Last month I had the privilege to talk with Bill Storm, on his podcast, Lessons in Leadership about the power of genuine conversation in strengthening business relationships.
We discussed a shared perspective that business is built on conversation. And discussed how authentic conversation transcends basic business communication and serves as a powerful tool for middle managers, CEO,s and teams.
As Bill aptly put it: "Conversations are where relationships are built, problems are solved, and opportunities emerge. Yet so many businesses underestimate their value."
Here are some key takeaways from the conversation. If you would prefer to listen and share the interview with others, here’s a link to the entire podcast (26:07):
Conversation vs. Communication
An important distinction is the difference between business communication and true conversation. Business communication is exchange of information that looks a bit like volleying the ball in a tennis match. Questions are asked, answers are given, and objectives are met.
However, these interactions rarely build a personal connection or inspire deeper understanding.
In contrast, a conversation is a more free-flowing exchange and allows for more discussion about the context, related issues, and critical details. The important distinction is that conversations build a connection.
Leaders who prioritize conversation over communication create a work environment where employees feel understood, valued, and motivated to engage fully.
Bill and I discussed several other practical steps leaders can take to empower their teams:
Equip Leaders with Conversational Skills: Offer targeted training that emphasizes listening and open-ended questioning. Ask follow-up questions that help uncover motivations, feelings, and concerns. This allows people to show their authentic selves, understand each other’s values, and build a relationship based on trust.
Asking the Right Questions to Expand Conversations: One of the key themes in our interview was the importance of asking questions that expand the conversation. Too often, leaders stick to a script, asking surface-level questions that yield only surface-level answers. Try approaching conversations with expansive questions like, “What’s working for you right now?” or “How can I support you better?” This shifts conversations from transactional to transformational.
Act as a Host: Just as a good host ensures their guests feel comfortable, leaders can make their team members feel welcome by focusing on the other person’s interests and well-being rather than on just your own agenda. This can help build rapport and strengthen professional relationships, encourage open dialogue, and allow people to feel genuinely valued. In your next conversation, create a welcoming environment by listening, validating some of the other person’s perspective, and show interest in their well-being.
Leaders Also Need to be Listened to: The higher a leader’s position in an organization, the lonelier it can feel. Leaders can face immense pressure, with little room to discuss their challenges openly. Just as they listen to others, they also need an outlet where they can think through challenges and receive feedback without feeling judged or pressured. Having a confidant—a trusted individual who can offer honest feedback and help process complex decisions—is invaluable for leaders. Consider finding a trusted confidant with whom you can have open conversations. This can be a mentor, executive coach, or trusted peer.
Final Thoughts
Effective communication in leadership goes beyond information exchange—it’s about building genuine connections. By prioritizing conversation over transactional communication, you can create a culture of trust that enables a more open exchange of information – which is critical to driving lasting success. For middle managers and executives alike, taking the time to ask expansive questions, acting as hosts in conversations, and understanding the unique needs of each team member can create a more unified and effective organization.
To quote Bill Storm once more: "The true measure of a business isn’t just in its results but in the relationships that drive those results."
Let’s build those relationships, one conversation at a time.
Happy Holidays!
If you’d like support for implementing any of these techniques, DM me at: sayre@sayre-darling.com.
For more information check out:
“Future-Ready Leadership, Strategies for the Fourth Industrial Revolution,” © by Chris R. Groscurth, Ph.D., 2018, AB-CLIO, LLC
“Crucial Conversations, Tools for Talking When Stakes Are High,” © by Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler, 2002, McGraw-Hill
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