Communication - The Power of Listening Beyond Words

Communication is one of the most essential skills in management. Whether providing direction, resolving conflicts, or supporting employees, effective communication influences the relationships we build and the results we achieve.

Yet communication involves more than delivering information. It requires listening, observing, establishing expectations, and recognizing that sometimes the most important information comes from what hasn't been said.

Working in both management and massage therapy has taught me that effective communication is an ongoing process, not a single conversation.

Establishing Expectations from the Beginning

At the beginning of every massage session, while performing initial compressions, I explain the entire sequence of techniques I plan to use while the client is lying face down. This is something relatively few massage therapists do, but I believe it's important for clients to understand what to expect.

Approximately two-thirds of the way through the session, when the client turns face up, I revisit the process. While performing balancing and grounding holds on the joints, alternating from the ankles to shoulders, I explain the remaining sequence of the treatment.

These conversations provide clarity, establish expectations, and create opportunities for questions or adjustments.

Management works similarly.

Clearly explaining an assignment at the beginning is important, but checking in as work progresses helps ensure everyone remains aligned. Circumstances change, questions emerge, and priorities evolve.

Communication shouldn't end once instructions have been delivered.

Listening Beyond the Initial Conversation

In my management role, I regularly ask team members a simple question: "What else do you have on your mind?"

I've found that this open-ended question creates space for conversations that might not otherwise happen.

An employee may have completed discussing an assignment but still have concerns about workload, a colleague, or another issue. Without an invitation to continue, those concerns may remain unspoken.

Massage clients are similar. Some readily express their preferences, while others may hesitate to request changes or mention discomfort.

In both settings, asking thoughtful questions and allowing time for a response can reveal information that improves the overall experience.

Sometimes the most valuable information comes after we think the conversation is finished.

Understanding Nonverbal Communication

Massage therapists pay close attention to how clients physically respond to different techniques. Changes in breathing, muscle tension, or body positioning may indicate that a check-in would be helpful.

These observations should prompt communication rather than assumptions about what someone is experiencing.

Managers should demonstrate similar awareness.

An employee who becomes unusually quiet, appears hesitant, or disengages from discussions may have concerns worth exploring.

Rather than assuming we understand someone's behavior, we can use observations to initiate respectful conversations.

Adapting Communication to the Individual

No two massage clients communicate in the exact same way. Some appreciate detailed explanations, while others prefer quiet relaxation. Effective therapists respect these preferences while ensuring essential information is communicated.

Employees have different communication preferences as well.

Some appreciate direct instructions; others benefit from additional context or opportunities to discuss expectations.

Effective managers adjust their approach without compromising clarity, consistency, or accountability.

Treating people fairly doesn't necessarily mean communicating with everyone identically.

A Different Perspective on Communication

A successful massage requires more than technical knowledge. It requires understanding the client's needs, communicating expectations, and responding throughout the experience.

Leadership is no different.

Managers may possess extensive expertise, but their effectiveness depends partly on their ability to establish understanding and create an environment where people feel comfortable communicating.

Both professions have reinforced an important lesson for me: the most effective communication isn't necessarily about saying more. It's about creating opportunities to understand more.

And sometimes, the most powerful leadership question is simply, "What else do you have on your mind?"