Why Scripted Conversations Hurt Trust

The most dangerous thing about over-preparation? It can harm your influence.   When leaders rehearse every word, they think they’re building credibility, but in most cases what they’re actually building is distance.   Polished scripts signal performance → Performance blocks authenticity → Without authenticity, trust evaporates.   High-impact leaders don’t memorize lines. They prepare scaffolding, not scripts.   They anchor points to stay sharp. Anticipate tough questions. And leave space (lots of it) for presence.   Imperfection isn’t weakness. It’s evidence you’re real. And real is what earns trust.   Next time you prepare, ask yourself: Am I rehearsing to perform? Or preparing to connect?   One leads to applause. The other leads to influence.  

The exact moment I mentally ended the sales call: 'We'll tell you what employees should say. You just film it.' My response: "That's not employee content. That's corporate ventriloquism." Their counter: "But we need to control the message." The CMO doubled down: "We'll write the scripts. Your job is to make employees look natural saying them." That's when I knew we'd never work together. Because here's what I've learned after 200+ employee interviews: The moment you put words in an employee's mouth, you kill everything that makes their story powerful. We've all worked somewhere like this: - HR hands you talking points about 'work-life balance' - Meanwhile, everyone's pulling 60-hour weeks - And the Glassdoor reviews? They tell the REAL story Candidates aren't stupid. They check both. But it gets worse. The same CMO called me back: "What if we just give them talking points?" I asked: "Why not let them tell their actual experiences?" "Because one might say something off-brand." THAT'S THE POINT. Your employees saying something "off-brand" is called authenticity. It's what candidates and customers are desperately looking for. "I've seen employees share: ➡️ "I log off at 5pm sharp now that I'm a new dad. No shame." ➡️ "Our tech stack is from 2015, but honestly? Our team makes it work." ➡️ "I bombed my first client presentation so badly, I hid in the bathroom after." Those "off-brand" moments? They generated more trust than any polished script. Here's my line in the sand: ✅ I'll help employees tell THEIR stories powerfully ❌ I won't puppet corporate messages through their mouths ✅ I'll capture authentic expertise and experiences ❌ I won't script fake enthusiasm ✅ I'll showcase your real culture (messy parts included) ❌ I won't manufacture a culture that doesn't exist Your employees' unfiltered truth is your competitive advantage. The minute you try to control it, you lose it. I'd rather have 3 clients who get this than 30 who want me to fake it. Because at the end of the day, candidates and customers can smell BS from a mile away. And I refuse to be the one serving it. 💖

Ever been on a sales call where the rep sounds like they’re reading from a teleprompter? You ask a question, and there’s a weird pause - like they’re frantically scrolling to find the “right” response. It’s awkward. It’s robotic. And it’s exactly why I don’t like sales scripts. I get why companies use them. Scripts = consistency. They help new reps feel comfortable. They prevent people from going way off track. But here’s the thing: sales isn’t about memorizing lines - it’s about having real conversations. Why I don't like sales scripts: ❌ They make reps sound like robots. Nobody wants to feel like they’re on the receiving end of a mass-produced pitch. Buyers want human interactions, not a monologue. ❌ They kill active listening. Reps who rely too much on scripts are just waiting for their turn to speak instead of actually hearing what the buyer is saying. They miss golden opportunities to dig deeper. ❌ They don’t prepare reps for real-world conversations. The moment a prospect throws out an objection that isn’t in the script? Game over. Suddenly, the rep is scrambling - and it shows. So what then? I’m not saying reps should just “wing it.” What they need isn’t a script - it’s a framework. ✅ Teach them how to guide a conversation, not just recite a pitch. ✅ Train them to ask the right questions instead of forcing a linear script. ✅ Help them think on their feet so they can navigate objections naturally. Instead of scripting a response to “We’re happy with our current provider,” train reps to ask: 👉 “What do you like most about them?” 👉 “If there was one thing you could improve, what would it be?” 👉 “How does that align with your future growth plans?” No script needed. Just curiosity, confidence, and a real conversation. A scripted sales team sounds polished. But a team that actually knows how to sell without a script? That’s where the real wins happen. Let’s stop turning reps into script readers and start turning them into sales pros who can actually think and adapt. Because buyers don’t want to be pitched at - they want to be understood.

