Staff at the Irish Banking Culture Board’s (IBCB) member banks strive to continue to work in an industry in which they feel proud. Integral to this is delivering consistent positive colleague and customer experience. 

Creating a diverse environment where staff can be themselves and be proud to work in the sector is pivotal to the IBCB’s purpose, which is why inclusion is a key priority of the IBCB’s work programme. 

The IBCB Inclusive Communications initiative, in partnership with inclusio Learning Labs, is being launched to support a culture of inclusivity within IBCB member banks: AIB, Bank of Ireland and PTSB. Through this and other initiatives, IBCB’s member banks are committed to ensuring that inclusion for both staff and customers, across a range of diversity metrics, is prioritised. 

The initiative will support IBCB member banks to enhance inclusive communication skills and deliver better experiences for colleagues and customers. It includes co-created learning modules and practical toolkits for leaders and staff across the sector, which can be used in interactions with colleagues and customers. 

Speaking about the initiative Marion Kelly, CEO of the IBCB said: ‘The core objectives of the initiative are to create an inclusive environment through continued behaviour change by encouraging respectful and considerate curiosity around human differences and providing the tools to build confidence in communications both internally with colleagues and externally with customers.’ 

The IBCB partnered with inclusio, an Irish technology company in developing these tools. inclusio CEO, Sandra Healy, added: ‘inclusio’s mission is to help organisations measure, action and report on their people and culture, ensuring their initiatives are impactful, scalable and measurable. The inclusio Learning is peer reviewed, academically sourced, educational, quality learning with inspirational engaging stories, and is accessible from any device and location.’ 

There are 11 online learning modules. Each takes approximately 7 – 14 minutes to complete, with a playbook to summarise the key learnings from each module. This guide can be used as a reminder and a refresher of the key learning content following completion of the modules. 

The initiative will be launched in November 2024 and rolled out throughout 2025 across staff in leadership and customer facing roles. 

Learning modules: 

1. Introduction to Inclusive Communication
2. Introduction to Inclusive Language 
3. Introduction to Gender Inclusive language 
4. Racial and Ethnic Inclusivity
5. Neurodiversity Awareness 
6. Disability and Ableism Awareness
7. LGBTQIA+ Inclusive Communication
8. Generational Diversity 
9. Culturally Aware Communication
10. Inclusive Meetings and Presentations
11. Challenging Conversations