Diversity and inclusion
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Emotion IS The #Experience - #Infographic

Emotion IS The #Experience - #Infographic | Diversity and inclusion | Scoop.it
We're pleased to present our latest 360Connext customer experience infographic. Emotion drives everything for humans. See why we MUST sweat the small stuff.

Via Eric_Determined / Eric Silverstein
Paul Deemer's insight:

Stay focussed - it matters!

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Eric_Determined / Eric Silverstein's curator insight, January 30, 2014 2:59 PM

As Jeannie correctly points out, Micro is the new macro:


"When the big picture looks great but your bottom line doesn’t show it, it’s time to walk in your customers’ shoes and drink in the emotions they encounter through their journey."


It doesn't take much to change ones positive feeling of  brand. While my experience with Starbucks "Tweet-a-Coffee" resulted in a negative experience, it's an important reminder to really walk in your customer's shoes as Jeannie pointed out above.


http://ericdetermined.blogspot.com/2013/11/starbucks-your-tweet-coffee-leaves-bad.html


Share your recent experience - how a single moment may have positively or negatively impacted your brand experience.

Rhonda Hailey's curator insight, January 31, 2014 8:53 AM

Love the infographic... Customer Experience is so very important. We strive to recommend local businesses to new homeowners with that initial contact being one that is positive and creates an appreciative response. Our best partners then continue the experience with lead nurturing, a great customer experience when they convert and consistent and meaningful follow-up.  It's a win win for everyone. 

Roland Alston's curator insight, January 31, 2014 11:19 AM

The answer to "what does the emtional side of CX look like?...

Diversity and inclusion
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EDS2%20Guide%20Final.pdf

Paul Deemer's insight:
Crucial guidance for health and social care organisations on engaging with community and voluntary sectors on EDS2
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A typical work day doesn't look like this. A typical school day?

French Public Service Announcement:  Schoolyard bullying re-enacted by adults in corporate workplace


Via Ulla M. Saikku
Paul Deemer's insight:
Powerful message on school bullying using a workplace setting. Life imitating art? Or life imitating life?
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Rescooped by Paul Deemer from Health Blog Round-up
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Dignity in a tick box?

Dignity in a tick box? | Diversity and inclusion | Scoop.it
So they want to say they are dignity champions and maybe even get a press release out of it so they wrote a list and started to tick off what was needed:

Via Emily
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A cautionary tale! 
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Bullying 2016 Conference – Conference

Bullying 2016 Conference – Conference | Diversity and inclusion | Scoop.it
Looking forward to delivering workshop with Professor Duncan Lewis and exploring bullying at work as a global phenomena.
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Rescooped by Paul Deemer from Culture, Change and Leadership
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Suffer, survive or thrive in organizational culture? - Leadership & Change Magazine

Suffer, survive or thrive in organizational culture? - Leadership & Change Magazine | Diversity and inclusion | Scoop.it
Three stages of development are when people suffer, survive or thrive in organizational culture. Check the characteristics to gauge your workplace's energy level.

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The stages of change for creating a thriving workplace - explained simply and clearly

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Variations on a theme

Variations on a theme | Diversity and inclusion | Scoop.it
It's that time of year - when you look back and reflect on what was, what wasn't, what could have been and what really changed you. 2015 was an up and down year for me if I'm honest. On the down side,
Paul Deemer's insight:

Diversity with a twist...

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Making-the-difference-summary-Kings-Fund-Dec-2015.pdf

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Making the links between staff experience, patient feedback and organisational performance can lead to a more diverse and inclusive culture.

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2904530_EHRC_IBF-ExeSummary_Eng_acc.pdf

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Huge health and care challenges identified by the EHRC. Much work to do!

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God Save Our Generation! - Oasis HR

God Save Our Generation! - Oasis HR | Diversity and inclusion | Scoop.it
“Why don’t you all fade away And not try to dig what we all say I don’t want to cause a big sensation Just talking ’bout my generation” My Generation, The Who “God Save The Queen A fascist regime They made you a moron A potential H-bomb” God Save The Queen, Sex Pistols These are... Read more »
Paul Deemer's insight:

Diversity - it's only rock and roll - but I like it! 

