Conversational Intelligence – The Science of Conversations: How to Build Trust and Influence at Work
The Workplace Problem: Conversations Can Build—or Break—Your Culture
Every day, workplace conversations shape decisions, relationships, and team dynamics. But too often, communication triggers defensiveness, confusion, or conflict instead of collaboration.
HR leaders and executives struggle with getting teams to communicate effectively, especially in high-stakes conversations where trust is fragile.
What This Book is About
In Conversational Intelligence, Judith E. Glaser combines neuroscience and leadership research to explain how conversations literally rewire the brain—either fostering trust and collaboration or creating fear and resistance.
This book provides practical tools to elevate communication, helping leaders turn difficult conversations into trust-building opportunities.
Key Takeaways for HR and Workplace Leaders
Conversations Trigger Brain Chemistry – The words we use can activate trust (oxytocin) or fear (cortisol) in our colleagues.
Ask More Questions, Give Fewer Commands – People are more likely to engage, contribute, and commit when they feel heard.
Trust is Built Through Micro-Interactions – Small moments of honesty, curiosity, and active listening create long-term credibility.
The “Tell-Sell-Yell” Trap Kills Engagement – Employees shut down when leaders lecture instead of listening.
Replace “I Know” with “Let’s Explore” – Moving from a fixed mindset to a learning mindset creates psychological safety.
Workplace Tools and Models from the Book
The 3 Levels of Conversation:
Transactional (Low Trust) – Basic, surface-level exchanges that lack connection.
Positional (Power Struggles) – Conversations where people defend their ideas rather than listen.
Transformational (High Trust) – Open, collaborative discussions where ideas and innovation thrive.
The TRUST Model for Effective Communication:
Transparency – Be honest and clear.
Relationship Building – Prioritize human connection.
Understanding – Ask questions before reacting.
Shared Success – Align on goals.
Truth-Telling – Speak with integrity.
The “Double-Click” Technique – Instead of assuming meaning, ask deeper questions to clarify intent.
Why This Matters for HR and Workplace Leaders
HR professionals and executives drive workplace communication. Conversational Intelligence provides tools to:
✔ Improve team collaboration and problem-solving
✔ Coach managers on delivering feedback effectively
✔ Help leaders build high-trust workplace relationships
✔ Turn difficult conversations into learning moments instead of conflicts
How This Connects to Workplace Assessments and Restorations
Many workplace assessments reveal communication breakdowns, such as:
Leaders struggling to connect with teams.
Employees feeling unheard in decision-making.
Lack of trust leading to resistance and disengagement.
By applying the principles in Conversational Intelligence, HR leaders can help organizations move from transactional communication to transformational conversations.
How Can You Apply This?
➡️ Are employees hesitant to speak up in meetings or give feedback?
➡️ Do conversations in your workplace lead to clarity—or confusion?
The way we communicate directly impacts engagement, trust, and performance.
Where to Buy
Interested in reading Conversational Intelligence? You can purchase it here:
📚 Amazon
📚 Judith Glaser’s Official Site
