Listening Between the Lines: How psychotherapy can enhance internal communications
Internal communications has always been about people. But in a world of rapid transformation and competing priorities, the ability to understand how people think, feel and respond to change has never been more important. For Yvonne O’Hara , Interim Group Director of Internal Communications at NatWest, that understanding is being shaped not only through years of experience, but by the study of psychotherapy.
Over the past year, Yvonne has been studying a foundation course in psychotherapy – a course combining academic theory with practical training. The aim isn’t to change careers, but to deepen her understanding of human behaviour and apply those insights to her work in communications.
“It’s a taster course in what psychotherapy involves; the different schools of thought, the techniques, and the skills you need to become a therapist,” she says. “But it’s also about listening. I volunteer with Age UK and use that as an opportunity to really practice active listening. That’s been one of the most valuable takeaways.”
Yvonne’s interest in psychotherapy is both deeply personal and also professional. “I’ve been in therapy myself, and found it transformational,” she says. “Therapy helped me navigate grief. Over the years, I’ve also seen how often our work in internal communications touches on the same emotional territory, how people deal with change, uncertainty, fear.”
That emotional intelligence is something she believes all senior communicators need, particularly when it comes to running teams and advising leaders.
“I’ve led teams for 15 years, and this course has given me a deeper understanding of what makes people tick. It’s helped me build my listening muscle. I’m jumping to solutions less quickly now and taking more time to understand the problem first.”
The course has also challenged how she approaches communications planning. While the ‘Know, Feel, Do’ model remains a useful tool, she’s started asking a new question: what don’t we want colleagues to feel?
“It’s a brilliant way to surface communications risks,” she explains. “By starting with the negative – what emotions we want to avoid – we can then shape more thoughtful, empathetic communications that land better.”
At a time when many organisations are focused on cost-cutting, efficiency and transformation, Yvonne believes internal communications has a unique role. “We’re the ones who balance reputational risk with the human experience of transformation and change,” she says. “We combine commercial understanding with human insight and that’s incredibly powerful.”
Not every communicator will want to study psychotherapy, she acknowledges. “It’s not for everyone. It’s intense, and part of the training involves undergoing therapy yourself. But anything that helps you better understand the human mind, whether it’s a book, a course, or just reflective practice, can elevate your impact as a communicator.”
Her advice to others in the profession? “Never underestimate the power of listening. Listening to understand, not just to respond, is one of the most important skills we have. And when we get it right, it changes everything.”
Jessica Green, Director, Taylor Birchwood in conversation with Yvonne O’Hara, Interim Director of Internal Communications at Natwest.
Some recommended reading: