How to Actually Build Culture | Tiger de Souza

We say we want “nice” cultures, then wonder why people burn out.

Tiger de Souza, People leader at Samaritans, reveals how charities and mission-driven teams can balance purpose, limited resources, and real human support without losing clarity or standards.

What you’ll learn:

Why “nice” cultures exhaust people and why kind cultures perform

The 4 leadership principles Samaritans use (accountability, empowerment, inclusion, connection)

How to equip managers for monthly, meaningful performance conversations

Hybrid/volunteer culture at scale: 20,000 volunteers, new norms, real psychological safety

Where AI helps ops, but can’t replace human connection in crisis

If you lead people (in charities or beyond), this conversation will reset how you think about culture, performance, and wellbeing.

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