Responsive versus Reactive Communications | S4 E10

Communication is an essential aspect of our personal and professional lives, but not all communication is created equal. In this episode of the Engaging Internal Comms podcast, host Craig Smith and guest Lena Scullard explored the difference between responsive and reactive communication and how cognitive behavioural psychology plays a role in creating positive cultures and employee engagement within organisations.

Lena, an interactive keynote speaker and trainer, emphasised the importance of focusing on what good looks like within organisations rather than always homing in on the negative. She explained that reacting is often quick and negative, while responding takes thought and intention. Lena shared a personal story of how she used cognitive behavioural psychology to respond to a colleague’s negative reaction in a department meeting, rather than reacting in the moment.

The episode also touched on the importance of measuring and gamifying internal communications to ensure that leaders are prepared to respond to feedback. Lena emphasised the need for communication specialists to provide tools that help leaders with time constraints, such as creating crossword puzzles based on communication pieces. Additionally, the importance of catering to different communication preferences and personality types was highlighted, with suggestions such as using video for quick highlights and providing more detailed written materials for those who want to read and process information.

Overall, the episode highlighted how communication style can make or break one’s career. Lena shared three key areas of focus for effective internal communications: being clear and concise with language, understanding cognitive psychology in conversations with team members, and using her trademark process called “Stitch It Up” to move from emotional triggers to making the best possible choices for behaviour and action.

So, whether you’re a leader or team member, take the time to evaluate your communication style and adjust where necessary. It could be the difference between success and failure in your personal and professional life.

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