How effective are you at communicating the values and behaviours you wish to see in your team?

In the world of marketing (where it is more crowded and noisier than ever before), it is understood that messages are more effective when repeated. Some say you need to repeat a message three times—others say seven.

The two main reasons for this are:

  1. Repetition increases memory. The more you see it and hear it, the more likely you are to remember it.
  2. Repetition makes messages believable.

Psychologists say this is partly because familiarity breeds liking. If we are exposed to the same message again and again, it becomes more familiar. Therefore, it feels truer than something we have heard for the first time.

Just like we need to be intentional with effective frequency when communicating messages to consumers, we need to be intentional with our effective frequency when communicating messages to our number one teams, our number one fans. An organisation led by values has a greater chance of consistency and quality service. Start by taking an audit on where your service values and behaviours are communicated.

The goal is for your employees to memorise their values and behaviours within each moment of a day. These critical points of their moral compass (values and behaviours) will form part of the lens through which they will view the world. They will view situations through this lens; it is their emotional filter and it will ultimately influence their decision making.

Reinforce the service values and behaviours in all communications—written and verbal.

If you would like a copy of Jaquie’s Values and Behaviours Spot Check Sheet, email us at [email protected] and we will send you list of areas where you can identify opportunities to speak, display and repeat the company values and behaviours.

Jaquie Scammell
‘Love Being in Service’

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