Our positive behaviours include:

• Actively and respectfully listening to people to understand them and their views.
• Varying our behaviour to help those we are working with.
• Presenting information clearly and in a way that people understand.
• Respecting the views of others and considering the impact of our words and actions.
• Valuing diversity and treating everyone with dignity and respect.

We work hard not to:

• Forget to adapt our communication to meet customer needs.
• Cause misunderstanding and confusion by not listening.
• Use technical language with non-technical people.
• Say “no” with no explanation or support.