Psychological safety refers to an individual’s perception of the consequences of taking an interpersonal risk or a belief that a team is safe for risk taking in the face of being seen as ignorant, incompetent, negative, or disruptive. In a team with high psychological safety, teammates feel safe to take risks around their team members. They feel confident that no one on the team will embarrass or punish anyone else for admitting a mistake, asking a question, or offering a new idea.
Why does psychological safety matter to your business? Team performance and productivity, employee engagement, customer experience, and revenue has a direct correlation to the psychological safety of your employees. If you don’t believe us look at Google’s Project Aristotle.
What does psychological safety matter to your customer experience journey? A team who is psychologically safe are more inclined to learn, develop new skills and capabilities, respond to customers and innovate based on feedback and creativity and intuition. It is our belief that a customer centric organisation cannot be sustained without psychological safety.
How do you measure psychological safety? 6peas have exclusive access to a Psychological Safety Audit tool. Because we believe that for your Customer Experience to work you need Experience Intelligence around your people, culture, leadership team, brand and your employees. Founded in neuroscience, this toolallows us to identify key team performance issues to uncover opportunities. We work with teams to optimize their performance and drive growth.
Amy Edmondson is considered the expert in psychological safety after years of research in hospitals, manufacturing and industry.