Tone of voice coaching made everyday communication easier

Public procurement involves a lot of communication before and during the contract period, and it can be quite complex. Long-term communications development work has been carried out at Hansel to improve the customer experience and the comprehensibility of messages. In 2025, the focus was on ensuring that the texts were of uniform quality and easy to read, regardless of who at Hansel had written them.

Before the start of the training effort, Hansel’s tone of voice was defined as helpful, expert and clear in cooperation with Ahjo Communications. Supervisors were the first to be trained in the use of tone of voice in February 2025. The main focus of this training was on internal communication. Six more trainings were organised during the spring and autumn, and all employees were welcome to participate in them. The total number of participants was approximately one hundred.

The tone of voice training focused on how to include the defined tone of voice to all messages in day-to-day life, whether they were sent to customers, contractual suppliers or colleagues. During the training, Hansel employees had the opportunity to discuss the importance of tone of voice and practise communicating accordingly through practical tasks.

The impact of the work to develop communications is reflected in customer and supplier satisfaction surveys. Satisfaction with our communications has been increasing for some time now, from 4.21 (2024) to 4.29 (2025) for customers and from 4.13 to 4.25 for suppliers.

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