Your CEO's communication style might be destroying trust in your transformation. And it's probably not their fault. Leaders who communicate in a raw, authentic, unscripted way see dramatically higher trust scores than those who stick to scripted talking points. The data from employees following CEO communications is brutal: 👩🏫 Scripted, formal leaders: - "I trust my leaders' decision making" → Low agreement - "My leaders tell me the truth" → Low agreement   - "I'm excited to be part of this organization" → Low agreement 👋 Raw, authentic, unscripted leaders: - Same questions → Dramatically higher agreement across the board But here's the problem: Most senior leaders got to where they are by being the opposite of raw and authentic. They climbed the corporate ladder by being polished. Controlled. Saying the right thing at the right time. Having 12 PR people review every message. So when transformation time comes, they default to what got them there: Scripted perfection. And employees see right through it. So what builds the most trust during change? 🤷♀️ Leaders admitting they don't have all the answers 😕 Sharing their own personal struggles with the change 👎 Being transparent about the cons, not just the pros 👋 Communicating regularly even when there's nothing new to report 🏡 Showing up in real environments, without fake virtual backgrounds (Yes, fun fact: virtual backgrounds decrease trust by ~30%. People subconsciously wonder what you're hiding.) If your CEO isn't naturally raw and authentic, find someone who is and let them lead more of the change communications instead. Because trust is really your only currency in transformation. And you won't build trust with scripted talking points and perfect lighting.

The Crisis of Authenticity in the Corporate Echo Chamber In the past week, LinkedIn has been flooded with nearly identical posts from CVS/Aetna employees — all echoing a message about their commitment to Medicare beneficiaries and the future of healthcare. The phrasing is eerily consistent. In fact, it’s exactly the same in hundreds (if not thousands) of posts. This phenomenon isn’t new. But this example is especially troubling because it involves one of the most powerful players in the Medicare ecosystem — and because it reveals a growing problem: the erosion of authenticity in corporate communication. Let’s call it what it is. When a company writes a message, distributes it to employees, and encourages them to post it under their own names — without changing a word — it ceases to be personal expression. It becomes a coordinated PR campaign. And it reeks of inauthenticity. Why This Matters 1. Trust is built on transparency. When people smell a script, they tune out. Seniors, agents, and other stakeholders deserve to hear genuine voices — not recycled press releases pretending to be personal conviction. 2. It insults the intelligence of the audience. Today’s consumers are smart. They know when something is being mass-pushed. And in the insurance industry — especially with something as sensitive as Medicare — credibility is everything. 3. It weakens the message. Ironically, had CVS/Aetna allowed (or encouraged) employees to speak in their own words about why they care about the mission, the impact would have been far greater. Uniformity might feel “on brand,” but in reality, it dilutes passion. A Better Path Forward Encourage employees to share their real experiences working with Medicare clients. Let them talk about what challenges they see on the ground. Let them express concerns. Let them disagree. Because when a company empowers real voices — not just echoes corporate messaging — that’s when people pay attention. This isn’t an attack on CVS/Aetna employees. Most are hardworking professionals doing the best they can. But when companies use their workforces as mouthpieces, it diminishes the professionalism and individuality of those very people. In a time when Medicare Advantage plans are under more scrutiny than ever, the last thing the industry needs is more copy-and-paste communication. What we need — what seniors need — is honesty, nuance, and humanity. Let’s not lose that.

