How to communicate to build credibility

Back in Nat’s contracting days, the worst email she could receive was of the “just checking in” variety. It meant she’d left a client in the dark and forced them to waste precious time on a follow-up – a terrible customer experience.

When every interaction is effectively a job interview, the stakes of dropping the ball are high. But are those stakes any lower for permanent employees? No. Your work will never be good enough to speak for itself, so you need to speak for it.

Small updates, big impact

Every leadership expert emphasises the importance of good communication, but most of us have never been taught what ‘good’ means. So this week, we’re breaking down one (often overlooked) element: different ways we should keep stakeholders informed… Before they even ask.

Proactive updates are a powerful (and underrated) career skill. They don’t just keep people in the loop; they build trust and convey executive presence, making you look like the calm, capable professional you are. 

1. Non-update updates

At our last startup, one of the first things we taught our customer success team was the power of a non-update update. Why? Often, we delay responding to an email or message until we have an answer. That can take weeks. While you’re figuring out what to say, there’s a person on the other side wondering if their message got lost in the void, is being ignored or was considered not important enough to bother with. That delay wastes their mental energy and any social capital you’ve built.

The solution is simple: If it’s going to take more than 1-2 working days to reply, then send an interim response. Keep it simple; confirm receipt and convey a response timeline – “I’ve received your note, will look into it and get back to you early next week.” 

2. Roadblocks and resolutions

Oversharing at work is usually a bad idea (bring your best self, not your whole self). However, when it comes to hiccups at work, don’t wait until things go completely off the rails to raise problems. Flag issues early and (this is important!) share how you’re tackling them. 

Not only will this lower your stress levels, but it’ll boost trust with key stakeholders. We expect things to go wrong from time to time, so these updates aren’t a sign of weakness; they’re a display of ownership.

When you reach a roadblock, send a quick message like: “We’ve hit a delay with X, but I’ve spoken to Y and we’ll adjust Z to stay on track.”

3. Micro status updates

During a recent member mini-masterclass, resident Powrsuit People & Culture guru Rachael Fitzjohn walked step-by-step through how to run effective one-on-ones (have you ever been taught how? According to our recent Insta poll, most Powrsuiters haven’t). 

One of the top takeaways is that one-on-ones aren’t for progress reports. So, in the busyness of the modern work week, how do we keep everyone up-to-date with the work we have on? Micro status updates. Pick a format that works for the project or team, and embrace less as more:

• End of day/week wrap up of your top priorities – Finished X, in progress Y, waiting on Z. 
• Celebrate small wins. Positive feedback fuels high performance, but it also showcases progress. 

4. Pre-emptive answers

Our motto: Don’t just answer a question, think about what someone might ask next, and answer that too. You can save a lot of back and forth by thinking one to two steps ahead and providing clarity before it’s requested. Some common examples:

• Want to book a meeting? Share your calendar link or suggest a few times
• Asking for an intro? Send a blurb to make it easy to forward
• Sending an update? Offer a date or milestone when they should expect the next one
• Need a hand? Give an early heads up and request to book some calendar time
• Want to take leave? Share your plan for handover and work in progress while you’re away

5. Change of plans

We’re on a one-company mission to stamp out the post-COVID culture of chronic cancelling.

Regret committing to a social event, have a meeting clash, or need to manage expectations? Send. An. Update. Do it as soon as you realise things have changed – last-minute ghosting is the fastest way to kill your personal brand. 

Honesty truly is the best policy. Replace the flippant ‘something’s come up’, or ‘I think I’m coming down with something’ with a genuine, respectful update on why you are cancelling on your commitment. Self-leadership means being accountable when we let other people down.

Be proactive, B E Proactive!

Proactive updates do more than keep work moving forward; they shape how others see you. Each update signals reliability, transparency, and leadership. People (*cough* your manager *cough*) stop worrying about what you’re doing behind the scenes, and start trusting that you’ve got it covered.

And here’s the bonus: when you consistently share updates, you influence others to do the same. You’re not just building trust, you’re building a culture of it.