Beautiful motivational posters can become nothing but a TCF culture change bandaid unless they are part of an integrated campaign.
Making behavioural changes in an organisation is difficult. Many leaders spend their budget on posters and beautiful videos (a TCF culture change bandaid) and miss the point that TCF compliance is contained in our daily behaviour, not in a statement or poster. Sustainable growth and change comes from an open dialogue with stakeholders, as well as embedding the right behaviours. These change conversations can be difficult, and may require some challenging self-reflection on the part of leadership. Changing a culture to become TCF compliant takes commitment and follow-through.
Inspiring employees to utilise their discretionary effort and align their behaviour with your TCF strategy is the key challenge of building a Treating Customers Fairly culture.
Beautiful videos set to stirring songs, motivational posters with inspiring images and lapel pins may form part of a multi-layered TCF change strategy, but on their own they are likely to increase disengagement rather than drive change. Creating a TCF culture requires buy-in from employees as well as participation to make the changes stick. Change does not happen if it is dictated from on-high, or employees feel the attempt is a pretty bandaid (poster) or tick box approach. The quick-fix bandaid approach is likely to increase cynicism and customer dissatisfaction.
“If they’re part of a broader campaign, with clearly outlined goals and a commitment from management, they may have some impact. But a motivational poster alone is like a drop of rain in the ocean.” K. G. Brown (Associate professor of management and organisations)
Corporate communication needs to be done with integrity, and in a relatable manner that speaks to the values, vision and behaviours the organisation. Leadership also needs to demonstrate best practice, to “Walk their talk”; without this congruent leadership behaviour, cynicism and resistance to change will increase. Have you ever walked into an office decorated with wonderful posters illustrating a company’s vision, mission and values – but within a few minutes you knew it was all just window dressing? When you saw that the culture did not match up with their culture “PR”, did it colour your perception of the organisation? Did it increase or reduce your confidence that you would be treated fairly? The behaviour we experience is often a by-product of what gets acknowledged or rewarded in an organisation. These daily accepted or tolerated behaviours form the backbone of the culture – what the employees do each day.
Despair.com sells “de-motivational” posters that mock the ultra-sincere posters often used as window dressing in “PR” style culture change efforts. That there is an entire industry built on the ridicule of this practice, should give us pause. These posters often end up as a TCF culture change bandaid and may produce more contrary results than positive ones. If we experience a disconnect between the organisation’s stated TCF values and the behaviour we experience, we are more likely to believe the behaviour. Change management requires stakeholder buy-in, not window dressing.
Beware of the TCF culture change bandaid. Posters and slogans will be ineffective unless they are reminders of a larger change strategy. Effective changes to culture are made through increased buy-in and leaders that walk their talk.
Latest posts by Richard (see all)
- What does Treating Customers Fairly mean, and how will it impact you? - March 24, 2017
- Embracing and embedding TCF compliance principles - March 22, 2017
- Elements for customer onboarding in Financial services - March 13, 2017