{"id":2565,"date":"2024-10-08T11:12:06","date_gmt":"2024-10-08T09:12:06","guid":{"rendered":"https:\/\/www.capkelenn.com\/2024\/10\/08\/the-importance-of-pausing-when-speaking-silence-is-not-the-absence-of-communication\/"},"modified":"2026-09-22T10:55:02","modified_gmt":"2026-09-22T08:55:02","slug":"the-importance-of-pausing-when-speaking-silence-is-not-the-absence-of-communication","status":"publish","type":"post","link":"https:\/\/www.capkelenn.com\/en\/blog\/the-importance-of-pausing-when-speaking-silence-is-not-the-absence-of-communication\/","title":{"rendered":"The importance of pausing when speaking: silence is not the absence of communication \u2014 it is an act of management"},"content":{"rendered":"<p>Monday, 9:02 a.m. A store manager gathers the team for the opening briefing. Ninety seconds without drawing breath: yesterday&rsquo;s figures, today&rsquo;s target, the promotion to push, the stockroom to tidy. Everyone nods. Two hours later, nobody on the floor can name a single objective.<\/p>\n<p>The problem is not the content of the briefing. It is that there was no room in it for anyone else.<\/p>\n<p>In my corporate life, I used to get frustrated when managers talked non-stop and as fast as possible, in meetings or presentations, without checking whether their audience was still with them. I used to talk fast myself. Then I became a professional speaker, and a coach, and I learned the value of the pause. Silence is not an empty space. It is one of the most powerful instruments a leader has &mdash; and, unlike most leadership skills, it can be installed in a team&rsquo;s daily routine in a matter of weeks.<\/p>\n<h2>Why pauses matter so much<\/h2>\n<p>Speaker and communication expert Vinh Giang points out two key reasons.<\/p>\n<ul style=\"margin:0 0 15px;\">\n<li style=\"margin-bottom:10px;\"><strong>Pauses give time to process information.<\/strong> When we pause, we allow our audience to digest what we have said. On a shop floor, where information arrives at high speed and attention is already divided between a customer, a queue and a phone, that space is not a luxury.<\/li>\n<li style=\"margin-bottom:10px;\"><strong>Silence is more effective than conversational fillers.<\/strong> &ldquo;Mmm&rdquo;, &ldquo;uh&rdquo;, &ldquo;you know&rdquo; are distractions. Silence in their place offers a reflective beat that makes the message cleaner and more powerful.<\/li>\n<\/ul>\n<h2>Silence in communication: a linguistic act<\/h2>\n<p>As Rafael Echeverr&iacute;a writes in <em>Ontolog&iacute;a del lenguaje<\/em>, silence is not the absence of communication but an essential component of it. As a linguistic act it conveys as much as words, if not more. In coaching it is used deliberately, to open reflection. The same mechanism works in a briefing, in a conversation on the floor, and in a one-to-one.<\/p>\n<p>Bernard Werber&rsquo;s famous quote sums up the complexity of communication:<\/p>\n<blockquote style=\"margin:20px 0;padding:2px 0 2px 20px;border-left:3px solid #00738b;font-style:italic;\">\n<p>&ldquo;Among what I think, what I want to say, what I think I say, what I say, what you want to hear, what you think you hear, what you hear, what you want to understand, what you think you understand, what you understand&hellip; That&rsquo;s ten chances that we&rsquo;ll have trouble communicating.&rdquo;<\/p>\n<\/blockquote>\n<p>Ten chances of misunderstanding each other &mdash; in a single exchange. Every pause removes some of that noise, by giving the other person the opportunity to interpret the message correctly.<\/p>\n<h2>Three moments where the pause changes a manager&rsquo;s day<\/h2>\n<p>Theory is cheap. What matters to a retail or network director is where, concretely, a pause changes a result. In our Retail Coaching work, it shows up in three daily rituals.<\/p>\n<ul style=\"margin:0 0 15px;\">\n<li style=\"margin-bottom:10px;\"><strong>The opening briefing.<\/strong> A manager who states one objective and then stops gets an answer. A manager who lists eight objectives without stopping gets nods. The pause is what turns an announcement into a commitment.<\/li>\n<li style=\"margin-bottom:10px;\"><strong>Coaching on the floor, during the sale.<\/strong> Observing a sales interaction, then asking a single question &mdash; &ldquo;What did you notice?&rdquo; &mdash; and holding the silence is what allows the salesperson to find the answer themselves. Filling that silence with advice makes the manager the expert and the salesperson a spectator. Ownership changes hands in the pause.<\/li>\n<li style=\"margin-bottom:10px;\"><strong>The one-to-one.<\/strong> This is where silence does the most work, and where it is hardest to hold. Three seconds after a question feel endless to the manager and productive to the person answering.<\/li>\n<\/ul>\n<h2>What this changes for a network<\/h2>\n<p>A manager who masters the pause is not merely a better speaker. They are a manager who asks instead of tells &mdash; which is the whole distance between a manager and a <strong>manager-coach<\/strong>. And it shows up where retail is measured: conversion rate, average transaction value, units per transaction, and on the human side, engagement and turnover.<\/p>\n<p>One example from our own work: at McDonald&rsquo;s, in-store staff friendliness measured during the programme rose from 68% to 84% in two months.<\/p>\n<p>Across 146 companies and 42 retail sectors, our participant NPS stands at 94.<\/p>\n<h2>Silence can be trained<\/h2>\n<p>Nobody becomes a manager-coach by reading an article about silence &mdash; including this one. It is a behaviour, and behaviours are trained in real situations, on the floor, with feedback.<\/p>\n<p>That is exactly what our certifying programme does: in 60 days, middle managers become the coach of their own team, with an ICF-accredited methodology, in 14 languages, alongside coaches who work in the store rather than in a classroom.<\/p>\n<p>So next time you speak, don&rsquo;t forget to pause. Your team will thank you &mdash; and so will your numbers.<\/p>\n<h2>Go further<\/h2>\n<ul style=\"margin:0 0 15px;\">\n<li style=\"margin-bottom:10px;\"><a href=\"https:\/\/www.capkelenn.com\/en\/retail-coaching\/\"><strong>Retail Coaching<\/strong><\/a> &mdash; how we certify store managers as manager-coaches<\/li>\n<li style=\"margin-bottom:10px;\"><a href=\"https:\/\/www.capkelenn.com\/en\/sales-coaching\/\"><strong>Sales Coaching<\/strong><\/a> &mdash; the same method applied to B2B sales teams<\/li>\n<li style=\"margin-bottom:10px;\"><a href=\"https:\/\/www.capkelenn.com\/en\/contact\/\"><strong>Talk to an expert<\/strong><\/a> &mdash; 30 minutes to see what it would look like in your network<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.capkelenn.com\/en\/\">www.capkelenn.com<\/a><br \/>info@capkelenn.com<\/p>\n<p><em>Benoit Mah&eacute; &ndash; Co-founder of CapKelenn<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Have you ever wondered if you pause enough when you speak?<\/p>\n","protected":false},"author":1,"featured_media":2560,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[47],"tags":[],"class_list":["post-2565","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Pausing when speaking: the silence that makes a manager-coach | CapKelenn<\/title>\n<meta name=\"description\" content=\"Silence is not an empty space, it is a management act. 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