From the course: Organization Communication
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Practice and apply: Mental filters
From the course: Organization Communication
Practice and apply: Mental filters
- My friend Emily gives us a great example of mental filters. Emily is the training and development director at a bank. The bank instituted a secret shopper program about three years ago. Now over the last few months, the scores on the secret shopper reports have declined, not a lot, but the leadership wants to be proactive. They realize that many of the new tellers weren't even working here back when they did some customer service training and started the secret shopper program. The leadership team contacted Emily and asked her to create and conduct mandatory customer service training for every teller at the bank. Now take a moment and imagine being a teller who is told that you must attend customer service training. How are you likely to interpret this message? How might you respond? Emily was empathetic enough to realize that her message might create an emotional response in people. People could hear her message to…
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