I was working as the Site Quality Director leading a workstream called ‘Working Together’ where we were exploring how wIn our conversations with people, our talk is fluid. It is in the ebb and flow of our dialogue that relationships are formed and culture is constructed. This article explores how leaders and leadership teams might set about creating their own cultures, not so much through ‘behaviour’ but thorough their ‘talk’.
Shelly Gable (Professor of Social Psychology at University of Southern California) depicts this nicely in her construction of four types of social interaction, from ‘active constructive’ (“Hey, that’s great. Well done on that promotion. Tell me all about it!”), through to ‘active destructive’ (“You got that promotion … YOU?”), via ‘passive constructive’ (‘Yeah I heard”), and ‘passive destructive’, (“Yeah … later maybe?”).
What’s important about Gable’s model is that it shows clearly how changing the accent of conversation can have profound and immediate effects on the relationships around us.
The importance of the right type of conversation at the right time is not lost on organisations. Where the tightly regulated nature of the situation makes it possible, organisations will script conversation. A good example of this is at call centres. e could work on our behaviours in order to get our LEAN program running better.
Share this post