The Future of Internal Communication

Ellen Van Oosten is Professor of Organization Behavior at Weatherhead School of Management, Case Western University in Cleveland, Ohio. She’s also the co-author of one of the best books we’ve read about human behaviour. Helping People Change, written by Richard Boyatzis, Melvin Smith and Ellen Van Oosten was Henley Business School’s coaching book of the year in 2020. And we are unsurprised, because by taking a human-first approach to change, it turns most conventional thinking about organisational change management on its head. In this episode, Jen, Dom and Cat chat with Ellen to hear what she’s learned about human behaviour over the course of her career. They discuss how organisations can better help their internal stakeholders not only shift behaviour for the long-term but also navigate the continuous change that marks the 2020s. Takeaways Continuous change is a prevalent and ongoing experience in the workplace, with many organisations undergoing restructuring and leadership changes. Successful change requires individuals to have a sense of agency and to feel a personal connection to the desired future state. Communication plays a crucial role in change management, particularly in articulating goals and objectives and fostering a shared understanding of how individuals can contribute to the organization's strategy. The failure rate of change programmes remains high, indicating a need for a more empathetic and human-centered approach to change management. Empathy and emotional intelligence are essential skills for leaders and communicators to cultivate in order to create supportive and engaging environments for change. Positive emotion is needed to thrive and flourish. It's about dreams, not just goals. Build resonant relationships through clarity, connection, and compassion. About Ellen Van Oosten Ellen B. Van Oosten, Ph.D. is Professor in the Department of Organizational Behavior and Faculty Director of Executive Education at the Case Weatherhead School of Management. She is also Director of the Coaching Research Lab, a scholar-practitioner collaboration to advance coaching research founded in 2014. Her research interests include coaching, leadership development, emotional intelligence and women’s leadership in STEM fields.  She teaches in the MBA, Executive MBA and directs the Weatherhead Coach Certificate Program, the Leadership Institute for Women in STEM and Manufacturing Program and several company specific programs.  She is also the author of numerous academic and practitioner articles and co-author of the award-winning book - Helping People Change: Coaching with Compassion for Lifelong Learning and Growth – with colleagues Richard Boyatzis, PhD and Melvin Smith, PhD.  She has a BS in Electrical Engineering from the University of Dayton and a MBA and PhD from Case Western Reserve University.   Find Ellen on LinkedIn: https://www.linkedin.com/in/ellenbrooksvanoosten/ Ellen’s website: https://case.edu/weatherhead/about/faculty-and-staff-directory/ellen-van-oosten HBR article: https://hbr.org/2019/09/coaching-for-change 5 Training Mistakes that Inhibit Lasting Change:  http://tinyurl.com/y6qeh8uw . How the best managers balance analytical and emotional intelligence - - https://hbr.org/2020/06/the-best-managers-balance-analytical-and-emotional-intelligence.   How to support the people you lead in times of uncertainty -https://greatergood.berkeley.edu/article/item/how_to_support_the_people_you_lead_in_times_of_uncertainty

Peter Mandeno is an expert in the science of human connection. His work goes beyond simply explaining why connections matter to show organisations how to improve connectivity outcomes by design – for employee engagement, wellbeing, creativity and performance. As many countries in the Global North grapple with societal loneliness epidemics, in tandem organisations are encountering rising social friction at work. Yet strong bonds with work colleagues underpin successful collaboration, innovation and long-term business sustainability. In this episode, Jen, Cat and Dom discuss what Peter discovered during his PhD research and why human connection is so invaluable. They also explore what organisations can do to improve engagement and wellbeing at work.     Takeaways Organisations need to create the conditions for authentic and meaningful connections to happen naturally in the workplace. Emotional, transactional, and intellectual connections are all valuable and contribute to engagement, well-being, and innovation. Internal communicators can promote better connectivity by focusing on content, channel, and context. Human connection should be seen as a strategic objective and given the necessary time, resources, and attention. About Peter Mandeno Peter Mandeno is an expert in the science of human connection. His work goes beyond simply explaining why connections matter to show organisations how to improve connectivity outcomes by design – for employee engagement, wellbeing, creativity and performance. A native of New Zealand, Peter earned his PhD in Design Engineering from Imperial College London. His research built on two decades of global industry experience in communication, strategy and design. Peter has worked with organisations ranging from ABN AMRO and GSK to KPMG and Vodafone, helping them communicate more effectively and designing experiences that get diverse and distributed teams connecting more authentically. Peter’s approach is practical, applicable and accessible. In addition to delivering inspirational keynotes and teaching masterclasses to teams of all sizes, Peter advises and consults globally on a range of human connectivity challenges from employee engagement and hybrid work strategies to talent retention and client relationships. Peter’s book – ‘Better Connected’ – is due to launch in 2025.   Find Peter on LinkedIn: https://www.linkedin.com/in/petermandeno Peter’s website: https://betterconnected.world HBR article: https://hbr.org/2013/01/facilitating-serendipity-with-peel-and-eat-shrimp

