WHEN WE FEEL SAFE TO BE OURSELVES AND SHARE OUR VOICE, WE CAN MAKE OUR GUEST EXPERIENCES EVEN BETTER. Prof. Amy C. Edmondson at Harvard Business School, has been researching and teaching about the effect of psychological safety - or rather the absence of it - on performance and effectiveness in teams and organisations for over 25 years. When we are fearless, we can be the real deal.
If you create psychological safety with your colleagues, you can expect more passion, more motivation, more problem-solving, more learning, and even more opportunities to make our guests feel welcome. When everyone can be the real deal, the nature and quality of the conversations with your colleagues, and guests, becomes more real. And when we are real we feel safe to talk about what really matters, and this is when the quality of our guest experiences really lifts. Why? Because people can see they are heard and valued when they speak up. Psychological safety is the way to unlock this.
Psychological safety is a belief that one will not be punished or humiliated for speaking up concerns or mistakes.
with ideas, questions ,
52 | TWO: PEOPLE WANT THE REAL DEAL
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