Mastering Modern Communication
Created by the klar Content Team 31 July 2025
- Key Insights
- A practical guide on how what effective communication is in todays society and how to strengthen your skills.
Clear, confident communication is at the heart of every successful support role. Whether you’re managing diaries, relaying updates, writing emails or coordinating across teams, how you communicate – and how effectively – can influence everything from daily productivity to team morale.
In an increasingly digital, fast-paced workplace, sharpening your communication skills isn’t just a nice-to-have. It’s a strategic advantage.
This Skills Boost explores what effective communication really means for PAs, EAs and admin professionals today – and how to strengthen this essential skill.
You’re likely the first point of contact for your executive, the bridge between departments, or the one smoothing over a last-minute change. In short, you’re a communicator by trade.
But modern communication goes beyond just being “clear” or “polite.” It now also means:
- Choosing the right tone for each audience
- Adjusting your style for email, chat, video or in-person
- Handling difficult conversations with tact and confidence
- Using structure and formatting to make your message stand out
- Listening actively and reading between the lines
Let’s break it down into practical skills you can develop and apply straight away.
Whether you want help drafting an email, creating a summary, or organising event details, it all starts with the right ask.
When you’re writing – especially over email or internal chat – clarity is key. Busy professionals don’t have time to read between the lines.
Quick wins:
- Lead with the purpose. Put the main point in the first sentence.
- Use signposting. Phrases like “To confirm…”, “Next steps:”, or “Please reply by…” guide the reader.
- Be concise. Cut filler like “just checking in to see if you might have had a chance…” in favour of “Have you had a chance to review this?”
Example – Before vs After
Before:
“Hi, I was wondering if you might be able to look over the attached document when you have a moment?”
After:
“Hi, could you review the attached document by Thursday? Let me know if anything needs clarification.”
Professional. Clear. Actionable.
The tone of your message should match who you’re speaking to, the context, and your goal. As a PA or EA, you’re often switching tone throughout the day – from casual team updates to formal client communication.
Top tip: Use the 3 Cs – Context, Culture, Clarity – to guide your tone.
Audience | Recommended Tone | Example |
Senior leaders | Formal and direct | “Please find attached the report for Q2. Let me know if you’d like a summary or action points.” |
Internal team | Friendly but focused | “Quick heads-up: The client meeting has been moved to 2pm. Agenda to follow.” |
External suppliers | Polite and clear | “Thank you for the revised quote. Could you confirm the lead time for delivery?” |
When in doubt, keep it professional – warmth can always be added subtly.
Active listening isn’t just for in-person meetings. In a digital workplace, it also means reading carefully, noting the tone or urgency behind a message, and responding appropriately.
Key behaviours:
- Pause before replying – especially to requests or feedback
- Clarify rather than assume: “Just to confirm, are you asking me to…”
- Mirror language when helpful – if someone says, “I’d really appreciate a quick turnaround,” acknowledge that in your reply
This builds trust and shows that you’re tuned in, not just ticking boxes.
In a sea of emails and Slack messages, structure helps your message get read.
Try this format for important updates or requests:
- Context – Brief background if needed
- Main Message – What you need or are informing them of
- Action – What you need them to do, and by when
- Attachments or Extras – Any documents, links, or supporting notes
Example:
Hi team,
As discussed, we’re aiming to finalise venue options by next week.
Please review the shortlist attached and share your top 2 choices by Wednesday.
Let me know if you’d like a call to go over details.
Thanks,
[Your Name]
Readable. Respectful of their time. Results-focused.
Whether it’s chasing a late response, flagging a mistake, or giving pushback on behalf of your executive, tricky conversations are part of the role.
Best practices:
- Don’t sugar-coat the message too much – it can dilute clarity
- Stick to facts and avoid assumptions
- Use neutral, professional language:
- “I noticed…” instead of “You didn’t…”
- “Can we clarify…” instead of “You were unclear…”
Example:
“Hi Sam, just flagging that the figures in the latest report don’t match the previous version. Can we touch base to check what’s changed?”
Direct, not confrontational.
Admin professionals today often juggle multiple platforms – Outlook, Teams, Zoom, Slack, WhatsApp, and more.
Each tool has its own communication norms:
- Email: Use for formal requests, summaries, or anything with attachments
- Chat tools (e.g. Slack/Teams): Great for quick updates or real-time clarifications
- Meetings/Calls: Best for nuanced topics, brainstorming, or when tone is critical
Pro tip: Confirm important decisions or agreements from calls in writing. It avoids confusion later.
Before sending any message, ask yourself:
- Is my purpose clear in the first sentence?
- Does the tone match the audience and context?
- Have I made it easy for them to respond or act?
If yes to all three – hit send.
Strong communication isn’t just about being well-spoken or writing a great email. It’s about representing your team with clarity, confidence and care. It builds your professional credibility, strengthens relationships, and helps you get things done faster – and more smoothly.
In short: when you communicate well, you lead well.