out on this gem! 📚
Join us in this captivating conversation and let's learn, grow, and make a difference together! 🌐
And don't forget to connect with Ben Afia on his website benafia.com and on LinkedIn for even more valuable insights! 🌐
Tune in to the latest #InclusionBites podcast now on seechangehappen.co.uk and share your thoughts with us. 🎧
#BusinessCoaching #LeadershipDevelopment #HumanConnection
Guest's content for their marketing
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As a guest on The Inclusion Bites Podcast, I had the pleasure of joining Joanne Lockwood for an engaging and insightful conversation. The episode centred on humanising workplaces, and I had the opportunity to share my expertise in making business more human through language and communication.
During the episode, Joanne and I delved into the importance of relating to people as individuals in customer service, marketing, and communication within organisations. We discussed the significance of listening and asking questions, understanding the customer's needs, and building relationships. The conversation also touched on the impact of dehumanising experiences on both employees and customers, and how changing internal relationships can improve customer interactions.
The insightful discussion highlighted the imperative of delivering on promises and creating a warm, friendly tone in all aspects of business communication. I also had the chance to share some of my experiences in coaching and helping individuals transform formal language into a more conversational tone in customer letters.
One of the key takeaways from the episode was the concept of humanising business and the importance of considering what the audience wants to hear and the best way for them to receive the message in communication. I also had the opportunity to introduce my upcoming book, "The Human Business: How to Love Your Customers so They Love You Back," which will focus on employee experience, brand strategy, and customer experience, and how they are all interconnected.
I invite you to listen to the episode and discover more about humanising workplaces and creating meaningful connections within organisations. You can also visit my website, benafia.com, where you can find my book, videos, articles, and podcasts. I am also active on LinkedIn and encourage engagement and connection.
Overall, being a guest on The Inclusion Bites Podcast was a fantastic experience, and I am thrilled to have been a part of such a meaningful conversation. I look forward to continuing the dialogue on humanising business and creating a more inclusive workplace environment.
Thank you, Joanne Lockwood, for hosting me on this insightful podcast, and thank you to all the listeners for tuning in and engaging with the content.
Pain Points and Challenges
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Title: Humanising Workplaces: Overcoming Pain Points and Challenges in Business Communication
Introduction:
Welcome to the Inclusion Bites Podcast, where we explore the human side of business, including inclusion, belonging, and making the workplace better for everyone. In this episode, we delve into the pain points and challenges of business communication and how to overcome them to humanise workplaces.
Pain Points and Challenges:
1. Dehumanising Experiences:
- Inefficient communication leading to disconnect with employees and customers.
- The use of reserved and corporate language creating barriers to understanding and connection.
- Difficulty maintaining a consistent internal voice in large corporations.
2. Ineffective Customer Interaction:
- Lack of cultural awareness in customer service leading to miscommunication.
- Challenges in creating communications for a diverse, remote workforce.
3. Overcoming Internal and External Communication Barriers:
- The historical origins of style rules in business language and the struggle to transition to a less formal style.
- Lack of comprehensive writing training in business environments.
- Translating spoken language into written communication while maintaining an authentic and conversational tone.
Addressing the Challenges:
1. Developing a Consistent Internal Voice:
- Encourage organisations to identify and embrace a consistent brand voice that reflects their ethos and story.
- Empower employees to convey the brand's personality and values authentically, rather than scripting and repeating phrases.
2. Cultural Awareness in Customer Service:
- Provide coaching and training to ensure cultural awareness and understanding of customers' communication styles and cultural differences.
- Foster empathy and appreciation for diverse backgrounds and experiences in customer interactions.
3. Evolving Business Writing Practices:
- Advocate for comprehensive writing training in business environments, addressing the differences between academic and business writing.
- Emphasize the importance of conveying clarity, informality, and empathy in written communications.
4. Humanising Internal and External Communication:
- Implement appreciative inquiry to hear and share stories of when people were at their best, fostering a culture of positive change in communication.
- Utilize storytelling to energise and connect individuals within an organisation, promoting a more positive emotional state and common values.
Conclusion:
Business communication plays a pivotal role in humanising workplaces, fostering meaningful connections, and creating an inclusive environment for all. By addressing the pain points and challenges, organisations can transform their communication practices, embrace cultural awareness, and ultimately humanise their interactions with employees and customers.
Join us in our mission to make the workplace better for everyone. Subscribe to the Inclusion Bites Podcast and be part of the conversation. Together, we can create inclusive, diverse, and human-centric workplace environments.
Tune in to the Inclusion Bites Podcast hosted by Jo Lockwood of SEE Change Happen on seechangehappen.co.uk to explore more insights and strategies for humanising workplaces.
Questions Asked that were insightful
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During the interview, Joanne Lockwood and Ben Afia discussed several thought-provoking topics that could be turned into a series of FAQs for the audience. Here are some potential questions based on the insights from the interview:
1. How can effective coaching by leadership and management benefit individuals and lead to behavioural change?
2. What was Joanne Lockwood's experience of downsizing her business and realising the need for virtual assistants to fulfil her desires and motivations?
3. How does Ben Afia work with freelance consultants and encourage internal change within organisations?
4. Why is listening and asking questions important in coaching and sales, particularly in understanding the customer's needs and building relationships?
5. How does storytelling impact energy and creativity in a group setting, and why is it important in organisations?
6. What is appreciative inquiry, and how can it promote a positive emotional state and connection within organisations?
7. How can organisations shift away from negativity and focus on asking deeper, meaningful questions to support positive change?
8. What strategies can help in developing a consistent brand voice for large businesses, and why is it important in communication?
9. What are the challenges of translating spoken language into written communication while maintaining a conversational and authentic tone in business writing?
10. How can companies humanise their approach to customer service, marketing, and communication within organisations?
These questions can be used as a starting point to create a series of FAQs that are aligned with the key insights from the podcast episode.
Blog article based on the episode
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**Unleashing the Humanity in the Workplace: A Look Inside "Humanising Workplaces"**
In the fast-paced, ever-evolving world of business, the term "humanising workplaces" has never been more critical. The way we communicate, engage with each other, and create a sense of belonging within our professional environments speaks volumes about the values we hold. This week's episode, "Humanising Workplaces" on The Inclusion Bites Podcast, hosted by Joanne Lockwood, delved into this very subject, offering invaluable insights and actionable strategies to harness the power of human connection in the workplace.
The episode highlighted the common problem of dehumanisation within business interactions. It brought to light the struggles faced by organisations in maintaining authentic, human connections with their employees and customers. The traditional, corporate language and lack of cultural awareness were acknowledged as factors that contribute to this issue. However, it did not just stop at identifying the problem; it delved into actionable items and inspiring stories that set the stage for a transformative shift.
