I’ve worked with Citibank on several internal team building and development projects, mainly focussed around improving internal communication, and telephone communication with customers.

As the majority of communication is conveyed in the tone of voice and body language that we use, telephone-based staff should always be aware of how they communicate with customers, and to do so in a way that best portrays the company ethics and corporate guidelines.

Additionally, internal communications between managers and staff was improved with the removal of standard profit-based cash bonuses, and the inclusion of incentives and team-oriented goals.