How Can You Say the Right Words and Still Lose Someone’s Trust?

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Do people know your value, or have they just memorized your tone? That question sounds simple until you remember the last time you gave the “right” answer and still watched someone shut down.

We’re taking a fun but practical leadership lens to Roz from Disney and Pixar’s Monsters Inc to talk about communication skills that actually change how customers, coworkers, and teams experience you. I start with a real customer service moment: a DoorDash alert says my order failed, the restaurant says the driver picked it up, and I’m still sitting there without tacos.

That story makes one thing obvious fast: being factually correct doesn’t automatically make your communication effective. We dig into what it looks like to acknowledge an unresolved problem, explain what you can verify, and give a clear next step so people don’t feel dismissed.

Then we break down three workplace lessons through Roz’s perspective: make room for the person while you explain the process, keep your tone from turning accountability into conflict, and learn to explain why your contribution matters. If you’re the one who follows up, catches errors, returns incomplete work, or protects deadlines, you’ll get language you can use immediately to communicate your value with confidence and clarity.

If this helps you, share it with a friend who leads a team or serves customers, then join me in Spark Out Loud my free school community, Explore book publishing services, author workshops, and bestseller campaign support at . Your experiences hold lessons someone else may need.

Take the next step, Unbox Your Brilliance™, and BRAGG™ through the power of your written voice. Subscribe, leave a review, and tell me: what do you want people to understand when they hear your voice?

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Until next time, stay bold, stay curious, and keep making moves. Thank you for hitting play and taking us with you.

One Love!