‘Leaders cannot legislate culture with mission or vision statements; it is managers who build engagement and a high performance culture, one employee, one conversation at a time.’
(Towers Watson report 'Turbo charging employee engagement 2010)
Despite the relentless march of technology and the never-ending attempts by organisations to turn every human interaction into a process, the basic building block of organisational life remains the conversation. It is quite simply how business is done. And for very good reasons.
'In most companies, very little attention is paid to the quality of conversations. As a result, a vast majority of conversations tend to be dehydrated, ritualised talk that adds no value to anyone. Most conversations in most companies tend to either be uninteresting or irrelevant'
('Improving the Quality of Conversations', Organisational Dynamics, 2002)