Transforming everyday interactions into something meaningful can revolutionize living environments for older adults. Riaz Meghji, who wrote "Every Conversation Counts: The Five Habits of Human Connection that Build Extraordinary Relationships," shared how these habits apply to senior living at By Design: Past. Present. Future. In an industry where authentic human interaction is both beneficial and essential, his message offered valuable strategies for enhancing resident experiences and team dynamics.
"Meaningful connection isn't about perfection. Meaningful connection is our ability to open up and admit imperfection," said Meghji.
Staff retention difficulties, engagement issues, and fostering connected cultures in our increasingly hybrid work environment are only a few of the challenges facing the senior living industry. Beneath these visible symptoms lies a fundamental challenge affecting both staff and residents: profound loneliness.
To set the stage, Meghji shared compelling research highlighting the scope of this issue. According to Gallup's State of the Global Workplace Report, which surveyed over 128,000 employees across 160 countries, one in five workers report experiencing isolation at work. These disconnected team members demonstrate twice the likelihood of taking sick days compared to their connected counterparts. They are five times more likely to miss work due to stress. Within healthcare environments, research suggests that chronic loneliness can impact physical health as severely as smoking 15 cigarettes daily.
The most striking was the data from UKG's Workforce Institute study, which surveyed 3,400 employees in ten countries. Nearly 70% of respondents indicated that their manager or leader exerted a more significant influence on their mental well-being than their doctor or therapist, equivalent to the impact of their romantic partner. This means that beyond managing operational responsibilities, today's leadership role needs to encompass guiding emotional experiences and cultivating supportive environments for everyone.
How can senior living organizations foster a culture of rapport? According to Meghji, meaningful engagement begins by understanding that everyone subconsciously evaluates three questions during initial interactions:
How effectively someone addresses these unspoken questions determines whether authentic bonds flourish or wither, which carries significant implications for engaging with others.
How do you disrupt autopilot mode during typical exchanges? Rather than falling into the reflexive "How are you?" → "Good" pattern, Meghji suggests that a person can encourage authentic dialogue by responding with a single descriptive word. Replying with "Today I'm intrigued," "I'm feeling challenged," or "I'm particularly optimistic" transforms perfunctory exchanges into pathways for meaningful dialogue.
For professionals engaging with residents and team members, Meghji recommended questions that prompt positive emotional responses:
These questions align with psychiatrist Gordon Livingston's research on happiness, which found that the most content individuals share three common elements: they have purposeful activities, meaningful relationships, and things to anticipate with pleasure.
One of the most impactful connection strategies Meghji shared was the practice of "going first," where leaders are the first to show vulnerability with an appropriate level of openness. This approach doesn't advocate inappropriate disclosure but demonstrates that the organization welcomes and values authentic communication.
During this segment, Meghji referred to the psychological principle known as the Pratfall Effect: establish credibility before revealing vulnerability. For executives in residential care settings, this means first demonstrating competence in decision-making, consistency in care approaches, and accessibility when residents or staff need support, then creating opportunities for honest exchange about challenges and growth areas.
This methodology proves particularly valuable in communities where older adults may struggle with transitions, loss of independence, or health concerns. When executives model appropriate authenticity, it creates psychological safety for other individuals to express their own challenges.
Within elder care environments, challenging discussions inevitably arise. Whether addressing family concerns about wellness management, responding to resident feedback about amenities, or tackling staff performance issues, Meghji advocated leading with empathetic curiosity.
Instead of rushing to solutions or becoming defensive, transform difficult exchanges by asking thoughtful questions:
When supporting community members experiencing grief or loss—something staff encounter regularly—rather than defaulting to "I'm sorry for your loss," try asking: "What would you like me to know about them?" This simple question invites storytelling and remembrance rather than closing the emotional door, allowing for deeper understanding during vulnerable moments.
Meghji also emphasized the importance of making people "feel famous" through specific, timely recognition. He shared a powerful story about Rick Hansen, a Canadian Paralympic athlete who wheeled around the world to raise awareness for spinal cord research. During a 25th anniversary celebration of Hansen's journey, Hansen took time to acknowledge every team member who had supported his original mission, including Meghji's mother, who had worked on the accounting team decades earlier.
When asked how he remembered everyone's contributions after so many years, Hansen replied: "Always find a way to celebrate your champions." This is a powerful philosophy because recognizing the contributions of staff, volunteers, and residents builds a culture of appreciation and belonging.
Meghji reminded the conference audience, "We are always one conversation away from a completely different life." In senior living communities, where relationships form the foundation of exceptional care and service, mastering the art of meaningful dialogue isn't simply good leadership practice—it's how organizations differentiate themselves through genuine human connection and create truly transformational experiences for everyone they serve.
This article is a summary of the content presented during the session “Reclaiming Human Connection: Making Your Future Conversations Count in a Digital World” from By Design: Past. Present. Future. If you are interested in attending the next annual By Design on February 3 – 5, 2026 at Hotel Roanoke in Roanoke, VA, click here to let us know.
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