In this episode, Ben Afia, a specialist in making businesses more human through language and communication, shared invaluable strategies and perspectives. He emphasised the importance of effective coaching by leadership and management, which can lead to individual development and behavioural change within organisations. By championing the use of language and tone of voice to relate to employees and customers in a more human way, Ben provided a roadmap for a transformative change in organisational communication.
One of the pivotal discussions in the episode revolved around the value of storytelling in humanising interactions. Ben highlighted the power of storytelling to bring energy and creativity to the workplace. His emphasis on appreciative inquiry, aimed at encouraging a more positive emotional state and promoting common values and connections within the organisation, offered a refreshing approach to drive change in communication.
Furthermore, the episode shed light on the need to shift away from negativity in the workplace. By sharing experiences of when individuals were at their best, organisations can create a more supportive environment, driving positive change in communication and relationships. The episode sparked a vital conversation about the impact of language on customer interactions, highlighting the significance of delivering on promises and creating a warm, friendly tone in all aspects of business communication.
Moreover, the discussion between Joanne and Ben underscored the challenges of maintaining a consistent internal voice in large corporations. Ben's insights into developing a consistent brand voice and empowering employees to communicate with confidence offered actionable solutions for organisations seeking to create a more humanised workplace.
Drawing inspiration from the episode, we can take crucial steps towards humanising workplaces. By embracing effective coaching, employing the power of storytelling, and developing a consistent brand voice, organisations can cultivate a more inclusive, human-centric culture. Incorporating appreciative inquiry and storytelling into our communication can pave the way for a more positive, empathetic workplace environment.
As a call to action, we invite you to tune in to "Humanising Workplaces" on the Inclusion Bites Podcast for a deeper dive into the transformative power of human connection and communication in the workplace. Let Ben Afia's remarkable insights serve as a guiding light, inspiring us to foster a more inclusive, empathetic, and humanised approach in our professional spaces.
In conclusion, the "Humanising Workplaces" episode has set the stage for a paradigm shift in the way we perceive and cultivate human connections within the workplace. By embracing actionable strategies and fostering a more inclusive, human-centric environment, we can pave the way for transformative change in organisational communication and relationships. Let's embark on this journey to humanise our workplaces and create a more connected, empathetic future.
The Inclusion Bites Podcast, hosted by Joanne Lockwood, continues to serve as a beacon of wisdom, enlightenment, and inclusivity, offering invaluable narratives and actionable strategies to transform the landscape of businesses and workplaces.
As always, the journey towards inclusivity and humanisation begins with a single step. Let's take that step together.
[The Inclusion Bites Podcast](www.seechangehappen.co.uk) welcomes you to join the conversation and embark on a transformative journey towards creating truly humanised workplaces.
"Humanising Workplaces" is not just a topic; it's a transformative catalyst for change, and you are an integral part of this journey. Let's humanise our workplaces, together.
Keep Inclusion Bites in your earbuds for more transformative conversations.
This article has been inspired by the invaluable insights shared by Ben Afia in "Humanising Workplaces" on The Inclusion Bites Podcast.
The standout line from this episode
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"Effective coaching by leadership and management is more beneficial than traditional leadership styles, leading to individual development and behavioural change."
❓ Questions
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1. How can effective coaching by leadership and management lead to individual development and behavioural change within a workplace?
2. What challenges did Joanne Lockwood face when downsizing her business and how did she realize the need for virtual assistants to fulfil her desires and motivations?
3. How does Ben Afia work with freelance consultants and encourage internal change within organisations to create a more humanized workplace?
4. What key role does listening and asking questions play in coaching and sales, and how does it impact understanding customer needs and building strong relationships?
5. What are the benefits of storytelling within a group setting, as described by Ben Afia, and how can it foster energy and creativity in the workplace?
6. In what ways does appreciative inquiry promote a more positive emotional state and common values within an organization, as explained by Ben Afia?
7. How does the language and tone of communication impact the human experience within businesses as discussed by Ben Afia, and what are the implications for improving customer interactions?
8. What challenges do large corporations face in maintaining a consistent internal voice and what strategies can they employ to address this, based on Joanne Lockwood's insights?
9. How can organisations equip employees to communicate with confidence and authenticity, and why is it important to move away from scripted and repeated phrases in business communication, as highlighted by Ben Afia?
10. In what ways can businesses employ appreciative inquiry and storytelling to support change in communication, as recommended by Joanne Lockwood and Ben Afia?
FAQs from the Episode
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Title: The Inclusion Bites Podcast - Humanising Workplaces FAQ
Q: What is the primary focus of the "Humanising Workplaces" episode of The Inclusion Bites Podcast?
A: The episode delves into the importance of human interaction in business, effective coaching, the impact of language and communication in making businesses more relatable, and creating inclusive workplaces.
Q: Who are the guests featured in this episode, and what expertise do they bring to the discussion?
A: The guests are Joanne Lockwood, host of The Inclusion Bites Podcast and founder of SEE Change Happen, and Ben Afia, a specialist in humanising business through language and communication.
Q: What are the key takeaways regarding effective coaching and leadership shared in the episode?
A: The episode highlights the benefits of effective coaching over traditional leadership styles, personal development, behavioural change, and the emphasis on listening and asking questions.
Q: What insights are provided about incorporating language and communication to make workplaces more inclusive and relatable?
A: The episode explores the impact of language and tone of voice on customer interactions, creating a consistent internal and brand voice, and effectively conveying empathy and clarity in business communication.
Q: How does the podcast address the concept of humanising business and the importance of relating to people as individuals?
A: The episode discusses the significance of understanding cultural differences in customer service and marketing, as well as the use of appreciative inquiry to facilitate positive change in communication within organizations.
Q: What resources are provided for further engagement with the topics discussed in the podcast?
A: Ben Afia invites listeners to visit his website, benafia.com, where they can access his book, videos, articles, and podcasts, as well as connect with him on LinkedIn for further engagement.
Q: How can listeners participate in The Inclusion Bites Podcast and engage with the host and guests?
A: Listeners are encouraged to subscribe to the podcast, provide feedback, and connect with the host and potential guests. They can also visit seechangehappen.co.uk to engage further with the podcast series.
This FAQ provides an overview of the key topics discussed in the "Humanising Workplaces" episode of The Inclusion Bites Podcast, as well as opportunities for further engagement with the content and guests.
