Transforming Communication Culture at a Professional Services Firm

From One Coaching Engagement to a Strategic Long-Term Investment

Client: Confidential (Management Consulting Firm, United States)
Engagement Length: 12 months
Scope: 9 employees across multiple levels
Services Delivered: Executive speech coaching, biweekly coaching sessions, on-demand prep, employee self-assessments, progress documentation

Overview

When a mid-level team member at an American management consulting firm froze during an internal presentation, her team lead responded not with criticism, but with curiosity. A referral led them to Pronounced, and what began as one-on-one coaching for a single employee evolved into a strategic coaching partnership that reached nearly ten staff members over the course of a year. The result: renewed employee confidence, improved client communication, better internal collaboration, and a shift toward a more people-first leadership culture.

The Initial Challenge

The firm operates in a high-performance environment where communication is both the deliverable and the differentiator. But despite strong technical skills and expertise, some team members were struggling to show up with clarity and confidence—particularly during high-stakes internal and client-facing moments. In this case, a capable mid-level manager experienced a significant drop in confidence following a presentation misstep. The company’s leadership recognized that the issue wasn’t about capability—it was about communication. They brought in Pronounced to help restore confidence and rebuild delivery skills in a way that would stick.

The firm's initial communication model relied on highly prescriptive, ‘precision-first’ language goals. But the result was diminished confidence, hesitancy in meetings, and a communication style that felt inauthentic. When that approach failed to generate results, they turned to Pronounced for a more sustainable solution—one rooted in rebuilding voice, trust, and presence.

The Approach

The initial engagement focused on one individual, delivered through biweekly sessions and just-in-time preparation for important speaking opportunities. Very quickly, the change was visible—first to the employee herself, and then to her colleagues and leadership. As her communication improved, so did her presence, performance, and participation. Recognizing the impact, the firm expanded the scope. Over 12 months, Pronounced provided customized speech and executive coaching to nearly 10 employees. These professionals came from different levels and teams within the firm, but shared similar barriers: performance anxiety, unclear messaging, and the pressure to speak in a “precise” style that often muted their natural leadership voice. Every employee received a 9-month package including: two coaching sessions per month, on-demand prep for presentations and pitches, ongoing email support, self-assessments and midpoint progress reflections, and coaching notes to track development.

While the approach may feel counterintuitive in high-performance environments—less about correcting and more about reconnecting—it consistently produced better results: more concise messaging, stronger presence, and increased confidence across client and internal settings.

Measurable Outcomes

Progress was consistently tracked using both quantitative and qualitative methods. By the midpoint of the engagement, employees were already reporting noticeable improvements in performance, confidence, and presence. Key outcomes included: more confident delivery in client-facing conversations, stronger internal communication and team contribution, increased visibility and leadership from previously hesitant employees, higher engagement from employees who had been impacted by rigid or outdated communication norms, and clearer, more human-centered messaging in high-stakes interactions. In post-engagement reflections, participants consistently cited the coaching as a turning point in their professional growth. Team leads noted improved morale, stronger collaboration, and more effective client engagement across departments.

A Communication Culture Shift

This wasn’t just about “fixing” one presentation. It was about reshaping how employees showed up—both to their work and to one another. Pronounced’s coaching helped individuals move away from a perfectionistic, over-scripted communication style and toward a more grounded, confident presence. In doing so, they not only became better speakers, but more engaged leaders. Importantly, the engagement also served employees who had internalized self-doubt as a result of narrow definitions of professional communication. Coaching created space for them to reclaim their voice—and use it.

Why the Firm Chose Pronounced

This firm had worked with external trainers in the past but none who had specialized in communication coaching. They needed something different: a coaching approach that served both individual growth and business outcomes; a partner with deep expertise in speech science and leadership development; and a coach who could work across diverse personalities, roles, and lived experiences. Pronounced was able to deliver all three. The coaching model was practical, inclusive, and rooted in real-world application. And unlike one-size-fits-all programs, each employee received targeted, personalized support that addressed the communication challenges they were facing in their role—whether that was leading client strategy, presenting internally, or building cross-functional alignment.

What This Means for Other Firms

If you’re in consulting, law, or any professional service where communication is part of the product, this case study should be a signal: Coaching isn’t a perk. It’s a lever. Whether it’s improving client interactions, strengthening internal leadership, or retaining high-performing talent, investing in how your team communicates can have a tangible, measurable impact. You don’t need to wait for a communication ‘failure’ to act. You need to invest before great people start pulling back—or walking away.

Interested in Coaching for Your Team? 

Pronounced partners with consulting firms, law firms, and purpose-driven organizations across North America to deliver executive coaching that transforms communication from the inside out. If your team is ready to lead more confidently, connect more authentically, and speak with clarity under pressure—we’re ready to help. Visit pronounced.ca or reach out directly to start the conversation.