Empowering Culture Through Language

This chapter examines the critical influence of language on organizational culture, particularly within the service industry, using the practices of a well-known restaurateur as a case study. It discusses how memorable phrases and team-created mantras can empower staff and foster a positive atmosphere, even amidst challenges. The chapter also introduces practical strategies like postmortems and culture captures that enhance team collaboration and identity, emphasizing the significance of vulnerability in building connections.