Andy Lopata recalls his conversation with workplace communication expert Antoni Licanai In this episode of the Connected Leadership Bytes. They examine the concept of how internal workplace culture influences external engagement, with Antoni arguing that treating colleagues poorly leads to poorer customer service. Antoni argues that the responsibility for fostering a positive workplace culture lies with leadership. He shares several examples of how poor leadership created toxic environments that negatively impacted employee engagement and, subsequently, customer service. Andy and Antoni discuss strategies for addressing toxic workplace cultures, emphasising the importance of leading by example and building trust through predictability and empathy. Antoni further emphasises the importance of fostering a "servant" mindset, where employees are encouraged to help each other, leading to a more positive culture that benefits both internal and external stakeholders. He also challenges the idea of internal competition, suggesting that it can be detrimental to a collaborative workplace culture. Antoni closes by highlighting the importance of corporate social responsibility (CSR) and aligning company values with a higher cause. He argues that the most successful organisations are those that foster a sense of tribe or community amongst their employees and stakeholders, creating a shared purpose that goes beyond individual goals. Key Takeaways: 1.     Internal culture impacts external engagement: How employees are treated internally directly impacts their engagement with external stakeholders like customers, suppliers, and partners. 2.     Leadership sets the tone: Leaders are crucial in shaping a positive and collaborative workplace culture. Toxic cultures often stem from poor leadership practices. 3.     Empathy and trust are key: Building trust within a team is essential for addressing any issues and fostering a healthy workplace environment. 4.     Encourage a "servant" mindset: Encourage employees to support each other and prioritise collective goals over individual ones. 5.     Rethink internal competition: Encourage collaboration over competition to foster a sense of community and shared purpose. 6.     Embrace a higher cause: Aligning company values with a broader social or environmental cause can create a stronger sense of purpose and attract employees who share those values. Connect with Andy Lopata: Website | Instagram | LinkedIn | X/Twitter | YouTube Connect with Antoni Lacinai: Website |LinkedIn   Listen to the full episode of this podcast The Financial Times Guide to Mentoring