mind your language and make money: how words build strong cultures and profitable businesses

Mind your languageHow do words shape, makeor break businesses?

Hannah Moffatt

WritingThinkingTraining

PedestrianInjuryReductionSignalsExperiment

“Watch out, there’s an ant on your southwest foot.”

“We are Ladies and Gentlemen serving Ladies and Gentlemen”

Ritz-Carlton motto

“Guys with spikes”

Enron

How would your people describe themselves?

Careless language kills cultures

ArtefactsValuesAssumptions

AssumptionsYou don’t trust me to do the right thing(so maybe I won’t bother)

AssumptionsI’m just here to churn out workLeadership doesn’t think I’m talented(so maybe I won’t bother)

What do your signs say about your business?

reducing our expense basemanaging our expense basevacancy managementrestructureremoving more open positionsnecessary actionswe cannot promise the avoidance of such activitiesrestructuring exerciseaffected employeesthe people who are directly affectedchanging our underlying operations

Changes must be madeThis needs to be doneThe project was cancelled

AssumptionI don’t need to take responsibility

The Sheriff was shot(by robots)

I shot the Sheriff

Would your business pass the ‘by robots’ test?

Tell a simple story

‘Our goal is to efficiently facilitate world-class intellectual capital that we may improve our long-term ability to manage emerging user communities.’

Google’s mission is to organise the world’s information and make it universally accessible and useful.

“I’m helping put a man on the moon.”

“Treat your people like owners instead of machines.”

Laszlo Bock

Rule #1: use best judgement in all situations. There will be no additional rules.

We’re a frugal company, but don’t show up dog-tired just to save a few bucks.

Use your common sense.

A B150 80$0.11

$0.18

9%

Clues to look out for

Make your words work harderWatch your metaphorsBe active, not passiveKeep it simple: cut the corporate-speak

If in doubt, bring in a fresh pair of eyes

HRCustomer experienceBrand and marketingContent

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