Tell me more about the guest and their views
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In the episode "Humanising Workplaces" on the Inclusion Bites Podcast, Joanne Lockwood was joined by Ben Afia, a specialist in making business more human through language and communication. Ben emphasised the importance of humanising business and relating to people as individuals in customer service, marketing, and communication within organisations. He particularly highlighted the need for cultural awareness in customer service, using an example of coaching Vodafone's webchat teams in India to understand and empathise with UK customers' communication style and cultural differences.
Furthermore, Ben shared insights about the power of storytelling and the impact it can have in a business setting. He emphasized the value of appreciative inquiry, which involves hearing stories of when people were at their best, as a way to support change in communication. Ben's upcoming book, "The Human Business: How to Love Your Customers so They Love You Back", also underscores the interconnectedness of employee experience, brand strategy, and customer experience.
In addition, Ben discussed the importance of having a consistent brand voice for large businesses and the significance of empowering employees to communicate with confidence, rather than scripting and repeating phrases. He shed light on the challenges of creating communications for a diverse, remote workforce with varying accessibility and advocated for clear, informal, and empathetic communication.
Overall, Ben's views and expertise in humanising business communication, cultural awareness, and creating a more human-centric approach to customer service and branding were key highlights of the episode. His insights are valuable for anyone seeking to make their workplace more inclusive and human-centred.
Ideas for Future Training and Workshops based on this Episode
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Here are some ideas for future training and workshops based on the "Humanising Workplaces" episode of The Inclusion Bites Podcast:
1. **Coaching for Leadership and Management**: Develop a training program focused on effective coaching techniques for leadership and management. This could include sessions on asking powerful questions, active listening, and creating a coaching culture within organisations.
2. **Storytelling for Positive Change**: Create a workshop that encourages participants to share stories of when they were at their best within their organizations. This could be tied to appreciative inquiry, promoting a positive emotional state and fostering common values and connection within the workplace.
3. **Humanising Business Communication**: Host a workshop on developing a consistent brand voice for large organizations. This could include sessions on empowering employees to convey the brand's ethos and story, as well as transforming formal language into a more conversational tone in customer communication.
4. **Cultural Awareness in Customer Service**: Offer training on understanding and empathizing with diverse customer communication styles and cultural differences. This could be particularly beneficial for teams engaging in global customer service interactions.
5. **Language and Tone in Business Communication**: Develop a workshop that focuses on conveying clarity, informality, and empathy in written business communication. This could also include exercises to help individuals transform formal language into a more human, conversational tone in customer letters.
6. **Humanizing Business for Remote Workforces**: Create a workshop specifically tailored to addressing the unique challenges of communicating with a diverse, remote workforce. This could include strategies for creating inclusive and accessible communications for remote employees.
These workshop ideas align with the themes and insights discussed in the episode and aim to promote human-centered approaches to leadership, communication, and customer engagement within organizations.
🪡 Threads by Instagram
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1. Discover the power of effective coaching and inclusive communication in the workplace as we explore humanising businesses on The Inclusion Bites Podcast. Jo Lockwood and Ben Afia share valuable insights to make your workplace more inclusive.
2. Join the conversation on humanising work environments - Jo Lockwood and Ben Afia delve into the impact of language and communication on employee and customer experiences. Dive into this thought-provoking discussion on The Inclusion Bites Podcast.
3. Uncover the significance of storytelling, appreciative inquiry, and authentic communication in humanising organizations. Jo Lockwood and Ben Afia shed light on creating a more connected and empathetic workplace on The Inclusion Bites Podcast.
4. Take a deep dive into the transformational power of language and the creation of a human-focused business culture. Listen to Jo Lockwood and Ben Afia discuss the path to fostering an inclusive and engaging workplace on The Inclusion Bites Podcast.
5. Explore the connection between effective language and authentic communication in creating a human-centric work environment. The Inclusion Bites Podcast with Jo Lockwood and Ben Afia presents powerful insights on humanising workplaces.
Leadership Insights - YouTube Short Video Script on Common Problems for Leaders to Address
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[Leadership Insights Channel]
Title: Humanising Your Leadership Approach
[Opening shot of an office setting]
Narrator: Are you a leader looking to create a more inclusive and human workplace environment? In today's world, it's vital to consider the impact of your leadership style on the individuals within your organisation.
[Cut to a close-up of the narrator]
Narrator: One common problem faced by leaders is the struggle to connect with employees, particularly in diverse and remote work settings. The good news is, there are clear actions and behaviours you can implement to create a positive and inclusive workplace culture.
[Cut to footage of a team meeting]
Narrator: Firstly, effective coaching by leadership and management can lead to individual development and behavioural change. Instead of traditional top-down approaches, foster a coaching culture that encourages open dialogue and support.
[Cut to a virtual work setting]
Narrator: Secondly, in remote work environments, it's essential to humanise interactions. Take the time to listen and understand the needs of your team members, creating an environment where everyone feels valued and heard.
[Cut to a shot of a diverse team collaborating]
Narrator: Encouraging storytelling within your team can also boost energy and creativity. By sharing stories of when individuals were at their best, you can promote a positive emotional state and strengthen the sense of connection within your organisation.
[Closing shot of the narrator]
Narrator: So, if you're seeking to humanise your leadership approach and create a more inclusive workplace, consider incorporating coaching, active listening, and storytelling into your leadership style.
[Closing title screen with "Leadership Insights Channel"]
Narrator: Join us next time for more valuable leadership insights.
[End of video]
SEO Optimised Titles
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1. Unveiling the Power of Storytelling in Humanising Business | Humanising Workplaces | Ben @ SEE Change Happen
2. Transforming Business Communication with Language and Coaching | Inclusion Bites | Ben @ SEE Change Happen
3. Elevating Customer Experience: The Human Business Strategy | Inclusion Insights | Ben @ SEE Change Happen
Email Newsletter about this Podcast Episode
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Subject: Uncover the Magic of Humanising Workplaces
Hey there Inclusion Champions,
It's Jo Lockwood here from SEE Change Happen, and I'm absolutely buzzing to share the latest episode of The Inclusion Bites Podcast with you. This week, we dove headfirst into the fascinating world of Humanising Workplaces, and boy, did we uncover some absolute gems that I just can't wait to spill the beans on!
Here are 5 key takeaways from this stellar episode:
1. The Power of Effective Coaching: Discover how effective coaching by leadership and management can lead to individual development and behavioural change, transforming the workplace landscape.
2. Authentic Communication: Untangle the web of communication by learning how to humanise customer interactions and internal relationships within organisations, creating a more genuine and empathetic connection.
3. The Impact of Language: Delve into the significance of language and tone, as we explore how the choice of words can help businesses relate to people on a deeply human level.
4. Storytelling for Change: Uncover the magic of storytelling and appreciative inquiry as a tool to encourage behavioural change, promote common values, and foster a positive emotional state within an organisation.
5. Embracing Diversity: Learn how diverse backgrounds and experiences can shape business communication and the importance of inclusivity in reaching a wider audience.
Now, here's a unique fact that will knock your socks off: Did you know that using appreciative inquiry, by hearing stories of when people were at their best in organizations, can actually support positive change in communication? Mind-blowing, I know!
So, here's your call to action: Tune in to this enlightening episode and grab a pen and paper, because trust me, you'll want to jot down these golden nuggets of wisdom.
Finish strong, Inclusion Champions, and remember to stay awesome!
Warm regards,
Jo Lockwood
Potted Summary
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**Intro:**
In today's episode of The Inclusion Bites Podcast, Host Joanne Lockwood delves into the realm of Humanising Workplaces with special guest Ben Afia. They explore the transformative power of effective coaching, the impact of storytelling in business, and the importance of human communication in customer service. Join them as they share insights on creating a more inclusive and relatable workplace environment.
**In this conversation we discuss:**
👉Effective coaching styles
👉Impact of storytelling
👉Human communication in customer service
**Here are a few of our favourite quotable moments:**
1. "Ben Afia emphasizes the importance of considering what the audience wants to hear and the best way for them to receive the message in communication."
2. "He suggests that in conflict situations, it's important to be real, avoid formal language, and use simpler, more human language to bring down barriers and make people more receptive."
3. "Joanne Lockwood discusses the reserved and corporate language often used in business, while expressing the benefit of a more approachable and open communication style."
**Summary:**
Tune in to The Inclusion Bites Podcast as Joanne Lockwood and Ben Afia delve into transforming workplaces through effective coaching, the power of storytelling, and the significance of human communication in customer service. Don't miss this insightful discussion! Subscribe now and join the conversation.
LinkedIn Poll
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Opening summary: "In our recent episode of the Inclusion Bites Podcast, we discussed humanising workplaces and the impact of communication on inclusive cultures. What are your thoughts? Let's dive in!" #InclusionMatters #HumanizingWorkplaces
Poll question: "What's your preferred communication style at work?"
Poll options:
1. 🗨️ #Conversational
2. 💬 #Informal
3. 📝 #Formal
4. 🤝 #Empathetic
Closing why vote: "Your input matters! Let's uncover the most effective ways to create inclusive and human workplaces. Cast your vote and join the conversation! #InclusiveCommunication #WorkplaceCulture"
Highlight the Importance of this topic on LinkedIn
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🌟 Exciting Podcast Alert! 🌟
Just listened to the latest episode of The Inclusion Bites Podcast, and it's a game-changer for all senior HR and EDI professionals out there. The discussion on "Humanising Workplaces" is an absolute must-listen! 🎧
Joanne Lockwood and guest Ben Afia dive deep into coaching, effective communication, and the value of human interaction in the workplace. 🤝
As a senior leader in HR or EDI, this episode is a goldmine of insights that are essential for our industry and profession. Trust me; you don't want to miss out on this!
Tune in now on seechangehappen.co.uk and let's keep the conversation going. 🌍 #InclusiveWorkplaces #HRLeadership #EDIProfessionals #InclusionBitesPodcast
L&D Insights
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🎙️ Insights for Senior Leaders, HR, and EDI Professionals:
- Effective coaching is more beneficial than traditional leadership styles in promoting individual development and behavioural change.
- Humanizing workplaces through language, communication, and storytelling can improve employee and customer interactions.
- The concept of appreciative inquiry can foster positive emotional states and promote common values within an organization.
💡 "Aha Moments":
- Understanding the impact of language and communication on humanizing business interactions.
- Recognizing the value of storytelling and appreciative inquiry to support positive change within organizations.
- Embracing the need for cultural awareness and empathy in customer service and communication.
💼 Actions to Take:
- Encourage leadership and management to adopt effective coaching practices for individual development.
- Implement strategies to humanize workplace interactions through language, communication, and storytelling.
- Promote appreciative inquiry to foster positive emotional states and common values within the organization.
#InclusionBites #HumanizingWorkplaces #EffectiveCoaching
#LanguageMatters #PositiveChange #EmployeeEmpathy
Shorts Video Script
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Title: "Humanising Workplaces: Let's Make Business More Human! #Inclusion #LeadershipDevelopment #BusinessCommunication"
Hey everyone, in today's video, I'm diving deep into the world of humanising workplaces and making business more human.💼
Key Insight 1️⃣: Effective coaching by leadership and management leads to individual development and behavioural change, creating a positive work environment.🌟
Key Insight 2️⃣: The power of storytelling can increase energy and creativity, promoting a positive emotional state and common values within the organization.📚
Key Insight 3️⃣: The impact of using language and tone of voice in business communication to relate to customers and employees on a more human level.🗣️
Key Insight 4️⃣: The need for a consistent brand voice in large organisations and the importance of empowering employees to communicate with confidence.🌐
Key Insight 5️⃣: Using appreciative inquiry to encourage change in communication by hearing stories of when people were at their best within the organization.👂
By humanising business communication, we can create a warm, friendly tone, understand customer needs, and build better relationships.💬 Let's make the workplace better for everyone!💡
Thanks for watching! Remember, together we can make a difference. Stay connected, stay inclusive! See you next time. ✨
Glossary of Terms and Phrases
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In the episode "Humanising Workplaces" of The Inclusion Bites Podcast, the following concepts and niche terms were discussed:
1. Effective coaching by leadership and management: The practice of guiding and developing employees to achieve their potential, often focusing on behavioural change and individual development.
2. Virtual assistants: Individuals who provide administrative or support services to businesses remotely, typically working from home.
3. Freelance consultants: Independent professionals who provide expertise and services to businesses on a contractual or project basis.
4. Sales and marketing: The processes and techniques involved in promoting and selling products or services, with a focus on understanding customer needs and building relationships.
5. Storytelling in a business context: The use of compelling narratives to engage and connect with audiences, often used to convey the ethos and values of an organisation.
6. Appreciative inquiry: An approach to organizational development that focuses on identifying and building on an organization's strengths, aiming to promote positive emotional states and foster connections within the workplace.
7. Brand voice: The consistent tone, manner, and style of communication that reflects an organization's personality and values.
8. Dehumanising experiences: Instances where individuals or customers feel disconnected, undervalued, or isolated within an organizational setting.
