A Conversation Catalyst
“I came away from our conversations feeling heard and respected, and at times more informed on the "why" behind certain things. “
-Sayako Minami
The Momentum Maker: Restoring Trust from the Inside Out
2025
When I arrived, morale and trust were at their lowest point, with employees and leaders struggling to connect. What happened next wasn’t about memos or quick fixes — it was about creating a new rhythm of communication that made people feel truly heard. Keep reading to see how those conversations grew into a culture strong enough to earn an award for trust and momentum.
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![Two colleagues smiling and talking across a desk in a modern office.]()
The Challenge: When I joined the agency, morale, trust, and communication between employees, account leads, and executives had eroded. Team members felt unseen, while leaders relied on broad memos that rarely resonated.
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![Five colleagues sitting around a table, engaged in conversation and smiling in a modern office.]()
The Work: I began by listening — holding open conversations with everyone from the CEO to the newest hire. These dialogues revealed unspoken frustrations, blind spots, and a strong desire for more authentic connection. I partnered with leaders to shift from one-way messaging to genuine dialogue, helping them show up with presence and transparency. Together, we established ongoing practices — town halls, small-group forums, and feedback loops — that turned communication into a two-way exchange. This wasn’t a one-time intervention, but a sustainable rhythm that built trust over time.
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![A large, diverse audience seated in an auditorium, engaged and smiling during a company all hands meeting.]()
The Result: In just six months, the agency’s employee net promoter score (eNPS) rose by 40 points, and leadership celebrated this shift by launching The Momentum Maker Award to honor those who embodied the company’s values.