Capital raising isn’t about copying templates or pasting formulas handed down by the latest real estate guru. Yet, too often, I see capital raisers and capital allocators falling into the same trap: • Copy-paste templates. • Overstated (or flat-out fabricated) track records. • Generic, pitches and LinkedIn posts that all sound exactly the same. The result? * Investors see through it. * Trust erodes before it’s even built. * If your deal fails, your fake numbers will become evidence. * You sit there wondering why everyone else is raising money and you’re not. (Fact is: 95% of them aren’t either). Here’s the reality: mass-produced scripts don’t build relationships. Real estate investors, especially seasoned ones, can sniff out inauthenticity a mile away. And if your pitch sounds like everyone else’s, why would they choose you? Here's how to do it properly; • Be transparent: If you’ve only raised $2MM so far, own it. Investors care more about your real track record and integrity than inflated numbers. • Personalize your pitch: Tell your unique story. Why this deal? Why now? Why you? • Build trust through authenticity: Instead of templated emails and websites, create tailored, value-driven content that reflects your expertise, individuality, and unique value proposition. Mass-market approaches dilute credibility. Real success comes from cutting through the noise with authenticity, clarity, and professionalism. If you’ve been through one of those mass-produced guru programs and feel stuck using cookie-cutter systems, subscribe to my newsletter and learn how to do it properly. Link to subscribe in my profile here Adam Gower Ph.D.

Are you really listening—or just following a script? Yesterday I wrapped up a session Conflict Resolution through University of Minnesota College of Continuing & Professional Studies. During the session we explored the techniques of mirroring and labeling—classic tools for showing respect, creating understanding, and de-escalating situations that go south. But the conversation took an unexpected and insightful turn when several participants shared their dislike for the tools: “I’ve worked with people who use these techniques—and it doesn’t feel authentic. It feels like they’re checking a box. Like they’re off the hook once they’ve mirrored or labeled.” That opened the door for a deeper discussion: - What does deep listening and genuine interest sound like? - How do we truly show up beyond the tools and techniques? We landed on something important as we discussed further: While scripted tools can help us build on a conversation and respond with empathy, they are only the beginning. For some, it is a starting point—especially when empathy or engagement doesn’t come easily. But authentic connections require we move beyond the scripted start into something deeper. True support is not just in the tool—it’s in the depth of our listening and follow-through. Conflict resolution isn’t about saying the right words. It’s about building real connections required to create understanding of the other person's perspectives and needs—through the entire conversation and beyond. How do you move from tactics to trust in your conversations? #ConversationalIntelligence #CommunicationSkills #ConflictResolution #ActiveListening #Respect #Teamwork #nansense

“Are you reading your answers from somewhere?” Halfway through the interview, I noticed something strange. Every time I asked a question, the candidate would look slightly off-screen before answering. His responses were well-structured but robotic, no pauses, no thinking, just a steady flow of perfect answers. I leaned in and asked, “Are you reading your answers from somewhere?” There was a long pause. Then he sighed. “Yes, I wrote down some points just in case.” I get it. Interviews are nerve-wracking. The fear of saying the wrong thing makes many candidates write out responses word for word and try to stick to them. But here’s the problem: when you sound scripted, you lose connection. And in an interview, connection matters just as much as competence. So, job seekers, here’s my advice: 📌 Know your story, don’t memorize answers – Understand your experiences well enough to speak about them naturally. 📌 Make it a conversation, not a performance – Interviewers want to see you, not a rehearsed version of you. Be engaged, be present. 📌 Use a framework, not a script – STAR (Situation, Task, Action, Result) helps you stay structured without sounding robotic. 📌 Embrace pauses – It’s okay to take a moment to think. Rushing to say the “perfect” thing can make you sound unnatural. The real interview began when he ditched his notes. His responses weren’t as polished, but they were thoughtful. His personality came through. And that was far more impactful than any script. Preparation is great. But in interviews and in life authenticity wins every time. Job seekers, have you ever been tempted to read from a script? How do you prepare for interviews? Let’s talk in the comments! ⬇ ~JK🫶 #InterviewTips #Authenticity #CareerGrowth #JobSearching #HumanResources #Recruiter