Episode 36: Helen Lawson, Co-op Funeral - The importance of empathetic language, voice and tone
When communicating about difficult topics, like death, using the right words, voice and tone is essential. Helen Lawson shares how she approaches this with empathy at Co-op Funeralcare to ensure clarity in their communication. Helen also gives an insight into leading on the change of language, building self-serve products and why avoiding euphemisms in content is necessary.