Clear Communication Is the Key to Success

The Council Foundation is planning big changes in 2025.

We will embark on a new strategy designed to make The Foundation more relevant and impactful for our members.

With this daunting mission ahead, I am exploring all sorts of measures to guarantee our success. Not surprisingly, the No. 1 lesson in everything I read is the importance of clear communication.

How we communicate plays a critical role in how people perceive and engage with us and, therefore, how we succeed.

Knowing this, I went in search of tools for more effective communication. I found that the most powerful tool for this mission is positive language.

Contrary to how it sounds, using positive language doesn’t mean showering people with compliments. It refers to communication that emphasizes optimism, encouragement, and constructive feedback.

Positive language uses words that show empathy and kindness. It focuses on possibilities.

Positive language:

• Builds trust and rapport, which are the bedrocks of successful relationships. Positive language demonstrates transparency, reliability, and authenticity. For example, if you are going to miss a deadline, don’t just apologize, explain what you’re doing to address the issue. “We have reset priorities and are working diligently to get this to you as soon as possible.”
• Encourages problem-solving. It focuses on what can be done rather than dwelling on limitations or problems. “What steps can we take to meet the deadlines or adjust expectations effectively?”
• Reduces conflict and misunderstanding. Positive language helps to de-escalate tension, making it easier to navigate disagreements calmly. “I feel we communicate better when we take turns sharing our thoughts.”
• Boosts motivation and morale. Positive language uplifts, inspires, and reinforces confidence. “You’re on the right track, let’s refine this part to make it even better.”
• Creates a constructive mindset. Positive language can influence how individuals perceive challenges, which fosters optimism. “This task is challenging but let’s break it into manageable parts.”

Another highly effective communication tool is active listening. I know, I know, everyone is familiar with active listening. Heck, I used to teach it. But knowing what active listening is doesn’t mean you’re doing it right.

The key elements of active listening are:

• Focusing fully on the speaker without interrupting;
• Using non-verbal cues like nodding and maintaining eye contact to encourage the speaker to continue; and
• Reflecting back what you heard to confirm understanding.

Active listening shows respect for the other person’s perspective. It ensures understanding. By paraphrasing what you think you heard the other person say, you ensure that the message has been accurately received. One of my favorite quotes, which has been attributed to George Bernard Shaw, among others, cautions us about communication: “The problem with communication is the illusion that it has occurred.” Active listening increases the chances that communication has indeed occurred.

Of the communication tools I found, my favorite came from an unlikely source—improvisational theater. There is a principle in improv known as “Yes, and.” I love this one because I find it the most difficult to incorporate into my natural communication style, requiring conscious practice on my part.

Within the improvisational structure, when Person A makes a statement, Person B responds by accepting Person A’s statement, (the Yes part) and then builds on it (the and part) to keep the scene going. Person B’s response helps to maintain the energy and encourages additional creative interaction.

However, in real life, most people tend to respond to a statement with “Yes, but,” a huge conversation block that completely undermines the affirmation. When we hear “but” we think the conversation is over, that the other person has made up their mind. In contrast, responding with “Yes, and” opens the conversation. Using this phrasing may completely change your interactions with others.

“‘Yes, and’ is a powerful leadership tool because it allows for affirmation and collaboration: two major traits in today’s leaders,” Jennifer Oleniczak Brown, a communications coach who focuses on improv, wrote in Forbes. Saying yes doesn’t always mean you agree with someone. It simply means that you heard what the other person said. Adding “and” leads to collaboration. “Yes, and” can then lead to ideation and help avoid conflict.

Brown provides an example of how this might work. An employee comes to you and says, “I need to make more money.” Unfortunately, your firm cannot offer this employee a raise at that time. If you say “Yes, I hear that you need more money, but that’s not possible,” you have affirmed that you heard them but then undermined your affirmation and terminated the conversation. Your employee will feel shut down and angry. Instead, respond more affirmatively: “Yes, I hear you need to make more money, and that’s not possible right now,” and adding, “Let’s talk about it.” Now you have opened communication on why the raise is not yet possible.

This approach builds strong teams by encouraging engagement and developing trust. It enables you to acknowledge what others are saying while voicing your own perspective—managing conflict and opening the door for creative brainstorming.

It is important to note that sometimes “no” is the right answer. Frequently, time constraints, multiple projects, and external pressure make “no” the only response to a request. But be careful, because “no” can often be a knee-jerk response that becomes a habit.

By combining positive language with active listening and a “Yes, and” mentality, you can create a supportive, solution-focused environment, where ideas flourish, relationships strengthen, and challenges are addressed constructively. This will empower your team, inspire collaboration, and drive meaningful progress. That sounds like a perfect way to start 2025 for The Council Foundation. I’m excited for what the future will bring, and I look forward to working with all of you to make it happen.