Improving Workplace Communication

𝗛𝗼𝘄 𝗱𝗼 𝘄𝗲 𝗺𝗮𝗸𝗲 𝘀𝘂𝗿𝗲 𝘁𝗵𝗮𝘁 𝗺𝗶𝗹𝗹𝗶𝗼𝗻𝘀 𝗼𝗳 𝗔𝗜 𝗮𝗴𝗲𝗻𝘁𝘀 𝗰𝗮𝗻 𝘁𝗮𝗹𝗸 𝘁𝗼 𝗲𝗮𝗰𝗵 𝗼𝘁𝗵𝗲𝗿 — 𝘀𝗲𝗰𝘂𝗿𝗲𝗹𝘆, 𝘀𝗰𝗮𝗹𝗮𝗯𝗹𝘆 𝗮𝗻𝗱 𝘃𝗲𝗻𝗱𝗼𝗿-𝗻𝗲𝘂𝘁𝗿𝗮𝗹? Multi-agent networks and agent-to-agent communication are set to become some of the most important topics in AI over the next few years. A2A - the Agent-to-Agent Protocol from Google, launched yesterday, could be an important building block for the future. It could be the missing layer that finally makes multi-agent AI work at scale. It’s open-source by default and already backed by 50+ players — including Salesforce, LangChain, and SAP. 𝗪𝗵𝗮𝘁 𝗶𝘀 𝗔2𝗔? A2A is an open standard that lets AI agents: - communicate   - coordinate   - and complete tasks together — across orgs, tech stacks and frameworks. So it works basically like: → One agent sends a task   → Another agent completes it   → No brittle integrations. No vendor lock-in. No proprietary walls. 𝗛𝗼𝘄𝗲𝘃𝗲𝗿, 𝘁𝗵𝗲𝗿𝗲’𝘀 𝗮𝗹𝗿𝗲𝗮𝗱𝘆 𝗮 𝗺𝗮𝗷𝗼𝗿 𝗺𝗶𝘀𝘂𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴 — 𝗔2𝗔 ≠ 𝗠𝗖𝗣. A2A is not a replacement for MCP. It complements it. MCP (Model Context Protocol) connects agents to tools, APIs and enterprise systems. A2A connects agents to each other across organizational and technical boundaries Think of it like this: → A2A = agents talking to agents → MCP = agents accessing tools and resources Both are designed to work together as part of a broader, interoperable agent architecture. (see diagram below.) --- Multi-agent networks and agent-to-agent communication will become increasingly important topics in AI over the next few years. And the Google release is a strong signal that we now have an open standard designed specifically for this. Most agent-based systems today are constrained by brittle integrations and closed ecosystems. A2A introduces a shared language for agents to collaborate — in a way that can actually scale. But for couse, it’s early and only time will tell if it becomes the standard. But for now, this is a meaningful step forward. Here’s the full announcement and more info: https://lnkd.in/dkCxu-kb

