For our TrustED Conf 2021 VR World Tour, we heard from Leticia Eroles Palacio, an Account Manager with over 10 years of experience across different countries developing and implementing digital strategies for well-known companies. We got key insights on how to effectively communicate and connect with clients and teammates.

1. Digital You Can Trust |
KEY INSIGHTS ON HOW TO
EFFECTIVELY COMMUNICATE AND
CONNECT WITH TEAM MEMBERS
AND CLIENTS

2. Digital You Can Trust |
KEY INSIGHTS ON HOW
TO EFFECTIVELY
COMMUNICATE AND
CONNECT WITH TEAM
MEMBERS AND CLIENTS

3. Digital You Can Trust |
My background is in Communications and PR. I’ve
been in Digital Marketing for ten years.
I speak 4 languages and I’ve been living and working
in 3 different countries.
When I’m not helping clients achieve their business
goals, I am probably on my yoga matt or spending
quality time with my little baby Arthur and my
partner.
LETI
ACCOUNT MANAGER & YOGUI

4. Digital You Can Trust |
Communication skills had the
fastest growing demand of any
skill set in Australia, with an
average increase in demand of
15.7% every year from 2009 to
2016.
In a
In a Wall Street Journal survey of
more than 900 senior leaders, 92%
say that soft skills such as
communication are now equally as
important as technical skills.

5. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
COMMUNICATION

6. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
WHAT’S EFFECTIVE
COMMUNICATION
?
Effective communication is a process of
exchanging ideas, thoughts, knowledge
and information such that the purpose or
intention is fulfilled in the best possible
manner

7. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
NURTURE OR
NATURE?
● Communication skills are acquired by
nurture rather than by nature.
● Great speakers are not born, they are
made

8. Digital You Can Trust |
EFFECTIVE WAYS OF
COMMUNICATING WITH
TEAMMATES

9. Digital You Can Trust |

10. Digital You Can Trust |
WORKPLACE COMMUNICATION
STATISTICS
● 39% of businesses primarily use email for communication
between co-workers, compared to online tools (28%) face-to-
face (23%) and phone calls (2%)
● The communication and collaboration tools market reached $47
billion in 2019
● Organizations with connected employees show productivity
increases of 20-25%
● 97% of workers believe that communication impacts tasks every
day

11. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
WHY IT’S SO
IMPORTANT?

12. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
#1. THINK IT
TROUGH
● Why am I communicating?
● Who’s the receiver?
● What’s my objective?
● What do you want the recipient to do as a result of the
communication?
● What format will best to accomplish your objective?

13. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
#2. MAKE IT SIMPLE
● No beating around the bush
● Leading with your main point or objective
● Time is precious for everyone

14. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
#3. QUALITY FIRST
● Send agendas
● Meeting objectives
● Background reading

15. Digital You Can Trust |
#4. KNOWLEDGE SHARING

16. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
#5. THE POWER OF
THE IN-PERSON ● Zoom vs Slack
● Call vs Text
● 50 % of emails and texts are misunderstood

17. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
#6. SEEK
FEEDBACK
● Provide specific suggestions
● GROW
○ Goal
○ Reality
○ Options
○ Will

18. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
#7. LISTEN
● The average person talks at 225 words per
minute, whereas we can listen at up to 500
words per minute.

19. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
BENEFITS
1. Better engagement
2. Increased morale and creativity
3. Less ambiguity
4. Greater motivation
5. Stronger teamwork
6. Growth of the organization

20. Digital You Can Trust |
EFFECTIVE WAYS OF
COMMUNICATING WITH
CLIENTS

21. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
WHY IT’S SO
IMPORTANT

22. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
#1. FOLLOW THE
3 C’S ● Communicate important information clearly
● Keep the conversations agenda-based
● Contextualization

23. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
#2. DON’T
ASSUME ● Assumption: “something that you consider
likely to be true even though no one has told
you directly or even though you have no
proof”.
Makes an ASS OUT of U AND ME

24. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
#3. ASK THE RIGHT
QUESTIONS ● Avoid rhetorical questions
● Ask open-ended questions
● Avoid being too direct

25. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
#4. ESTABLISH
A HUMAN
CONNECTION
● Facilitates communication
● Meaningful connections
● ‘Your network is your net worth’

26. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
#5. SPEAK THE
SAME LANGUAGE

27. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
#6. BECOME A
BETTER LISTENER

28. DIGITAL MARKETING & ANALYTICS |
Digital You Can Trust |
BENEFITS
1. Building trust
2. Prevent misunderstanding and future problems
3. Clarified client’s expectations
4. Increase loyalty
5. Generates a positive reputation for the Company

29. Digital You Can Trust |
SOLUTIONS
64% increase in
on-time client
approvals

30. Digital You Can Trust |
SOLUTIONS
For people who
don’t like
managing 1000s
of emails

31. Digital You Can Trust |
SOLUTIONS
Make your
approval
workflow easier
with admation

32. Digital You Can Trust |
THANKS!

33. Digital You Can Trust |
https://www.expertmarket.com/phone-systems/workplace-communication-statistics#link-the-importance-of-good-communication
https://hbr.org/2020/05/how-ceos-can-support-employee-mental-health-in-a-crisis
https://www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/the-social-economy
https://www.betterup.com/blog/why-communication-is-key-to-workplace-and-how-to-improve-skills
https://medium.com/life-at-mekari/5-ways-to-make-technical-conversations-easier-for-your-non-tech-peers-746ab4cd14b9
https://www.proofhub.com/articles/effective-communication
https://www.project.co/communication-statistics-2020/
https://www.entrepreneur.com/article/346802
https://www.mindtools.com/pages/article/newLDR_89.htm
https://www.forbes.com/sites/forbescommunicationscouncil/2019/07/03/how-to-win-at-client-communication/?sh=17be73257806
https://algorithmicglobal.com/business-practices/human-connection-in-digital-marketing/
https://www.ted.com/talks/celeste_headlee_10_ways_to_have_a_better_conversation?language=es#t-615227
SOURCES