James Ball is an award-winning journalist, broadcaster and author. He is a fellow of the think-tank Demos and the political editor of The New European. He is also the current chair of the UK committee of the Ethical Journalism Network. Having been part of the Pulitzer prize-winning journalism team at the Guardian who covered the NSA leaks by Edward Snowden, it’s little surprise he’s developed more than a passing interest in the topics of trust and truth. Amongst other titles, in 2017 James published ‘Post-Truth: How Bullshit Conquered the World’. The 2024 IC Index highlighted the crucial role of trust at work. With trust on a knife-edge in so many organisations now, we wanted to chat with someone who had researched into this vital issue. Our conversation with James explores the critical role of trust and truth in healthy, well-functioning societies, and what happens when the people we ought to be able to trust don’t tell the truth. Takeaways Trust is a pressing issue in the workplace, especially as new ways of working continue to evolve. The definition of trust is nebulous and difficult to quantify, but it generally refers to the belief in what someone says. Facts and figures alone are not enough to change beliefs; trust is built through starting where people are and addressing their concerns. Transparency and open communication are key in building trust and authenticity in journalism and internal communication. Regular and transparent communication is essential for building trust in organizations. Balancing 'I don't know' with providing information is crucial for maintaining credibility. AI can assist in communication but should not replace human interaction. Effective communication involves building rapport, finding common ground, and challenging constructively. Communication should be inclusive, honest, and open to empower individuals and foster trust. About James Ball James Ball James Ball is an award winning journalist, broadcaster and author, fellow of the think-tank Demos, and the political editor of The New European. He has worked as the global editor of TBIJ, a special correspondent at BuzzFeed UK and special projects editor at The Guardian, where he played a key role in the Pulitzer Prize-winning coverage of the NSA leaks by Edward Snowden, as well as the offshore leaks, HSBC Files, Reading the Riots and Keep it in the Ground projects.  At WikiLeaks he was closely involved in Cablegate – the publication of 250,000 classified US embassy cables in 2010 – as well as working on two documentaries based on the Iraq War Logs. James is a longstanding trustee for, and chair of the UK committee of, the Ethical Journalism Network. James is the author of multiple books, including "Post-Truth and "The Tangled Web We Weave: Inside The Shadow System That Shapes the Internet”. His most recent book, “The Other Pandemic: How Qanon Contaminated The World” was published by Bloomsbury in July 2023.  

Strategy consultant Jennifer Sertl is an internationally recognized influencer in social media and the president and founder of Agility3R, a leadership development company. In 2010, she co-wrote a book: Strategy, Leadership, and the Soul: Resilience, responsiveness and reflection for a global economy. Ahead of its time, the book set out the new era of digitized, hyperconnected globalisation and explored what this meant for leaders, business strategy and communication.       In this illuminating conversation, Cat, Jen and Dom discuss the importance of authenticity in internal communication, not least in the age of generative AI. As we navigate continuous change and market ambiguity, Jennifer’s insights have lots to offer progressively-minded internal communicators. Takeaways Authentic leadership involves understanding one's essence and values. Soulful communication is essential in the workplace. AI cannot replace the need for trust and human connection. Language and conversation have the power to shift perspectives and shape leadership. Creating a safe space for leaders to practice and learn is crucial. Authentic leadership requires curiosity, vulnerability, and the ability to listen and learn. Leaders need to trust themselves and create environments where others can trust themselves as well. The traditional MBA model and hierarchical structures may not be sustainable in the changing landscape of work. Internal communicators play a crucial role in understanding the business model, using language effectively, and humanising the audience. Effective leadership communication is about building community, asking great questions, and being true to oneself. About Jennifer Sertl Strategy consultant Jennifer Sertl is an internationally recognized influencer in social media and the president and founder of Agility3R, a leadership development company. She is dedicated to strengthening strategic skills and helping leaders become more resilient, responsive, and reflective. Jennifer co-authored Strategy, Leadership, and the Soul and the Upstate Founders Playbook. Named one of the top 100 innovative thinkers by Hatch A Better World in 2013, she is also an alumni of Innotribe, SWIFT's innovation think tank. Currently, Jennifer serves as Director of Marketing for Circle Optics, Inc., creators of the only seamless 360 imaging system camera. She is also Chief Marketing Officer for Say Hii, an AI tool that increases productivity and wellbeing for market-leading organizations. Additionally, Jennifer is an Adjunct Professor at Rochester Institute of Technology, where she teaches Innovation.    

