November 27, 2024 – Manila, Philippines — In today’s fast-paced business world, adapting, sharing innovative ideas and taking smart risks are essential for success. Yet, how many employees truly feel empowered to speak up at work? Research points to psychological safety as the key to creating an environment of open and effective communication in the workplace. A Center for Creative Leadership study of nearly 300 leaders over 2.5 years found that teams with higher psychological safety not only perform better but experience fewer conflicts.
Psychological safety at work means creating a supportive environment where team members feel safe to share ideas and opinions—even dissenting ones—and admit mistakes without fear of negative consequences. Companies that champion this principle create a culture of trust and openness, leading to more engaged and productive employees. TELUS Digital Philippines, a leader in AI-powered customer experience and business process solutions, exemplifies this approach, placing psychological safety at the core of its culture.
Cultivating a psychologically safe workplace
Psychological safety does not just benefit individual well-being. It shapes the very “blueprint” of employees’ professional selves. It empowers individuals to define their professional identities, becoming more courageous, honest, and innovative contributors. This creates a ripple effect across the organization, fostering a “speak-up culture” that improves team dynamics and effectiveness, while positively impacting employee retention.
Investing in a culture of open communication
TELUS Digital Philippines has built a supportive culture that encourages employees to take risks, propose solutions, and continuously develop their skills. It fosters a productive and fulfilling work environment, boosting engagement, sparking innovation, and reducing burnout. As one team member shared, “I always feel safe to share my thoughts and express myself. I’m also given the opportunity to develop a better career path.”
This environment enables TELUS Digital Philippines team members to take calculated risks, experiment with new ideas, and share unique perspectives. As a result, the company cultivates a culture of passion and ownership, where pushing boundaries is welcomed.
The company’s commitment to open communication ensures every voice is heard and valued, fostering a growth mindset. In turn, team members become more adaptable, creative, and forward-thinking—essential skills in today’s ever-evolving business landscape.
To reinforce this commitment, TELUS Digital invests in various programs and initiatives, including coaching, pulse surveys, and leadership development training. These tools provide practical support and ongoing opportunities for feedback, ensuring psychological safety remains central to the company’s culture. In turn, psychological safety translates into tangible benefits for both employees and the company as a whole.
In one of the company’s recent surveys, Senior Customer Care Representative Jasmine Ordoñez said: “At TELUS Digital Philippines, I truly feel valued and supported. The company prioritizes work-life balance, offering programs that promote both physical and mental well-being. Management recognizes our hard work with thoughtful rewards and incentives, which motivates me to give my best every day. The strong sense of community here, with managers who genuinely listen and offer guidance, creates a positive and collaborative environment. It’s not just about getting the job done – it’s about growing together and supporting each other along the way.”
The annual employee engagement survey further demonstrates the company’s dedication to creating a psychologically safe environment. This anonymous survey allows team members to provide feedback on various topics, including psychological safety, team dynamics, and work-life balance. The leadership team then uses the feedback to develop action plans aimed at enhancing the overall team member experience.
empowered to share ideas, take risks, and grow together in a supportive, psychologically safe
environment.
Empowering growth through coaching
TELUS Digital Philippines’ Brilliant Coaching program further strengthens psychological safety in the workplace. It equips leaders with coaching skills, enabling them to support team members’ growth and development. Starting with “Ready, Set, Coach,” new leaders are equipped with foundational mentoring skills. Ongoing development continues through weekly coaching sessions and monthly “coach-the-coach” triads, ensuring consistent, high-quality mentorship across the organization.
The program’s strategic approach—focusing on key performance indicators or KPIs, values, best practices, and skills mapping—drives tangible results. With tools like the Boost Plan, leaders collaborate with team members to create action plans, track progress, and provide feedback. This proactive approach ensures team members feel valued for their growth, and regular Coaching Check-ins facilitate meaningful development conversations. Furthermore, leaders are equipped to continue developing team members’ competencies with the TELUS Digital Competency Framework, which provides clear explanations on the skills, behaviors, knowledge and abilities that will help team members excel in their roles and contribute to achieving TELUS Digital Philippines’ strategic vision and goals.
Choosing a company that values psychological safety and a growth mindset, like TELUS Digital Philippines, is a crucial step in building a fulfilling and rewarding career. By prioritizing these principles, organizations invest in their employees’ long-term success and create a positive, productive work environment.