Over the last year, I’ve seen many people fall into the same trap: They launch an AI-powered agent (chatbot, assistant, support tool, etc.)… But only track surface-level KPIs — like response time or number of users. That’s not enough. To create AI systems that actually deliver value, we need 𝗵𝗼𝗹𝗶𝘀𝘁𝗶𝗰, 𝗵𝘂𝗺𝗮𝗻-𝗰𝗲𝗻𝘁𝗿𝗶𝗰 𝗺𝗲𝘁𝗿𝗶𝗰𝘀 that reflect: • User trust • Task success • Business impact • Experience quality    This infographic highlights 15 𝘦𝘴𝘴𝘦𝘯𝘵𝘪𝘢𝘭 dimensions to consider: ↳ 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗲 𝗔𝗰𝗰𝘂𝗿𝗮𝗰𝘆 — Are your AI answers actually useful and correct? ↳ 𝗧𝗮𝘀𝗸 𝗖𝗼𝗺𝗽𝗹𝗲𝘁𝗶𝗼𝗻 𝗥𝗮𝘁𝗲 — Can the agent complete full workflows, not just answer trivia? ↳ 𝗟𝗮𝘁𝗲𝗻𝗰𝘆 — Response speed still matters, especially in production. ↳ 𝗨𝘀𝗲𝗿 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 — How often are users returning or interacting meaningfully? ↳ 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗥𝗮𝘁𝗲 — Did the user achieve their goal? This is your north star. ↳ 𝗘𝗿𝗿𝗼𝗿 𝗥𝗮𝘁𝗲 — Irrelevant or wrong responses? That’s friction. ↳ 𝗦𝗲𝘀𝘀𝗶𝗼𝗻 𝗗𝘂𝗿𝗮𝘁𝗶𝗼𝗻 — Longer isn’t always better — it depends on the goal. ↳ 𝗨𝘀𝗲𝗿 𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 — Are users coming back 𝘢𝘧𝘵𝘦𝘳 the first experience? ↳ 𝗖𝗼𝘀𝘁 𝗽𝗲𝗿 𝗜𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 — Especially critical at scale. Budget-wise agents win. ↳ 𝗖𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻 𝗗𝗲𝗽𝘁𝗵 — Can the agent handle follow-ups and multi-turn dialogue? ↳ 𝗨𝘀𝗲𝗿 𝗦𝗮𝘁𝗶𝘀𝗳𝗮𝗰𝘁𝗶𝗼𝗻 𝗦𝗰𝗼𝗿𝗲 — Feedback from actual users is gold. ↳ 𝗖𝗼𝗻𝘁𝗲𝘅𝘁𝘂𝗮𝗹 𝗨𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴 — Can your AI 𝘳𝘦𝘮𝘦𝘮𝘣𝘦𝘳 𝘢𝘯𝘥 𝘳𝘦𝘧𝘦𝘳 to earlier inputs? ↳ 𝗦𝗰𝗮𝗹𝗮𝗯𝗶𝗹𝗶𝘁𝘆 — Can it handle volume 𝘸𝘪𝘵𝘩𝘰𝘶𝘵 degrading performance? ↳ 𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗥𝗲𝘁𝗿𝗶𝗲𝘃𝗮𝗹 𝗘𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆 — This is key for RAG-based agents. ↳ 𝗔𝗱𝗮𝗽𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝗦𝗰𝗼𝗿𝗲 — Is your AI learning and improving over time? If you're building or managing AI agents — bookmark this. Whether it's a support bot, GenAI assistant, or a multi-agent system — these are the metrics that will shape real-world success. 𝗗𝗶𝗱 𝗜 𝗺𝗶𝘀𝘀 𝗮𝗻𝘆 𝗰𝗿𝗶𝘁𝗶𝗰𝗮𝗹 𝗼𝗻𝗲𝘀 𝘆𝗼𝘂 𝘂𝘀𝗲 𝗶𝗻 𝘆𝗼𝘂𝗿 𝗽𝗿𝗼𝗷𝗲𝗰𝘁𝘀? Let’s make this list even stronger — drop your thoughts 👇

Facilitate with finesse! Facilitating interactions, such as meetings, panels, and important conversations, is critical to success both in business and in life. Facilitation, when done well, can catalyze collaboration, increase learning, and bring people closer together. In my latest Stanford University Graduate School of Business video, you will learn the "5 P's of Effective Facilitation" that I teach my Essentials of Strategic Communication students. You can access the video via the link in the comments. Plan for Patterns: Facilitators need to rely on pattern recognition – the ability to notice the interconnected ways participants communicate. We can hone our pattern recognition by doing recon, reflection, and research in advance. We can ask ourselves: What topics are likely to come up? Is there a history to be aware of? Who likes to share and who is shy? Provide a clear Purpose: Defining and communicating our purpose -- what do we want our participants to know, keel, and do-- at the beginning of our communication helps align participants, prioritize what is said, and allows us to assess success at the end. Promise Psychological safety: Establishing and enforcing ground rules helps with this psychological safety. Setting these expectations early in the interaction or through a calendar invite in advance can help jump start interactions. Being sensitive to equity of involvement is also critical, especially when some participants may be in person and others are remote. To highlight participation equity, start conversations by referring to those who are not in the same location as you. Establish a positive Presence. By using inclusive language, we can invite participants and audience members into the conversation. Examples of inclusive phrases might be: When posing a topic: “As many of you know…” or when asking a question: “Many of us are wondering…”. You can also take a poll or invoke a shared experience everyone has previously had. Physical presence is also important for facilitation. Positioning yourself so everyone can see you and remaining open to the majority of people helps people feel involved. When gesturing, do so broadly and gesture toward the audience when you use inclusive phrases. Paraphrase ideas: Like a Swiss Army knife, paraphrasing can help you with many challenging tasks. Paraphrasing refers to taking a key concept or idea someone has said and highlighting it. Unlike a 5-year old who parrots back everything that is said, paraphrasing extracts the key essence of what is said and leverages it to solve communication conundrums. By utilizing these tools, you will be able to run better meetings, have more engaging panels, and connect better in your conversations. To learn more about honing and developing communication skills, please listen to Think Fast, Talk Smart the podcast wherever you get podcasts including YouTube. A big thank you to Kelsey Doyle and Marc Strong for producing this video.

