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Think about the last time someone in your organisation hesitated to speak up. To question a decision, share an idea, admit a mistake.
Now consider what that silence cost.
That cost – including missed innovation, disengaged talent, and avoidable errors – is exactly what those at Santander have been collaborating to prevent.
In a recent episode of the Chief Psychology Officer podcast, Laura McLean, strategic people solutions manager at Santander, joined host Dr Amanda Potter, CEO of BeTalent by Zircon, to explore how to embed psychological safety not just as a value, but as a core capability that drives resilience, inclusion and performance.
At Santander, psychological safety is structural, not optional.
This isn’t a surface-level initiative. More than 3,000 people managers are engaged through an internal ambassador model, with regular diagnostics measuring real change. Leadership frameworks have been updated to reflect behaviours that support safe, high-performing teams.
And it’s working. Unlike many culture change efforts, there was no initial dip. As awareness rose, so did action.
Why it works? Micro-behaviours = macro impact
It’s not one grand gesture that’s shifting the dial; it’s hundreds of tiny ones. A manager who checks in before jumping into an agenda. A leader who admits uncertainty. A team that listens first. These habits compound.
The strategic case for a human-centred culture
The emotional case is obvious. But the business case is solid too. Psychologically safe teams are more innovative, adaptive and resilient. They retain talent and serve customers better.
At Santander, where leadership development is deeply embedded, psychological safety is unlocking the richness of human experience and turning it into customer value.
“Santander is the place to be yourself, there’s a richness to human experience that can shape amazing solutions for our customers, and by focusing on psychological safety we open the door to that,” said McLean
Tune into the Chief Psychology Officer podcast
Visit The Chief Psychology Officer website to listen to the conversation and discover more about how we can help you embed psychological safety within your organisation.