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Why good leaders make you feel safe

Why good leaders make you feel safe | Diversity and inclusion | Scoop.it
What makes a great leader? Management theorist Simon Sinek suggests, it’s someone who makes their employees feel secure, who draws staffers into a circle of trust. But creating trust and safety — especially in an uneven economy — means taking on big responsibility.
Paul Deemer's insight:

Trust breeds loyalty

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Experience of disabled staff working in the NHS - NHS Employers

Experience of disabled staff working in the NHS - NHS Employers | Diversity and inclusion | Scoop.it
Exploring the Experience of Disabled Staff Working in the NHS Research 2015
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Read the findings of our survey - conducted in partnership with Disability Rights UK - and the outcome of our Disability Summit held earlier this year

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10 TED Talks by women that everyone should watch

10 TED Talks by women that everyone should watch | Diversity and inclusion | Scoop.it
Color bravery. A headset for brainwaves. His/hers healthcare. 10 big, bold talks from female speakers.
Paul Deemer's insight:

10 TED talks that all aspiring leaders (male and female!) should watch!

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The Quiet Revolution

The Quiet Revolution | Diversity and inclusion | Scoop.it
Listen!Can you hear it? You need to listen harder. Listen not just with your ears - but with your eyes - and your heart. There's a quiet revolution happening across the NHS and beyond. A new breed of leaders is emerging. They lead by example – through actions, not words. They lead from the front - but are also prepared to stand alongside you when necessary. Often they will lead from behind – and follow where the majority want to go. They speak with authority – but are not authoritarian. They have a vision – but the vision is shared. They want change &nda
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The sound of a quiet revolution

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Why we need gender-neutral bathrooms

Why we need gender-neutral bathrooms | Diversity and inclusion | Scoop.it
There are a few things that we all need: fresh air, water, food, shelter, love ... and a safe place to pee.
Paul Deemer's insight:
The future is bright - the future is (gender) neutral 
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Rescooped by Paul Deemer from Social Media and Healthcare
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Social media and mental health: 'We are more than our profile pictures'

Social media and mental health: 'We are more than our profile pictures' | Diversity and inclusion | Scoop.it

"The photo on the left is me on a 'normal' day and on the right is the side of me nobody sees,"wrote Pete Laws in a Facebook post Monday.

 

Laws, inspired by a stranger on the Internet, posted two selfies. One smiling, forming a heart with his fingers, pre-anxiety attack. The other, with his hand over face, one eye shut, post-anxiety attack. Laws went on to describe his symptoms: breathlessness, dizziness, stomach pains, headaches and more.

He also detailed his frustration: "Not enough people are aware of the destruction it can cause somebody's life if they don't get the right support," he wrote.

From Instagram to online dating, people are constantly posting photos that reveal just the "highlights" of their life and their looks.

Related: The confidence gap: Can a daily text message help?

A woman named Amber Smith bucked that trend earlier this month when she opted to reveal a more well-rounded version of herself -- anxiety and all. Smith wrote that while she may physically look OK, in reality, she's "battling a monster inside my head every single day."

Her intention was to remove the stigma associated with mental health and make social media a platform that's a bit more real.

Some have started to push back against a curated version of reality that doesn't reflect a person's ups and downs.

 

Take Essena O'Neill, an Australian teen who had more than 500,000 followers consuming her cheerful YouTube, Instagram and Facebook posts.

But that wasn't reality and it drove O'Neill to a tipping point. She went back and edited her posts to describe how she actually felt when posting the pictures. "Social media is an illusion," she wrote.

According to George Nitzburg, a research fellow at Mount Sinai, that's a very real danger of platforms like Instagram and Facebook (FB, Tech30).

Related: She's in the business of rewiring your mind

"It's definitely social comparison where you feel other people are living happier, better lives than you are or who look better, feel better than you do," said Nitzburg at TalkSpace's Future of Therapy conference last week.

The reality is that most aren't as happy as their smiling selfies would have you believe. One in five people are suffering from mental health issues, according to the National Alliance on Mental Illness, but the vast majority aren't seeking help.

Related: 20 million people are sharing secrets on this app

"Mental health is not a sexy topic, the same way cancer is not a sexy topic," said Roni Frank, cofounder of Talkspace, a text therapy startup that hosted the conference.

But people are hungry to talk about it.

"Well done for standing up and telling the world about this," commented a woman on Facebook. "Too many people hide mental health and it's not right."

"This needs to be a thing. We all need to show the world how mental illness affects people on different levels and that we are more than our profile pictures depicting our 'perfect' lives," said a different woman.

Support for Smith and Laws also came in full force.

"I literally have hundreds of unread messages from people, that it is getting a little overwhelming as I want to reply to you all right now," Smith wrote in a separate post on Facebook.

Laws, on the other hand, posted a screenshot of his Facebook friend requests: 462.

