It would be fair to say that most dinner party conversations these days include three top topics – sport, travel and Banks… (Telstra stories were “so last year”)
And, if you are passionate about the first two topics of footy and perhaps climbing Mt Kilimanjaro or airport hassles, it would also be fair to say you may be even more passionate or spirited when talking banks... And they are often not stories of love and admiration...
So when Gail Kelly, CEO Westpac talked about the “need to improve our capability of communicating with customers and with the community on funding costs and the lesser relevance of the cash rate was a measure of funding costs” in a grilling with Nationals Senator John Williams in an enquiry into banking competition ( Weekend Financial Review Jan 22 -23) she touched in my opinion on the most important aspect of leadership with staff, customers and stakeholders – the constant need to communicate and keep people informed.
She conceded that banks can do more to communicate and let people know what they are doing and why they are doing things in a more timely and contextual fashion, and that perhaps from her perspective this will be a better way to keep customers happier and things fairer.
I agree, it would be great to have a better understanding of what is happening before it happens so we can make better choices and better plans.
However let’s take this one step further and as leaders in businesses and life, look at what is working and what is not and lift the bar instead of our blood pressure when it comes to communication.
What would you recommend is a good way to communicate when things are tough?
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