The lost art of conversation: why email isn’t enough

Welcome to The Happy Client! Written by our Director, Anna Lake, this monthly newsletter shares insights, ideas and inspiration to help you build stronger client relationships and create move value for your business. If you're not already subscribed, click here to never miss an issue! In today’s fast-paced professional world, communication has become more rapid but not necessarily more effective. The rise of email, instant messaging, and WhatsApp has streamlined how we exchange information, but it has also eroded one of the most powerful tools in business: the art of conversation.

For professional services firms, where relationships, trust, and nuanced understanding are crucial, the decline of meaningful dialogue poses a real risk. I’ve spoken to several partners recently who lament the lack of verbal communication skills among the younger members of their team, and who now look for a proven ability to have a conversation, borne through a public facing casual job, over lofty academic achievements.

Lost nuances

When we rely solely on email or text-based communication, we strip away the layers that give conversations their depth. Intonation, pauses, emphasis, and even body language (in face-to-face or video calls) all contribute to how a message is received. We find nuance important in our client listening interviews which is why we believe a conversation is much more powerful and elicits much deeper insight than a survey ever can.

In professional services, where client relationships are built on trust and understanding, these nuances matter. Misinterpretations can lead to confusion, tension, or missed opportunities. A quick chat over the phone or an in-person meeting can clarify intentions, build rapport, and foster collaboration in ways that emails can’t.

Context is crucial

Emails often lack the context that conversations provide. In a verbal exchange, participants can ask clarifying questions, adjust their tone, and respond to non-verbal cues. This real-time feedback loop is essential for navigating complex topics, resolving conflicts, or brainstorming creative ideas.

Without context, written communication can become transactional and rigid. Important details may be overlooked, and assumptions can go unchecked. For firms that pride themselves on delivering tailored, strategic advice, this can undermine the very value they offer.

Reclaiming the conversation

So how can professional services firms bring conversation back into the fold?

• Encourage verbal communication: Promote phone calls or video meetings for discussions that require nuance or emotional intelligence.
  

• Create space for informal dialogue: Breakout areas, team lunches, or virtual coffee breaks can foster connection and trust.
  

• Train conversational skills: Invest in communication training that emphasises listening, empathy, and clarity (we can help with this).
  

• Lead by example: Partners and senior leaders should model the value of conversation by choosing dialogue over email when appropriate.
  

In a world increasingly dominated by screens and schedules, the human touch of a real conversation is more valuable than ever. By reclaiming this lost art, professional services firms can deepen relationships, enhance collaboration, and deliver more meaningful results.