Richard M. Senior Project Manager

Hi,

This is a really useful question!

At Standard Life we celebrate our differences and those of our customers.  So I have tried to detail some of the key ones (from my perspective) below:

Communication Styles:

• Be prepared to modify and adapt your communication style for colleague to colleague and customer to customer.  Everyone is different.  What works for some, will not work for all.
• Listen to cues and feedback from the people you are engaging with.  Did they understand you?  Do they look confused?  Do you need to add more detail? Did you use terminology that has confused them?  Or do you just need to explain something in a different way?  Remember, its not always what you say, but how you say it.

Empathy

• Every colleague and customer you engage with is different.  Background, experiences, stage of life, homelife etc. We all have different things going on in our lives at any given time.
• Listen to what they say, and try to empathise.  It may not be something you have experienced, but by listening to them, you will understand the impact a situation is having on them.  Let them speak, and actively listen. 
• They may then be able to tell you what they need, or they may be asking for help/suggestions. 
• Listen to requests and think about how best you adapt to their situation to help them.  Talk through potential options, and give them the option to explore an option that is preferable to them.

Approachability

• Learn to be approachable.  Colleagues and customers alike should feel comfortable talking to you about requests, problems or challenges.
• Try not to apply any personal opinions or biases you may have, to listen to them, and formulate an approach to help them where you can.  You can also check the policy documents to help you inform your responses, or contact the relevant team department to assist you as required.
• You aren't expected to know everything, but being the person people feel comfortable talking to/asking in the first instance is a great beginning.

Be Yourself

• One that people often don't think about.  In previous roles I have encountered people who thought it was their role to quote policy and apply processes rigidly...
• But, that doesn't mean you cant be yourself!  Engage with colleagues and customers.
• Use your sense of humour.
• Use your empathy.
• We all get much more out of people when we can see and understand who they are through our interactions!

23 June, 2026 11:30