We will:

• Use plain English whenever we can.
• Admit when we don’t know something and follow up on it.
• Make sure we get back to customers and explain the reason for our decisions.
• Actively seek and listen to feedback.

We won't

• Tell people what they want to hear because it’s the easy option.
• Bluff when we don’t know the answer.

How can I apply this to my Team?

• Writing clearly is hard – train your team and use these tools
• Review your forms and templates – can you make the language simpler? You could collaborate with clients to do this
• If you can’t give an answer straight away, tell people when you will.