9. Style rules in business language: The established guidelines and conventions regarding language use for professional communication, often encompassing formal writing and corporate branding.
10. Empathy in customer service: The ability to understand and relate to the thoughts, feelings, and experiences of customers, leading to more meaningful interactions and improved satisfaction.
These terms and concepts represent niche topics within the broader context of workplace humanisation and inclusive communication, which were the central themes of the episode.
SEO Optimised YouTube Content
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**Focus Keyword:** Positive People Experiences
---
**Title:** Humanising Workplaces: Positive People Experiences | #InclusionBitesPodcast
**Tags:** Inclusion, Diversity, Belonging, Culture Change, Leadership, Workplace, Coaching, Management, Humanising, Customer Experience, Employee Experience, Communication, Brand Strategy, Culture, Language, Brand Voice, Employee Training, Business Writing, Empathy, Connection, Organisational Change, Human Business, Understanding Customers, Coaching Culture
**Killer Quote:** "In conflict, simpler and more human language breaks down barriers and gets people to listen." - Ben Afia
**Hashtags:** #Inclusion #DiversityandInclusion #HumanisingWorkplaces #CultureChange #CoachingCulture #CustomerExperience #EmployeeExperience #BrandStrategy #CommunicationSkills #EmpathyInBusiness #LeadershipDevelopment #BusinessLanguage #WorkplaceCulture #HumanBusiness
**Why Listen:**
In this episode of the Inclusion Bites Podcast, we delved deep into the crucial importance of Positive People Experiences and its impact on Culture Change in workplaces. Joanne Lockwood and Ben Afia shared their valuable insights and experiences, advocating for a more human approach in leadership, management, customer interactions, and internal communication. Through meaningful conversations, they highlighted the power of storytelling, the significance of understanding customers' needs, and the transformative impact of language and communication in fostering authentic connections. Exploring the realm of business writing, inclusivity, and the humanization of organisational environments, this episode offers actionable strategies and thought-provoking discussions for creating more inclusive and empathetic workplaces.
**Closing Summary and Call to Action:**
1. Embracing Coaching Culture: Shift from traditional leadership styles to effective coaching for individual development and behavioural change within organisations.
2. Humanizing Workplaces: Recognize the value of positive people experiences in creating inclusive cultures and fostering belonging for all employees.
3. Impact of Language and Communication: Understand the role of language and tone in relating to customers and employees on a more human level, promoting empathy and brand loyalty.
4. Business Writing and Empathy: Transform formal language into a conversational and authentic tone to connect with diverse audience groups, ensuring inclusivity and understanding.
5. Customer and Employee Centricity: Prioritize understanding the customer's needs and providing employees with the tools to communicate with confidence, creating a culture of empathy and appreciation.
6. Organisational Change and Appreciative Inquiry: Embrace appreciative inquiry to uncover stories of when individuals were at their best, driving positive cultural change and connection within organizations.
**Outro:**
Thank you, the listener, for tuning in. If you enjoyed this episode, remember to like and subscribe to the channel for more engaging content. For additional information on inclusion, belonging, and making the workplace better for everyone, visit the SEE Change Happen website: [SEE Change Happen](https://seechangehappen.co.uk). You can also listen to more insightful episodes of The Inclusion Bites Podcast on the following link: [Inclusion Bites Podcast](https://seechangehappen.co.uk/inclusion-bites-listen).
Stay curious, stay kind, and stay inclusive - Joanne Lockwood
Root Cause Analyst - Why!
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Key Problems:
1. Lack of humanisation in business communication and customer interactions.
2. Challenge in creating a consistent brand voice for large businesses.
1. Why is there a lack of humanisation in business communication and customer interactions?
- Businesses may focus on formal, impersonal communication to maintain a professional image.
2. Why do businesses focus on formal, impersonal communication?
- The corporate environment values formality and professionalism in communication.
3. Why does the corporate environment value formality and professionalism in communication?
- Historical norms and traditions dictate that formal language is synonymous with business competence and professionalism.
4. Why do historical norms and traditions dictate that formal language is necessary for business competence?
- This may stem from a desire to convey authority and hierarchy within organisations, leading to a disconnect with the human aspect of communication.
5. Why does a desire to convey authority and hierarchy lead to a disconnect with the human aspect of communication?
- This may create a culture where empathy and authentic human connection are undervalued in favour of preserving a perceived professional image.
Summary and Potential Solutions:
The root cause of the lack of humanisation in business communication and customer interactions stems from a historical emphasis on formality and professionalism, which has overshadowed the need for authentic, human connections. To address this, businesses could implement training programs that encourage more empathetic communication, foster a culture that values authentic connections, and develop brand voices that reflect a more human and approachable tone. Additionally, creating spaces for open dialogue and feedback can allow employees to share their experiences and perspectives, further embedding humanisation in the business culture.
Canva Slider Checklist
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| Best Practices Checklist |
| --- | --- |
| 1. Effective Coaching and Leadership |
| 2. Focusing on Humanising the Workplace |
| 3. Incorporating Storytelling in Communication |
| 4. Embracing Conversational Business Writing |
| 5. Cultivating Brand Personality and Audience Understanding |
| Closing Slide |
| --- |
| Connect with Joanne Lockwood, SEE Change Happen |
| Visit us at https://seechangehappen.co.uk |
| Let's make a difference together |
Episode Carousel
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Slide 1:
Image: Vibrant and diverse group of people engaged in a discussion in a modern workplace setting.
Text: "Is your workplace truly humanised? 🌍 Let's explore how to make it truly inclusive and engaging!"
Slide 2:
Image: Joanne Lockwood and Ben Afia in conversation on the Inclusion Bites Podcast.
Text: "Join me on the Inclusion Bites Podcast as I host the brilliant Ben Afia, delving into the art of making our workplaces more human!"
Slide 3:
Image: Ben Afia sharing insights on humanising business through language and communication.
Text: "Discover the power of language and communication in creating an inclusive and empathetic workplace culture!"
Slide 4:
Image: Joanne Lockwood and Ben Afia engaging in a dynamic conversation about humanising workplaces.
Text: "Tune in to the Inclusion Bites Podcast for a thought-provoking discussion on humanising workplaces and creating a more inclusive environment for everyone!"
Slide 5:
Image: The Inclusion Bites Podcast logo and link to the episode.
Text: "Listen to the full episode on seechangehappen.co.uk and take the first step towards making your workplace truly humanised. #InclusionBites #HumanisingWorkplaces #SeeChangeHappen"
This carousel represents an enticing journey, starting with a thought-provoking question, showcasing the engaging conversation with Joanne Lockwood and Ben Afia, and ending with a call to action to listen to the full episode.
