Elevation Insights – May 2025

Communication is a core consulting skill — essential not only for delivering insight but also for building the trust that underpins strong client relationships. Consulting is, at its heart, a people business. And even in an era of accelerating AI development, people remain central to achieving meaningful, effective outcomes for our clients. Success in consulting depends on our ability to engage and influence stakeholders. This means mastering communication skills such as questioning, active listening, running purposeful meetings, and building authentic rapport.

In the rapidly evolving consulting business landscape, technological advancements have significantly reshaped how consultants communicate with clients, collaborate with colleagues, and manage projects. However, these advancements introduce new challenges. The fundamentals remain unchanged – communication is more than just the words we use. As the Mehrabian Model reminds us, effective communication integrates verbal, vocal, and non-verbal cues — elements that are now conveyed through increasingly digital channels.

At the same time, technology presents new opportunities. AI and data analytics are helping organisations personalise communications at scale. As highlighted by theEMPLOYEEapp many companies are moving away from generic messaging in favour of hyper-personalised content — tailored to an individual’s role, location, and work style.

Good communication is also a key factor in building ‘super-teams’. As reported by FT.com, clarity, accountability, and freedom from excessive managerial burden make a bigger difference to employee satisfaction than perks like free food or yoga. In organisations where managers receive effective training and are supported by employees focused on growth, 50% of team leaders report they are actively “thriving” at work.

We’re also seeing the emergence of AI-driven communication optimisation. Sydney-based startup Traffyk, for example, helped a global consulting firm save over $100 million annually by reducing messaging overload and improving internal communication flow, according to The Australian.

Meanwhile, the consulting industry is shifting toward more human-centric, tech-enabled communication strategies. Hospitality Insights identifies key trends such as AI-personalised content, the power of storytelling, and the demand for rapid, authentic communication — especially in times of crisis.

Finally, as AVNetwork reports, consulting firms are increasingly adopting advanced tools like interactive digital signage, AI-generated content, and data-driven insights to deliver more personalised, engaging, and impactful communication.

As the tools and expectations around communication evolve, one thing remains constant – the ability to connect meaningfully with others is what sets great consultants apart.

At Elevation Learning, we believe communication is the consultant’s most important skill. It underpins everything we do — from building trust and understanding client challenges, to designing and delivering effective solutions. That’s Why consulting is still a people business. Whether speaking with senior executives or engaging with front-line teams, consultants must communicate with clarity, credibility, and an appreciation of the client’s context.

In a recent Elevation Learning Spotlight, our consultant Heather Dallas shared her insights on a vital (and often overlooked) aspect of communication – managing conflict.

Heather outlines three common causes of conflict she frequently encounters in client environments:

1. Competing convictions – People often believe they are right, and most conflict stems from this clash of strongly held views.
2. Distortion – Miscommunication or assumptions that twist reality.
3. Ego and politics – “If you remove the game-playing, you remove a lot of the conflict.”

To help navigate conflict effectively, Heather shared a set of reflective questions to encourage thoughtful responses over reactive ones:

• Is this person difficult with everyone or just me?
• Is the conflict overt or bubbling beneath the surface?
• What’s their positive driver – control, status, power, or low self-esteem?
• Could it be a cultural difference?
• Am I overreacting?

Taking a step back to reflect on these questions can de-escalate tension and bring greater clarity to the situation.

This month, we also shared our broader perspective in the article, Why Communication is the Consultant’s Most Important Skill, exploring how consultants can adapt to a changing communication landscape while staying grounded in human connection.

To further develop your communication skills, we recommend two standout titles from our team’s “to be read” stack:

• The Trusted Advisor by David H. Maister, Charles H. Green, and Robert M. Galford, a timeless guide to building strong, trust-based relationships through empathy, listening, credibility, and reliability.
• Communicate to Inspire by Shola Kaye, a practical, empowering book on public speaking and leadership communication, offering tools to communicate with clarity, authenticity, and emotional intelligence.