Customer Service, DEI and Leadership Topics Featured at WCUC Workshop Day

Credit union professionals learn about psychological impacts of work environment, motivation

July 16, 2021

MADISON, Wis.— To thrive in your work, job and career as a leader, manager or employee, you need to have a working environment that is going to support you, not hinder you.

That was the theme of the first of three workshops that attendees of the 2021 Virtual World Credit Union Conference participated in on Friday.

Claire Boscq-Scott, an authority on customer experience, showed how the transactions and interrelationships between people and their physical surroundings demonstrate how and why our environment impacts our thinking, feeling and behaviors. 

“Your environment, what’s happening outside, is going to affect how you feel inside,” said Boscq-Scott. “Start looking at your home, start looking at your workplaces and see how you can make changes. The difference can be powerful.”

Scott helped credit union professionals discover the principles of Feng Shui, a traditional Eastern philosophy which follows the same belief system as environmental psychology, in which there is a spiritual relationship between the physical elements of nature and human-made environments to create the right balance of energy for harmony in one’s space. 

Attendees learned:

  • To understand the basic principles of Feng Shui & environmental psychology.
  • To develop their employees 'work from home' touch point mapping.
  • Recommendations for implementing Smart Shui Moves.
  • How positive public environments can improve credit union member experience.

DEI as a health and safety issue

Attendees of the day’s second workshop learned why it is important to treat equity and inclusion in the workplace as a psychological health and safety issue.

Psychological safety refers to the efforts taken to reduce the risk of psychological injury, often in a workplace setting. Psychological health includes the prevention efforts and promotion of good mental health.

Professionals from First West Credit Union, located in British Columbia, Canada, showcased their operation’s journey towards greater diversity, equity and inclusion (DEI), and the necessity and opportunity of leveraging parallel efforts toward psychological safety in the workplace, as the means to achieving inclusion.  

“Like many credit unions, we are values based organization with ambitious, very clear business strategies and goals. We see our culture as the cornerstone that will drive our success as equity, inclusion, diversity and psychological safety,” said Brieann Spencer, Senior Leadership and Learning Advisor for First West Credit Union.

A final workshop, on how leadership can move a credit union from a fear-to-purpose-driven business, concluded Friday’s activities at WCUC 2021.

Still to come

The 2021 World Credit Union Conference continues Monday, July 19 with a day of events put on by the Global Women’s Leadership Network (GWLN).

Follow daily conference activities on FacebookTwitter and Instagram with #WCUC2021.

The 2021 World Credit Union Conference runs through Wednesday, July 21.

World Council of Credit Unions is the global trade association and development platform for credit unions. World Council promotes the sustainable development of credit unions and other financial cooperatives around the world to empower people through access to high quality and affordable financial services. World Council advocates on behalf of the global credit union system before international organizations and works with national governments to improve legislation and regulation. Its technical assistance programs introduce new tools and technologies to strengthen credit unions' financial performance and increase their outreach.

World Council has implemented 300+ technical assistance programs in 90 countries. Worldwide, 86,055 credit unions in 118 countries serve 291 million people. Learn more about World Council's impact around the world at

Author Photo
Contact: Greg Neumann
Organization: World Council of Credit Unions
Phone: +1 608-395-2048
Claire Boscq-Scott
Claire Boscq-Scott
Optimize Your Performances by Enhancing Your Environment
Optimize Your Performances by Enhancing Your Environment
Treating Workplace Equity and Inclusion as a Psychological Health and Safety Issue
Treating Workplace Equity and Inclusion as a Psychological Health and Safety Issue

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