6 major topics
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Title: Humanising Workplaces: A Conversation with Ben Afia
As I sit down with Ben Afia, we dive into a compelling discussion about the human side of business and the importance of genuine communication in creating inclusive workplaces that value individuality.
Understanding Humanising Workplaces
In our conversation, Ben emphasises the power of humanising business and the significance of relating to people as individuals in customer service, marketing, and communication within organisations. We delve into the impact of dehumanising experiences on both employees and customers, and how changing internal relationships can improve customer interactions. Ben shares a fascinating example of coaching Vodafone's webchat teams in India to understand and empathise with UK customers' communication style and cultural differences. This emphasises the importance of cultural awareness in customer service and its impact on creating inclusive workplaces.
The Power of Storytelling
Ben and I explore the impact of storytelling in the workplace and the value of appreciative inquiry. He discusses how storytelling leads to an increase in energy and creativity in a group setting and encourages people to share stories of when they've been at their best. We touch on the tendency to focus on negative aspects during conversations and the importance of asking deeper, meaningful questions. Ben's experience with appreciative inquiry highlights how hearing stories of when people were at their best in organisations supports positive change in communication, fostering a more inclusive environment. This opens up a conversation about the use of different dialects and language constructs in the UK, reflecting tribal identity and potential inclusion or exclusion.
The Importance of Authentic Communication
Authentic communication takes the centre stage as we discuss the significance of a more approachable and open communication style in the corporate environment. Ben delves into the impact of language and tone of voice in humanising business, encouraging organisations to connect with their audience on a human level. We talk about the challenges of creating communications for a diverse, remote workforce with varying accessibility, emphasizing the need for clear, empathetic, and informal communication. This brings up the topic of the reserved and corporate language often used in business and the benefit of adopting a more human, open communication style.
Developing a Consistent Brand Voice
The conversation shifts to the importance of developing a consistent brand voice for large businesses. Ben shares insights into the significance of empowering and equipping employees to communicate with confidence, rather than scripting and repeating phrases. We discuss the challenge of maintaining a consistent internal voice for large corporations and the impact of a person's frame of mind when receiving communication, regardless of its tone or content. This leads to an exploration of the historical origins of style rules in business language and the shift towards a less formal style of communication, influenced by the Internet.
Language and Communication Training
Ben highlights the lack of comprehensive writing training in business and the differences between writing in academia and writing in a business context. He shares a story about helping individuals transform formal language into a more conversational tone in customer letters, emphasising the importance of conveying clarity, informality, and empathy in communication. We delve into the challenge of translating spoken language into written communication while maintaining a conversational and authentic tone in business writing. This sparks a discussion about the need for organisations to consider the diverse backgrounds and experiences of letter recipients.
The Future of Human Business
Finally, we explore Ben's upcoming book, "The Human Business: How to Love Your Customers so They Love You Back", which focuses on employee experience, brand strategy, and customer experience, and how they are interconnected. Ben invites our listeners to visit his website, benafia.com, where they can find his book, videos, articles, and podcasts. We end our conversation, encouraging our audience to subscribe to the series and engage in the discussion on humanising workplaces.
As Ben and I wrap up our conversation, I reflect on the insightful dialogue we've shared and the significance of humanising business, authentic communication, and storytelling in creating inclusive workplaces. Ben's expertise and passion for creating human connections in the corporate world have undoubtedly shed light on the transformative power of embracing individuality and genuine communication in business.
I encourage our listeners to continue the conversation and look forward to welcoming new guests who bring unique perspectives on inclusion, belonging, and making the workplace better for everyone.
TikTok Summary
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Dive into the world of workplace inclusion and belonging with Joanne Lockwood (Jo) as she hosts The Inclusion Bites Podcast! 🎙️ Each episode features fascinating guests sharing their insights and experiences, all aimed at making the workplace better for everyone. Want to join the conversation? Head over to seechangehappen.co.uk and subscribe for your weekly dose of inclusion inspiration! #InclusionBites #Podcast #SeeChangeHappen 🌟🔗
Slogans and Image Prompts
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1. Soundbite/Quote: "Humanising Workplaces – Making Business More Human"
Hashtag: #HumanisingWorkplaces
AI Image Generation Prompt: Create an eye-catching design featuring diverse and inclusive workplaces with the quote "Humanising Workplaces" in bold, vibrant typography. Incorporate imagery of employees collaborating and engaging in meaningful conversations, reflecting the essence of a human-centric workplace culture.
2. Soundbite/Quote: "Listen, Understand, Connect – The Power of Authentic Communication"
Hashtag: #AuthenticCommunication
AI Image Generation Prompt: Generate a visual representation showcasing two individuals engaged in a genuine conversation, accompanied by the quote "Listen, Understand, Connect" in elegant script. The design should evoke warmth and empathy, portraying the essence of authentic communication.
3. Soundbite/Quote: "Empower Voices, Embrace Diversity – Building Inclusive Brand Experiences"
Hashtag: #InclusiveBrandExperience
AI Image Generation Prompt: Create a captivating graphic featuring a mosaic of diverse voices and individuals, with the quote "Empower Voices, Embrace Diversity" at the centre. Incorporate vibrant colours and symbols representing inclusivity and unity, symbolising the essence of building inclusive brand experiences.
4. Soundbite/Quote: "Storytelling for Connection – Sharing Tales of Triumph and Transformation"
Hashtag: #StorytellingConnection
AI Image Generation Prompt: Generate an illustration of a storytelling circle, with individuals from various backgrounds sharing their stories, accompanied by the quote "Storytelling for Connection". Incorporate elements of positivity and empowerment, capturing the spirit of shared experiences and meaningful connections.
5. Soundbite/Quote: "Transforming Dialogue, Shaping Culture – The Impact of Language in Business"
Hashtag: #LanguageShapingCulture
AI Image Generation Prompt: Design a visually striking representation of diverse communication styles and languages intertwined with the quote "Transforming Dialogue, Shaping Culture". Incorporate visual elements reflecting the influence of language on business culture, capturing the essence of linguistic diversity and its impact.
6. Soundbite/Quote: "Building Bridges, Fostering Understanding – Language as a Unifying Force"
Hashtag: #LanguageBridges
AI Image Generation Prompt: Generate a compelling visual featuring a bridge connecting varied linguistic and cultural symbols, accompanied by the quote "Building Bridges, Fostering Understanding". The design should exude harmony and inclusivity, symbolizing language as a unifying force in diverse environments.
7. Soundbite/Quote: "Open Dialogue, Inclusive Minds – Nurturing a Culture of Appreciative Inquiry"
Hashtag: #InclusiveMinds
AI Image Generation Prompt: Create a dynamic graphic portraying open discussions and diverse perspectives, incorporating the quote "Open Dialogue, Inclusive Minds". Use vibrant colours and imagery representing active engagement, reflecting the nurturing of a culture rooted in appreciative inquiry and inclusivity.
Inclusion Bites Spotlight
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Ben Afia, our guest on Humanising Workplaces, this episode of The Inclusion Bites Podcast, provides a thought-provoking perspective on humanizing business communication and the interconnectedness of employee experience, brand strategy, and customer experience.
As a language and communication specialist, Ben focuses on making business more human through language, emphasizing the importance of relating to people as individuals in customer service, marketing, and communication within organizations. He shares powerful insights from his experience coaching Vodafone's webchat teams in India to understand and empathize with UK customers' communication style and cultural differences.
Ben believes that considering what the audience wants to hear and the best way for them to receive the message in communication is essential for creating an inclusive environment. He emphasizes the need for businesses to connect with their audience on a human level and shares examples of transforming formal language into a more conversational tone in customer letters.
Throughout the episode, Ben challenges traditional business communication norms and encourages the use of appreciative inquiry, sharing stories of when people were at their best in organizations, as a way to support change in communication.
Join us as Ben Afia shares his insights on humanizing business communication, cultural awareness in customer service, and the critical interconnectedness of employee experience, brand strategy, and customer experience in the workplace. He will help us explore the complexities of language and communication and their impact on creating an inclusive and human-centric workplace.
YouTube Description
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Title: Humanising Workplaces: Transforming Business Communication | Inclusion Bites Podcast
Description:
Are traditional leadership styles hindering workplace inclusivity? Join Joanne Lockwood (Jo) of SEE Change Happen as she challenges conventional business communication norms in the latest episode of the Inclusion Bites Podcast. In a deep dive with guest speaker Ben Afia, they provide valuable insights into transforming corporate culture to better serve employees and customers.
In this thought-provoking discussion, Jo and Ben uncover the impact of language and communication on humanising business. From the power of storytelling and coaching to the importance of a consistent brand voice, this episode offers a fresh perspective on fostering meaningful connections in the workplace.
Join us as we explore the potential for individuals to think, feel, and act differently through human-centric business communication. Discover how to break down barriers in conflict situations, embrace diverse language constructs, and create a more inclusive environment for all.
Take away actionable strategies to implement today and revolutionise your approach to business communication. Subscribe for more compelling insights and join the movement to #HumaniseWorkplaces #InclusionRevolution #BusinessCommunication #LeadershipCoaching #EmployeeExperience #CulturalAwareness #BrandVoice #InclusiveLanguage #CustomerEngagement #WorkplaceEmpathy #EmpowermentInBusiness
10 Question Quiz
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Sure, here's a multiple-choice quiz based on the content of the podcast episode "Humanising Workplaces" from The Inclusion Bites Podcast:
1. What does Joanne Lockwood share about her experience in the podcast episode?
a) Her experience of leading a large organization
b) Her experience of downsizing her business and the need for virtual assistants
c) Her experience of implementing traditional leadership styles
2. What is the primary focus of Ben Afia's work in making business more human?
a) Internal operations
b) Language and communication
c) Financial strategies
3. What does Ben Afia emphasize in customer communication?
a) Using formal, corporate language
b) Relating to customers as individuals
c) Minimizing cultural differences
4. What does Ben Afia mention as an effective way to encourage change in organizations?
a) Prescribing solutions
b) Appreciative inquiry
c) Focusing on diagnosing problems
5. According to Ben Afia, what is the significance of storytelling in a group setting?
a) It leads to confusion and chaos
b) It energizes and enhances creativity
c) It slows down productivity
6. What does Ben Afia encourage people to share during coaching?
a) Stories of failure
b) Stories of when they've been at their best
c) Negative experiences in the workplace
7. What approach does Ben Afia recommend in conflict situations for effective communication?
a) Formal language
b) Simpler, more human language
c) Avoiding direct communication
8. According to Joanne Lockwood, what kind of language is often used in business communication?
a) Approachable and open language
b) Reserved and corporate language
c) Casual and informal language
9. What concept does Ben Afia describe as crucial for organizations to connect with their audience?
a) Cultural exclusivity
b) Formality in communication
c) Brand personality and empathy
10. How does Ben Afia suggest creating change in communication within organizations?
a) Hearing stories of when people were at their worst
b) Implementing rigid communication structures
c) Hearing stories of when people were at their best
Answer Key:
1. b) Her experience of downsizing her business and the need for virtual assistants
Rationale: This is explicitly mentioned in the content of the podcast episode.
2. b) Language and communication
Rationale: Ben Afia focuses on making business more human through language and communication, as discussed in the episode.
3. b) Relating to customers as individuals
Rationale: Ben Afia emphasizes the importance of relating to customers as individuals in customer communication.
4. b) Appreciative inquiry
Rationale: Ben Afia mentions appreciative inquiry as an effective way to encourage change in organizations.
5. b) It energizes and enhances creativity
Rationale: Ben Afia describes how storytelling leads to an increase in energy and creativity in a group setting.
6. b) Stories of when they've been at their best
Rationale: Ben Afia encourages people to share stories of when they've been at their best during coaching.
7. b) Simpler, more human language
Rationale: Ben Afia recommends using simpler, more human language in conflict situations for effective communication.
8. b) Reserved and corporate language
Rationale: Joanne Lockwood discusses the use of reserved and corporate language in business communication.
9. c) Brand personality and empathy
Rationale: Ben Afia describes the concept of brand personality and the need for organizations to connect with their audience.
10. c) Hearing stories of when people were at their best
Rationale: Ben Afia suggests creating change in communication within organizations by hearing stories of when people were at their best.
Summary:
The quiz is based on the content of the podcast episode "Humanising Workplaces" from The Inclusion Bites Podcast. The questions and answers highlight key concepts discussed in the episode, including the importance of humanizing business through language and communication, using appreciative inquiry to encourage change in organizations, the significance of storytelling, and the need to connect with audiences on a human level. These concepts contribute to creating inclusive and thriving workplaces.
Rhyme Scheme and Rhythm Podcast Poetry
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Humanising Workplaces: A Podcast Poem
In leadership, coaching takes the lead,
A human touch fulfils the need.
Understanding hearts and minds,
Behaviour changes, bonds that bind.
Business language, a brand's voice,
Bring warmth and trust, it's the best choice.
