
This was orginally published as part of an article on callcentrehelper.com
The Difference Between Communication and Engagement
“Make sure they know the difference between communication and engagement, as they are often conflated with each other, but they have very different purposes when it comes to supporting a team.
Communication is about exchanging information between people or groups, whilst engagement is about psychological identification and psychological meaningfulness – our level of involvement, commitment, and connection.
In short, if your people don’t know what’s happening, you have a communications problem. If your people don’t care what’s happening, you have an engagement problem.”
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