Communication and Neuroscience: the result is profit.

In the hospitality ecosystem, customer experience generates value, brand perception, and loyalty. For this experience to be memorable, communication from leadership is an essential skill for orchestrating the entire company's operation towards this goal .

I'd like you to pause your reading now and imagine how the communication process works in your company. Do you have data on how the process unfolds, at the touchpoints in your customer journey and also within the team? Is productivity affected? What is the impact on operations?

Research shows this impact: The State of Business Communication (Harris Poll & Grammarly) reveals that communication failures can lead to losses equivalent to one working day per week specially in sectors involving people, quick decisions, and customer relations. Gallup studies show that teams led by leaders who provide clear and consistent feedback exhibit up to 20% higher productivity, lower rework rates, and lower employee turnover.

Communication within a company is present in decision-making, team cooperation, employee engagement, and also in the brand's relationship with the customer. Neuroscience explains that all these elements are not primarily activated by rational content, but by emotional aspects, transmitted through nonverbal signals such as tone of voice, facial expressions, and body language. The brain interprets these elements before the verbal message.

Reducing noise in message transmission and communicating assertively are fundamental skills for strengthening trust and increasing strategic team buy-in, a process that is intensified in the current business environment, which includes hybrid meetings and participation on digital platforms. Data from the Harvard Business Review shows that leaders can spend up to 30% of their weekly time in meetings that don't generate much time. productive. Imagine the financial impact this communication problem is generating!

Now I invite you to think about your relationship with the customer. Is communication fostering this relationship? Delivering excellent service involves communication at every stage of the experience. Imagine how much your business could benefit from developing communication skills within your team!

Internally, leaders who communicate effectively support the company's culture and health, inspiring emotional security, especially in uncertain and challenging scenarios, while communicating the brand with authority, personality, and value.

Applying neuroscience to your company's communication is a profitable investment. Like any investment, to generate value, it needs to be managed in a specialized and competent way. Count on me in this process.

Tânia Bello

Specialist in Human Communication, Neuroscience and Behavior

Speech-Language Pathologist specializing in Language