Land the plane. If you’re in it right now, dealing with a missed goal, a major bug, a failed launch, or an angry keystone customer, this is for you. In a crisis, panic and confusion spread fast. Everyone wants answers. The team needs clarity and direction. Without it, morale drops and execution stalls. This is when great operators step up. They cut through noise, anchor to facts, find leverage, and get to work. Your job is to reduce ambiguity, direct energy, and focus the team. Create tangible progress while others spin. Goal #1: Bring the plane down safely. Here’s how to lead through it. Right now: 1. Identify the root cause. Fast. Don’t start without knowing what broke. Fixing symptoms won’t fix the problem. You don’t have time to be wrong twice. 2. Define success. Then get clear on what’s sufficient. What gets us out of the crisis? What’s the minimum viable outcome that counts as a win? This isn’t the time for nice-to-haves. Don’t confuse triage with polish. 3. Align the team. Confusion kills speed. Be explicit about how we’ll operate: Who decides what. What pace we’ll move at. How we’ll know when we’re done Set the system to direct energy. 4. Get moving. Pull the people closest to the problem. Clarify the root cause. Identify priority one. Then go. Get a quick win on the board. Build momentum. Goal one is to complete priority one. That’s it. 5. Communicate like a quarterback Lead the offense. Make the calls. Own the outcome. Give the team confidence to execute without hesitation. Reduce latency. Get everyone in one thread or room. Set fast check-ins. Cover off-hours. Keep signal ahead of chaos. 6. Shrink the loop. Move to 1-day execution cycles. What did we try? What happened? What’s next? Short loops create momentum. Fast learning is fast winning. 7. Unblock the team (and prep the company to help). You are not a status collector. You are a momentum engine. Clear paths. Push decisions. Put partner teams on alert for support. Crises expose systems. And leaders. Your job is to land the plane. Once it’s down, figure out what failed, what needs to change, and how we move forward. Land the plane. Learn fast. Move forward. That’s how successful operators lead through it.

As I take stock of the first half of the year, getting into mid-year check-ins with my team, I am reminded of the massive power of two-way constructive feedback conversations. When we took the decision to get rid of alpha numeric ratings in 2022, it was because data indicated that a traditional performance management process was actually coming in the way of building a feedback culture - something that we strongly believe is a non-negotiable for high performance and growth.   I have been encouraged to see the early green shoots from our move away from an annual ratings-led approach to one of continuous performance management. Across last year, c60% of our people received feedback from their peers/ stakeholders via the system (a 20 ppt jump year-on-year) and c60% of our People Leaders received upward feedback from their team members. Colleagues are telling us that they are having more regular performance check-ins with their leaders – with almost two third doing so every quarter, and almost half having these conversations every month. And in our year-end reward process, we found a strong correlation between individual performance and the amount of feedback exchanged.   While we’ve built a strong foundation, we’re still very much at the start of the journey. To truly embed the behaviors and amplify the shift, we continue to invest in upskilling our leaders and our people, and placing even greater emphasis on ambition and alignment of goals, robust quality of feedback and the value of in-the-moment recognition.   I’m keen to hear from my network about the capabilities you are building in your organisations to drive greater exchange of quality, constructive (and even at times, challenging) feedback? #highperformance #feedback #skills