"I promise I will accept you all just need time to sort out my privacy settings," he wrote.


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The importance of virtues for a successful business | Leadership & Change Magazine

The importance of virtues for a successful business | Leadership & Change Magazine | Diversity and inclusion | Scoop.it
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Not Waving, But Drowning

Not Waving, But Drowning | Diversity and inclusion | Scoop.it
While I was thinking about writing this article for International Women's Day, I picked up a book seeking inspiration. The book was entitled "The Top 500 Poems". I was actually looking for a Stevie
Paul Deemer's insight:
Some personal thoughts and reflections on International Women's Day 2016
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The Psychology of What Makes a Great Story

The Psychology of What Makes a Great Story | Diversity and inclusion | Scoop.it

"The great writer's gift to a reader is to make him a better writer."

 

“Stories,” Neil Gaiman asserted in his wonderful lecture on what makes stories last, “are genuinely symbiotic organisms that we live with, that allow human beings to advance.” But what is the natural selection of these organisms — what makes the ones that endure fit for survival? What, in other words, makes a great story?


Via Mary Daniels Brown
Paul Deemer's insight:

Fantastic article exploring the unique qualities of storytelling.

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Mike Donahue's curator insight, January 24, 11:21 AM

This contains some great insights from Bruner and others that can help anyone approach their storytelling challenges in more effective ways.

Chris Carter's curator insight, January 25, 7:51 PM

The monomyth lives!

Andre Piazza's curator insight, January 29, 4:40 PM

#Storytelling

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How to overcome our biases? Walk boldly toward them

How to overcome our biases? Walk boldly toward them | Diversity and inclusion | Scoop.it
Our biases can be dangerous, even deadly — as we've seen in the cases of Michael Brown in Ferguson, Missouri, and Eric Garner, in Staten Island, New York. Diversity advocate Vernā Myers looks closely at some of the subconscious attitudes we hold toward out-groups. She makes a plea to all people: Acknowledge your biases. Then move toward, not away from, the groups that make you uncomfortable. In a funny, impassioned, important talk, she shows us how.
Paul Deemer's insight:

"You have to get uncomfortable before you get comfortable". Face your biases - and embrace diversity.

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A New Language

A New Language | Diversity and inclusion | Scoop.it
Paul Deemer's insight:

The language we use influences the way we think. From George Orwell through to J K Rowling, many people have created new words and vocabulary to better describe the world that they imagine. Here is my attempt to create a new language and some new phrases for health and social care which describe the workplace I would like to see. 

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I'm Looking At The World Through Black Tinted Spectacles | Paul Deemer | LinkedIn

I'm Looking At The World Through Black Tinted Spectacles | Paul Deemer | LinkedIn | Diversity and inclusion | Scoop.it
I often get asked what it is that drives and motivates me to work in the field of diversity and how I am able to sympathise, empathise and rationalis
Paul Deemer's insight:

My contribution to Black History Month 2015

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EDFJ3259_Beyond_2015_publication_22.07.15_WEB.pdf

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A collection of leading edge essays and writings about the future of diversity, equality, human rights and social justice

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Power is light

Power is light | Diversity and inclusion | Scoop.it
Last Friday I was invited to speak at the North East London Foundation Trust NHS Equality Delivery System Stakeholder Engagement event. Quite a mouthful! And quite a privilege for me. A privilege that the trust felt that I could add some value from a national perspective to some very challenging health and workforce inequalities issues across their patch. The event was being run in partnership with Barking, Havering and Redbridge University Hospitals and the London Ambulance Service. The event was designed to gather the views of the local patient and community groups on the proposed equa
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One of my recent spoken word pieces inspired by the community engagement event organised by North East London Foundation Trust as part of their EDS2 consultation.

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Geetu and Emotional Resilience

Geetu and Emotional Resilience | Diversity and inclusion | Scoop.it
Fifteen years ago I met an incredible woman called Geetu. I was lucky enough to be sent on a five day intensive emotional intelligence course by my employers at the time - Barnardo's - run by a company called EI World (of which Geetu was the Managing Director). I won't go into the details of what happened during that week - except to say that it changed my life and gave me three life long friends - including Geetu.Today Geetu invited me to the launch of her latest book - Emotional Resilience - and honoured me by inviting me to speak for three minutes about my experience of that training and e
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My gift to my friend and mentor Geetu

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DUP_1003_Intersectionality_MASTER.pdf

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Thought provoking article which fits in well with theme of #EQW2015 NHS Equality, Diversity and Human Rights Week which is Linking Our Thinking

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