Welcome, we're glad you're here

I sat through orientation recently. In my job (and life) I sit through these a lot: new hire orientation, welcome-to-our-church presentations, your-kid-is-in-my-classroom declarations, etc. I’ve studied these events for clients, providing strategies to help maximize the effectiveness of this moment because it is so critical to a good, lasting experience.

There’s a basic formula:

emotional connection

+ must have information

+ where to go for help

= welcome

There are varying degrees of polish and shine, formality, and mandatory information, yet they all follow the same basic formula.

This week’s experience taught me that connection begins with humility.

I sat through 20 presentations, ranging from benefits to compliance to history, all as expected. The presenters were more or less polished and had more or less clarity in their content. Some were quite bad presenters, truth be told. But sincerity beats polish in creating emotional connection. Each presenter was earnest, honest and didn’t take themselves so seriously. It was refreshing.

At the end of the day, despite 8 hours of policies and compliance, 18 of 20 presenters said ‘thank you for choosing our organization. Welcome. We’re glad you’re here.”

This struck me because it is so unusual. I haven’t heard this with such sincerity or consistency in any organization. But let’s look at what was said. They began with gratitude. Each presenter knew there were choices and they were grateful that each person in the room had chosen to make a change, regardless of the backstory. Gratitude cannot exist without humility.

Second, each presenter said, ‘welcome. We’re glad you’re here’ The simplicity of the sincere statement communicated ‘you’re home. You belong here. You’re one of us now. Make yourself comfortable.'

To be clear, this was not in anyone’s script. Each presented with honesty, earnestness and sincerity. Without this level of authenticity, the statements are rote and hollow.

I am glad to join. I do feel welcome. I am humbled to contribute.

Now, where’s the bathroom?