Storytelling brings energy and zest,
An emotional focus, not just the rest.
The power of words, written or spoken,
Inclusion promotes, barriers broken.
Understanding deeply, without disguise,
In rhythm and rhyme, a workplace wise.
The audience matters, in every way,
A caring approach, day by day.
In diverse landscapes, communication flow,
Resonate well, let empathy show.
Connect, engage, and never lack,
Humanising work, that's the knack.
For more insights, for more delight,
Subscribe and share, day or night.
With thanks to Ben Afia for a fascinating podcast episode.
Key Learnings
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Key Learning:
The Humanising Workplaces episode emphasises the importance of human interaction, cultural awareness, and authentic communication in business. It highlights the value of effective coaching, storytelling, and understanding the customer's needs to create inclusive and engaging workplaces.
Short Blurbs:
1. Effective Coaching: Emphasising the value of effective coaching in driving individual development and behavioural change, the episode discusses the transformative impact of coaching cultures within organisations.
2. Storytelling and Emotional State: By focusing on the power of storytelling to increase energy and creativity and promote a positive emotional state, the episode highlights the importance of appreciative inquiry in fostering connection and common values within workplaces.
3. Humanising Business Communication: Exploring the significance of humanizing business communication, the episode delves into the roles of language, tone, and brand personality in creating authentic and relatable customer interactions.
4. Cultural Awareness and Authenticity: Recognising the impact of cultural differences on communication, the episode reflects on the importance of understanding and empathising with diverse audiences to foster understanding and connection in customer service and marketing.
5. Brand Strategy and Employee Experience: Previews Ben Afia's upcoming book, "The Human Business: How to Love Your Customers so They Love You Back," focusing on the interconnected nature of employee experience, brand strategy, and customer interactions.
Book Outline
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As a writer for the Inclusion Bites Podcast, I'll only be able to generate content based on the information provided. I could propose a book outline based on the podcast, focusing on the central themes and insights discussed. The key themes addressed in the podcast include effective coaching by leadership and management, humanising workplaces, customer and employee communication, and the impact of language and storytelling in business. Based on these themes, the proposed book outline could be structured as follows:
**Title: "Humanising Business: The Power of Language, Storytelling, and Empathy"**
**Chapter 1: The Power of Effective Coaching**
- Subheading 1: Transformational Leadership and Individual Development
- Subheading 2: Behavioural Change Through Coaching
**Chapter 2: Humanising Workplaces**
- Subheading 1: Adapting to Change: Virtual Assistants and Business Evolution
- Subheading 2: Inclusion and Belonging in the Workplace
**Chapter 3: Understanding Customer Needs**
- Subheading 1: Listening and Questioning in Sales and Marketing
- Subheading 2: Building Customer Relationships Through Empathy
**Chapter 4: The Impact of Storytelling in Business**
- Subheading 1: Generating Energy and Creativity Through Storytelling
- Subheading 2: Shifting from Negativity to Appreciative Inquiry
**Chapter 5: The Human Language in Business Communication**
- Subheading 1: Conveying Clarity and Empathy Through Language
- Subheading 2: Transforming Formal Communication into Conversational Tone
**Chapter 6: Empathy and Cultural Awareness in Customer Service**
- Subheading 1: Relating to Individuals in Customer Interactions
- Subheading 2: Navigating Cultural Differences in Communication
**Chapter 7: Humanising Brand Strategy and Employee Experience**
- Subheading 1: Creating a Consistent Brand Voice
- Subheading 2: Empowering Employees for Authentic Communication
**Chapter 8: Embracing Change in Communication**
- Subheading 1: The Future of Business Communication
- Subheading 2: Creating Diverse, Inclusive Communication Practices
**Conclusion and Call to Action:**
- Summary: Recapitulation of key insights and the importance of humanisation in business.
- Call to Action: Encouragement for readers to apply the insights to create more human and inclusive workplaces.
This structure aligns with the themes and insights from the podcast, providing coherence and logical flow throughout the book. The book aims to offer practical guidance and examples, incorporating relevant quotes and real-life examples from the podcast. Additionally, it could include supplementary content such as research-driven insights, visual aids, and interactive elements for an engaging reading experience.
Maxims to live by…
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Here's a set of maxims derived from the concepts discussed in "Humanising Workplaces" on The Inclusion Bites Podcast with guest Ben Afia:
1. **Lead with Empathy**: Understand and appreciate diverse customer and employee backgrounds to forge stronger relationships.
2. **Embrace Coaching Over Commanding**: Use coaching techniques to guide and develop individuals, fostering a culture of growth and learning.
3. **Listen Actively, Ask Deeply**: In every conversation, focus on truly listening and asking meaningful questions to understand others' perspectives and needs.
4. **Storytelling Ignites Energy**: Share and encourage positive narratives to enhance creativity and build connections within your team.
5. **Focus on the Positive**: Utilise appreciative inquiry to uplift teams and create a positive workplace environment centered around shared values.
6. **Be Present, Be Human**: Ackress the person, not just the problem—humanize your approach to leadership and customer service.
7. **Cultivate a Safe Space for Dialogue**: Create an environment where people feel secure to open up, fostering a culture where coaching thrives.
8. **Employ Human-Centered Communication**: Utilize language and tone that reflect warmth and authenticity in all business interactions.
9. **Remain Consistent and Convey Confidence**: Develop a consistent brand voice that's relatable and ensures employees feel empowered to communicate effectively.
10. **Empower through Training**: Close the gap in business writing skills by providing training that prioritizes clear, informal, and empathetic communication.
11. **Break Down the Formality**: Move away from rigid style rules and toward a conversational tone that resonates with a diverse audience.
12. **Adapt to Your Audience**: Keep in mind the varied frames of mind and accessibility needs of your audience, adapting your communication style accordingly.
13. **Showcase Your Brand Personality**: Connect with your audience on a human level by balancing professionalism with a genuine brand personality.
14. **Embrace Cultural Differences in Communication**: Educate teams to understand and respect the cultural nuances of customers from different regions.
15. **Prioritize Authenticity in Conflict**: When tensions arise, ditch formality for simplicity to de-escalate the situation and foster understanding.
16. **Cherish Tribal Identity in Language**: Use dialects and language structures not just as markers of identity but as tools for inclusion.
17. **Foster Approachability Over Reservedness**: Choose open and friendly communication over detached corporate speak to increase approachability and trust.
18. **Use Appreciative Inquiry as a Change Catalyst**: Encourage sharing of stories where people are at their best to inspire positive change and communication.
These maxims can help guide individuals and organisations to create more inclusive, empathetic, and human-centric workplaces.
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