In 2022, Preeti Macwan embarked on a Master’s degree in Public Relations and Corporate Communication with Kingston University. We are, of course, huge fans of anyone willing to invest in professional qualifications and so were keen to learn more about what Preeti studied and what her most compelling takeaways from the course were. In this episode, Dom, Jen and Cat chat with Preeti to uncover what she learned about storytelling as a strategic communication tool and how her studies have shaped her thinking about the future of internal communication. Takeaways Training line managers is crucial for effective storytelling in organisations. Honesty, authenticity, and vulnerability are key values in storytelling. Recognising and celebrating successful storytellers within the organisation is important. The desire for employees to return to the office challenges the narrative of remote work. Transparency and authenticity are essential in organisational communication. Leaders need to be aware of their own style and adapt their communication to be authentic and relatable. Education plays a crucial role in preparing professionals for the corporate world and internal communication. Cultural differences can significantly impact leadership styles and the overall employee experience. The future of internal communication involves finding a balance between technology and human storytelling. Hybrid working offers a safety net and should be embraced to accommodate individual temperament and preferences. About Preeti Macwan Preeti Macwan has always been fascinated by human interaction, so studying communications felt like a natural course of action. She recently completed a master's degree in PR and Corporate Communications at Kingston University with a specific interest in internal and cross-cultural communications.   LinkedIn profile: linkedin.com/in/preeti-macwan-324311249

Adam Bastock was enjoying a successful career in digital marketing when he realised the planet was in crisis and decided to do something about it. In 2020 he set up Small99 with a mission to help the UK’s small businesses become more sustainable and reduce their carbon footprint. He’s gone from strength to strength since then. Adam is the brain behind People, Planet, Pint – a social meetup for anyone concerned about climate change and sustainability. Originally devised as a meetup after COP22 in Adam’s hometown of Glasgow, PPP has gone on to operate in 75 cities across 10 countries. Community, it’s clear, is a great catalyst and enabler of change. In this episode Jen, Cat and Dom chat with Adam to hear how SME’s are responding to the climate crisis and what role he thinks communication plays in successful community building and behaviour change. About Adam Adam is the founder of Small99. Small99™ is helping small businesses to take positive action to reduce their carbon footprint to become more sustainable and profitable. Vision - Our Ambition To create the Small99™ Carbon Reduction Community – a positive and energetic force that supports small businesses to make their vital contribution to the UK’s carbon reduction targets. Mission At Small99™ we provide practical support, tools and local meetups to start 1 million small businesses on their path to net zero by 2025. We’re doing this because existing guidance often overlooks small businesses, yet 99% of businesses in the UK employ fewer than 49 employees - together they can make a huge contribution to reducing the UK’s carbon output. Our Story Small99™ is helping small businesses to take positive action to reduce their carbon footprint to become more sustainable and profitable. The UK’s small business community has the power to make a vital contribution to our carbon reduction targets. Small99™ is creating a movement for change – a movement that is empowering small businesses by creating a portfolio of practical tools, support and networking opportunities. The Small99™ process is practical, approachable and, importantly, it aligns with the targets of companies like Microsoft. It enables small businesses to evaluate their footprint, set targets for reducing it and measure their progress. The Small99™ team is ambitious for change and aims to connect with one million businesses by 2025 – businesses that can, with our help, improve their sustainability and profitability and help the UK meet its carbon reduction targets. How we do it You can join us at our People, Planet, Pint™ events held across the UK and internationally. They’re a great way to meet other small businesses, to share your challenges, ideas and experiences so that you can learn from others. You can attend one of our CRAB (Carbon Reduction Action Box) workshops where, in a couple of hours, you can create a baseline for your carbon reduction plan, scope your next steps and make some good connections along the way. You can access our online Carbon Reduction Measurement tool to help you take action and monitor your progress. It’s a simple, effective and accessible and provides the information you need to plan for and reduce your carbon Footprint. You can get expert support from our team when you need help to stay on track. You can estimate your digital carbon footprint quickly in detail too. Already, we’ve engaged with more than 9,000 businesses in the past 2 years through our workshops, tools and events. We organise around 60 events a month across the world to bring small businesses together - including Chicago, Singapore and Australia. Join the Small99™ Carbon Reduction Movement – it’s simple, accessible anddesigned to help you and your business to become more sustainable and Profitable.   Our Work Small99 has directly trained over 6,000 businesses in the past 2 years on the topic of Net Zero, focusing on small businesses that were feeling overwhelmed and confused by the existing guidance available. Adam Bastock, Small99 Founder, studied at the Cambridge Institute for Sustainable Leaders (CISL), and has since worked with multiple organisations throughout the UK under the Small99™ brand. Some of Small99’s partnerships include: “Net Zero 360”, with Clean Growth UK, to guide hundreds of businesses to measure and reduce their footprint. The development and delivery of lightweight, first step, sustainability workshops with Small Business Britain. “Step up to Net Zero” with Glasgow Chamber of Commerce, a fully funded placement program for 60 businesses. Scottish Council of Voluntary Organizations, to develop tools for “Growing Climate Confidence”, a ‘where to start’ resource for the third sector.   For full details, see “Our Work”.

