Why communication skills matter more than you think

Many people believe that their success at work depends on having the best ideas or the perfect solution. While these certainly play a role, the truth is that your ability to communicate effectively often makes the difference between being overlooked and becoming a trusted team member.

Mehrabian's Communication Model tells us that only 7% of your attitude and intentions are communicated through the words you use. This means that effective communicators aren’t just talkers — they’re skilled at actively listening, reading body language, overcoming communication barriers, and adjusting their tone, pitch, and pace throughout the conversation.

The power of active listening

It’s easy to fall into the habit of hearing just enough information to prepare a response instead of truly understanding what someone is saying. Active listening means fully concentrating on the speaker rather than passively hearing their words or planning your reply.

High performers in many fields consistently demonstrate that listening more than talking helps them pick up on subtle cues, understand needs more clearly, and contribute more meaningfully. For example, research from Gong Labs found that a key trait of top sales performers is that they spend more time listening to their customers than talking.

The good news is: active listening doesn't need to be complicated. In fact, it's most effective when you keep it simple. Here are three simple  strategies you can start using right away:

• Give the speaker your full attention. Try not to look at your notes or your screen, and don't think about potential solutions yet. Just listen.
• Ask open-ended questions to encourage them to share more — what else can you learn from them? Don’t assume you already know the full picture.
• Paraphrase and summarize what’s been said to check your understanding. This also proves that you were listening.

Body language: Your silent communication tool

In face-to-face sales, your body language can either reinforce your message or completely undermine it. Mehrabian’s Communication Model suggests that 55% of communication is non-verbal, meaning how you present yourself can matter just as much as what you say.

Here are some body language tips that can boost your impact at work:

• Maintain an open posture — crossed arms or fidgeting can signal discomfort or disinterest.
• Use eye contact to build trust and show confidence, but avoid staring, which can feel aggressive.
• Mirror the customer’s body language subtly to build rapport and connection.
• Nod occasionally to show engagement, but avoid overdoing it to the point of distraction.

Even in virtual meetings, body language plays a role. Sit up straight, maintain eye contact with the camera, and use hand gestures to emphasize key points — it helps you come across as more engaged and credible.

Barriers to communication: What’s getting in the way?

Sometimes, unseen barriers can get in the way of your message being received clearly. You might be saying all the right things, but something still doesn’t click. In these situations, it’s essential to identify what's blocking the message and adjust accordingly. For example:

• Jargon overload: Using too much technical or industry-specific language can confuse people rather than impress them. Always simplify your language, and use visual aids to support your message if possible.
• Different communication styles: People process and respond to information in different ways. Pay attention to how others ask questions or express themselves — it can help you tailor your approach.
• Emotional filters: Stress, overwhelm, or skepticism can all make someone less receptive. In these cases, empathy, patience, and building trust can go a long way.

The key is to avoid assumptions. Go into every interaction ready to ask questions, observe behavior, and adapt. If in doubt, ask regular questions to ensure the other person understands you and has a chance to raise concerns.

The role of tone, pitch, and pace in persuasion

Have you ever spoken to someone who sounded robotic, monotone, or rushed? It’s difficult to stay engaged, right? The way you use your voice influences how your message is received — especially in high-stakes or sensitive conversations.

• Tone conveys emotion. A warm, friendly tone builds rapport, while a flat tone can make you sound disinterested.
• Pitch affects credibility. A steady, lower pitch shows your confidence and builds trust, while a higher pitch can come across as nervous or uncertain.
• Pace impacts engagement. Speaking too fast can overwhelm listeners, while speaking too slowly may lose their attention or seem condescending.

There is no single tone, pitch, or pace that is 'correct' — each has its moment and purpose. Mastering when and how to adjust these to suit your audience, context, and message is essential for more persuasive and impactful conversations.

The bottom line: Communication skills build success

At the end of the day, success in the workplace isn't just about what you know — it’s also about how you make others feel. People collaborate with those they trust, respect, and feel heard by. Developing your communication skills can lead to stronger professional relationships, more productive conversations, and greater influence.

If you're looking to grow in your career, start by sharpening your communication toolkit. RedSeed’s courses on communication skills are a great place to begin.