Bonuses only matter, right? Think again. When it comes to project success, teams crave: 🌟 Clear Communication 🌟 Trust 🌟 Feedback Groundbreaking insights reveal: 70% of projects fail due to lack of clarity, regardless of the tools in place. Here's the real shocker: 33% of team members feel their expertise isn't utilized. That's a third of your squad feeling underutilized. Ponder on that. Why This Matters ➨ Faster Deliverables Effective feedback speeds up project timelines by 27%. ➨ Elevated Quality Clear objectives can spike the project's quality by 19%. ➨ Team Cohesiveness Teams with trust are 3.5X more likely to meet deadlines. ➨ Resource Optimization Informed teams utilize resources 42% more efficiently. Now, no doubt, tools are pivotal. Everyone needs the right resources. But they aren't the be-all, end-all. Here's the revelation: Clear communication bridges the gaps tools can't. It's the linchpin of a successful project. Your Action Plan 1. Transparent Objectives: Clarify the 'why' behind tasks. Purpose drives passion. 2. Feedback Loops: Encourage open dialogue. Mistakes are growth opportunities. 3. Trust Sessions: Team-building exercises to foster mutual respect and understanding. 4. Skill Spotlights: Hold sessions where team members showcase their expertise. 5. Delegation With Clarity: Ensure tasks align with strengths. No round pegs in square holes. Bringing It Home Don't just assign, engage. A simple "How can I support you?" changes the game. Success isn't about just meeting deadlines. It's about nurturing growth, trust, and collaboration. Kickstart the change. Witness project efficiency, team satisfaction, and quality escalate. Let's transform our project landscapes, one clear communication at a time. P.S. If this struck a chord, share to enlighten others ♻️

I recently posted about a "How to Work Best With Me" document. Since then I've received questions about it. So I thought I'd share one that I use. Whether you’re joining a new team or welcoming someone new, setting clear expectations and understanding each other's working styles can make a big difference. That’s where this document really helps. It’s exactly what it sounds like: a guide to help your colleagues and managers know your preferences, working style, communication habits, and how you handle things like feedback or collaboration. And here’s the thing—it doesn’t have to be complicated! It can be as detailed or brief as you like. Whether you just share a few key points or dive deep into your personality and stress management style, it’s up to you. The goal is to make working together smoother and more efficient. Why Create One? 🌟When you join a new team, or a new team member joins, it’s easy for misunderstandings to happen. Sharing your working preferences right away helps everyone avoid unnecessary friction. It also makes onboarding easier because people aren’t left guessing how you work best. 🌟Being upfront about how you like to communicate sets the tone for how people should approach you. It also encourages others to share their communication preferences, making sure no one feels out of the loop or unsure of how to reach you. 🌟We all have different working styles—some people thrive on collaboration, while others prefer autonomy. By letting your team know how you work best, you reduce the chances of misunderstandings and help foster better collaboration. It’s also a great way to clarify how you prefer feedback and how to address potential conflicts early on. 🌟Sharing insights about your personality, like how you handle stress or what motivates you, gives your colleagues a chance to connect with you on a deeper level. It also opens the door for them to share more about themselves, which can lead to stronger, more empathetic working relationships. 🌟When everyone takes the time to share how they work best, it encourages mutual respect. It sends the message that we’re all different and that’s something to be celebrated. We each have our own approach to work, and by sharing that, we foster a culture of understanding and inclusivity. 🌟When people know how to work with you efficiently—how you like to structure your day, how you handle deadlines, or what support you need—they can better align their efforts with yours. This saves time, avoids confusion, and boosts overall team productivity. This document can be as short or detailed as you like. So next time you join a new team—or if you’ve been on the same team for a while—consider creating one. You might be surprised at the difference it makes! #Teamwork #EffectiveCollaboration #TeamDynamics #InclusiveWorkplace #WorkplaceCulture #TeamOnboarding #EffectiveLeadership

Email still delivers strong ROI. What’s changed is how leading teams are using it. Here are 7 modern and practical email strategies you can use now and into 2026. 📩 1. AI-Driven Decisioning An example is “next best offer.” Use real-time, historical, and behavioral data to determine the most relevant content, offer, or CTA. Instead of sending the same message to everyone, tools like Movable Ink personalize content based on what users have or haven’t done. 📈 2. Product-Led Lifecycle Messaging Trigger emails based on what users do inside your product. If someone signs up but doesn’t activate, send a reminder. If they complete onboarding but skip a key feature, follow up. Email becomes part of the product experience. 🧱 3. Modular Templates + Guard Rails Stop building emails from scratch. Modular templates let teams assemble emails using approved, no-code blocks. Platforms like Knak help you move faster while staying on brand and rendering correctly across devices. 👁️🗨️ 4. Inbox Retargeting & Re-engagement If someone opens and scrolls but doesn’t click, you can adjust the next email. These behavioral signals help guide follow-ups. A scrolled-but-no-click email may call for a stronger CTA or tighter copy. 🧪 5. Automated Experimentation Go beyond A/B tests. Today’s tools can test dozens or even hundreds of variations at once, subject lines, images, layouts, and more. Platforms like OfferFit by Braze optimize automatically to drive better performance. ⏱ 6. Real-Time Triggers Send the right message the moment someone takes action, like signing up or abandoning a cart. It only works if your data flows smoothly and your systems are well-integrated, but the results are worth the effort. 💰 7. Revenue-Based Measurement Connect email to pipeline and revenue. If your data and attribution are in place, you can measure how nurture programs or product launches actually impact the business. Which do you think is most effective? What would you add? PS: Be sure to check out Knak to scale your email efforts, link in the comments. via Nick Donaldson #marketing #martech #marketingoperations #email