The IC Index is a first-of-its-kind research project commissioned by the IoIC that explores the impact of internal communication on internal stakeholders. To mark the launch of the 2024 IC Index, Jen, Dom and Cat welcome Susanna Holten from project partner Ipsos Karian & Box. As research project lead, Susanna has expert insights as to what the data means for the internal communication profession. As this year’s report focusses on trust, this podcast conversation explores the criticality of trust for employee advocacy, collaboration, and leadership. Much like the report itself, this episode covers a vast amount of ground. The need for clear and inclusive internal communication has never been more urgent. Not least as organisations must – in so many cases – pivot their business strategies to maintain market relevance, adapt to AI-enabled workplaces and strive to find hybrid work equilibrium.    Takeaways Trust is a key driver of employee advocacy, collaboration, and engagement. Empathy from leaders and effective communication from direct managers are crucial for building trust. External events and the employer's stance on socio-cultural and economic issues impact employee trust and engagement. Internal communication plays a vital role in creating a hyper-connected organisation. Communication training for managers and leaders is essential for effective internal communication. Good relationships at work are crucial for employee engagement and customer relationships. Values alignment is important for creating a cohesive and supportive organisational culture. Transparency and radical honesty are key in building trust and improving communication. Internal communicators have the opportunity to drive change and take a stance on important issues. The IC Index provides valuable insights and data for internal communicators to inform their strategies and actions.   About Susanna Holten Susanna is a Principal Consultant at Ipsos Karian and Box. Alongside leading a team of internal communication and behaviour change consultants, she's been driving the IK&B internal communication audit offering over the past few years. She supports a broad range of clients in the IC research and strategic advisory space. She leads the work on the annual IC Index report, in close collaboration with the IoIC.   

David Wales’ interest in human behaviour stems from his career in the UK Fire Service. While there he held roles as investigation and research lead, emergency incident command and he helped develop national policy. In that time, he became fascinated by the difference between the advice given by professionals and the actions taken by people when they were confronted with emergency situations. In this episode, Cat, Dom and Jen hear what David has learned about crisis communication. By focusing on human behaviour rather than cost, efficiency and standardisation, organisations can create shared language and communication that aids understanding for an optimal number of stakeholders.   Takeaways Effective crisis communication requires understanding human behavior and the lived experience of individuals in crisis situations. There is often a communication breakdown between public service providers and recipients, leading to a lack of understanding and satisfaction with the services provided. Empathy, humility, and relatedness are essential in crisis communication to connect with individuals on a human level. Emotions play a significant role in crisis situations, and communication needs to consider the emotional mindset and psychology of individuals. Building relationships and trust with the community is crucial for effective crisis communication. Understand and respect the perspectives of others in communication Build trust and involve employees in decision-making processes Prioritize community preparedness and responsiveness in crisis situations Shift from top-down approaches to bottom-up approaches in organizations Build relationships, be curious, and work with people to create effective communication strategies   About David Wales  David advocates for rethinking the relationship between organisations and people to improve the wellbeing and performance of both. He is the Founder of the SharedAim Ltd consultancy which has a unique approach to helping organisations deal with the cost and disruption of unexpected behaviours (for example by employees, customers, partners or any other groups it interacts with). He is also the Founder and host of the Purposefully Human Community which provides a space for anyone interested in the benefits of creating organisations that work with, and celebrate, what it means to be human. A multi-award winning professional, established presenter, facilitator and author, he is currently writing a book outlining how organisations can authentically work with human behaviour, rather than against it. Prior to this David was an operational fire and rescue (FRS) officer with responsibilities for community safety and fire investigation. It was here that he first developed an understanding and interest in all aspects of communication. He also led a pioneering research programme into human behaviour (when encountering a fire in the home) which remains influential on international thinking and practice. And this subsequently led to David being appointed as the first Customer Experience Manager in the FRS.

Dr. Naeema Pasha is a leading expert in AI, diversity and skilling. She set up and led the World of Work (WOW) Institute at Henley Business School, examining the future of work, and more specifically the ethical impact of AI on work, workers and workplaces. A keynote speaker at our 2024 IoIC festival, we wanted to chat with Naeema in front of a broader audience. Of most interest, we wanted to explore ethical considerations for the healthy, fair and inclusive adoption of AI at work. In this episode, Naeema shares her ideas for how to implement AI at work in a way that avoids unforeseen consequences and that’s optimally equitable for as many internal stakeholders as possible. Takeaways Ethics in the context of AI involves making fair, reasonable, and good decisions that align with an organisation's purpose and values. Generative AI adoption raises ethical concerns related to bias, job displacement, depersonalisation of human interactions, and the impact on teaching, learning, and employee engagement. The Luddite movement and historical perspectives on technological change provide insights into the concerns and challenges associated with the adoption of new technologies, including generative AI. The impact of AI on human roles goes beyond the transfer of information and involves emotional labor, trust, and relationship-building. Internal communicators play a crucial role in addressing the ethical issues of AI adoption at work, including critical analysis, awareness-raising, and the development of ethical guidelines. The conversation emphasises the need for open discussions about AI ethics, the importance of human-AI collaboration, and the consideration of unintended consequences and ethical guidelines. The ethical implications of AI adoption at work require a new language of questions and a focus on humanised workplaces and human-AI symbiosis.   About Dr Naeema Pasha Dr. Pasha set up and led the World of Work (WOW) Institute at Henley Business School, which examines the future of work, including the ethical impact of AI on work, workers and workplaces. At WOW, her film, Privacy Ltd, explored the ethics of the use and effect of facial recognition technology in UK society. At Henley, she also carried out a groundbreaking research on race equity in UK businesses, The Equity Effect. Now an independent consultant, she works with various organisations and institutions on AI, diversity and skills projects, as well as policy such as working on a UN Paper on the dangers of Generative AI. Naeema is recognised by Ifpc-online as one of the Top 50 Worldwide Influencers on AI Ethics LinkedIn: https://www.linkedin.com/in/dr-naeema-pasha-9b23b66/  

While historically an industrial powerhouse, Manchester has, like most cities across the UK since the 2008 financial crash, struggled with increasingly precarious, low-paid and inaccessible work. The Good Employment Charter was developed to counter this. By raising standards of employment across all sectors, regardless of organisation size, the Charter has kickstarted a rising trend where people at work in the Greater Manchester region are paid fairly for their work, treated appropriately and where inclusion at work is so much more than a nice-to-have buzzword. In this episode, Jen, Dom and Cat chat with Ian MacArthur, Director of the Charter’s Implementation Unit. He shares the origins of the Charter and dives into the role of access to good work in a healthy, well-functioning society.   Takeaways The Greater Manchester Good Employment Charter addresses the challenges of the current labour market, focusing on health, wellbeing, and inequality. Effective communication and time management are crucial for creating a healthy and productive work environment. Employee activism and the role of middle management play a significant part in shaping the future of work in the digital age. About Ian MacArthur An exiled Scotsman, Ian has spent his career working on environmental and public health issues - and the socioeconomic policies that underpin them - from community to international levels. Starting his career as an environmental health officer with Carlisle City Council, he has worked for Edinburgh City Council, the Health and Safety Executive, the Chartered Institute of Environmental Health, The World Health Organisation, the UK Public Health Association, Groundwork UK and STaR Procurement. More recently he led the GC Business Growth Hub’s priority sector development and relationship management activities, before becoming the Director of the Greater Manchester Good Employment Charter -a key Mayoral priority initiative established in 2019.