How do you prevent mayhem when crises occur that affect you and your team? Bridges collapse. Criminals mow down innocent victims. CEOs have heart attacks. Contagious diseases spread. Layoffs happen. Such crises create havoc as misinformation and fear run rampant through an organization or team. So what’s your part in calming the hysteria among your team? Communication. Communication that’s current, consistent, and complete. When I’ve consulted on handling crisis communication previously, I often get this question from bosses: “But how can I tell people what’s going on when we haven’t yet investigated and don’t have the facts?” That’s never an excuse for delayed communication. Be mindful that when people don’t have the facts, they tend to make them up. In a communication void, people pass on what they think, fear, or imagine. Noise. Keep these communication tips in mind to be part of the solution, not the noise: ▶ Tell what you know as soon as you know it. ▶ State what information you don’t have and tell people what you’re investigating. ▶ Stifle the urge to comment on/add to rumors, fears, guesses. ▶ Communicate concern specifically to those directly affected. ▶ Offer tangible support when you can (time, money, acts of kindness). ▶ Communicate kudos to those working behind the scenes. Accurate, speedy communication creates relationships and cultures that build trust and encourage loyalty. Have you been affected by a crisis? Was it handled well or poorly? Outlandish rumors that circulated? #CrisisCommunication #LeadershipCommunication #BusinessCommunication #ProfessionalCommunication #DiannaBooher #BooherResearch

BEYOND MODERATION - THE HIDDEN POWER OF FACILITATION Facilitators matter more than most people realize. In every workshop, sprint, and strategic conversation, they quietly turn talk into traction—designing flow, building psychological safety, and steering diverse voices toward a shared outcome. Because great facilitation feels effortless, its impact is often underrated. Yet when stakes are high and complexity rises, a skilled facilitator is the multiplier that transforms ideas into decisions and momentum into results. 🎯 DESIGNER - Great facilitation starts with intentional design. Map the flow of the workshop or discussion with crystal-clear outcomes. When you know where you’re headed, you can confidently animate the session, guide transitions, and keep everyone aligned. ⚡ ENERGIZER - Read the room and manage energy in real time. Build trust and comfort with timely breaks, quick icebreakers, and inclusive prompts. When energy dips, reset; when momentum rises, harness it. Your presence sets the tone for participation. 🎻 CONDUCTOR - Facilitation is orchestration. Ensure everyone knows what to do, how to contribute, and where to focus. Guard against tangents, surface the core questions, and gently steer the group back to the intended outcome. ⏱️ TIMEKEEPER - Time is the constraint that sharpens thinking. Listen actively, paraphrase to clarify, and interrupt with care. Adapt on the fly in agile environments so discussions stay effective, efficient, and outcome-driven. ✨ CATALYST - Your energy is contagious . Show up positive, grounded, and healthy. If you bring light, the room brightens; if you bring clouds, the mood follows. Protect your mindset—it’s a strategic asset. 💡TIPS to be a great facilitator: Be positive and confident; Prepare deeply, then stay flexible; Design clear outcomes and guardrails; Listen actively and paraphrase often; Invite quieter voices and balance dominant ones; Use pauses, breaks, and icebreakers wisely; Keep discussions outcome-focused; Manage time with compassion and firmness; Read the room and adapt; Practice, practice, then practice again. 💪 #Facilitation #HR #Leadership #Workshops #EmployeeEngagement #Agile #Communication #SoftSkills #MeetingDesign #PeopleOps #Moderator #TeamDynamics #PsychologicalSafety #DecisionMaking