{"685964":{"#nid":"685964","#data":{"type":"news","title":"Less Is More: Communication as the Quiet Differentiator in Supply Chain Leadership ","body":[{"value":"\u003Cp\u003E\u003Cem\u003EBy Chris Gaffney, Managing Director, Georgia Tech Supply Chain and Logistics Institute | Supply Chain Advisor | Former Executive at Frito-Lay, AJC International, and Coca-Cola\u003C\/em\u003E\u003C\/p\u003E\u003Ch3\u003E\u003Cstrong\u003EThe Moment That Changed How I Listen\u0026nbsp;\u003C\/strong\u003E\u003C\/h3\u003E\u003Cp\u003EWhen I chaired the National Product Supply Group at Coca-Cola, one of our most respected board members was Jeff Edwards. Jeff had decades of experience and commanded respect without ever seeking attention. In a four-hour meeting, Jeff might speak two or three times\u2014never more. But when he did, everyone stopped to listen.\u003Cbr\u003E\u003Cbr\u003EWhat made Jeff so impactful wasn\u2019t the number of words he used\u2014it was the care behind them. He listened intently, gathered information, built context, and added value only when his perspective would move the conversation forward. His real skill was not speaking\u2014it was listening with purpose.\u003Cbr\u003E\u003Cbr\u003EThat experience stayed with me, especially because earlier in my own career, I had a very different experience. While working at AJC International, I attended a leadership program at the Center for Creative Leadership. Early in the program, a cohort of about twenty of us sat in a facilitated discussion. What we didn\u2019t know was that we were being filmed.\u003Cbr\u003E\u003Cbr\u003ELater that day, each of us reviewed our videos one-on-one with an instructor. Watching myself was humbling. I saw a young professional trying too hard to prove himself\u2014talking far too much, jumping in before others, and dominating the conversation. It was uncomfortable to watch, but invaluable. It forced me to face how insecurity can manifest as over-talking and how much more powerful restraint and self-awareness can be. I\u2019ve been on a \u0022less is more\u0022 journey ever since.\u003C\/p\u003E\u003Ch3\u003E\u003Cstrong\u003EWhy Communication Is a Supply Chain Differentiator\u0026nbsp;\u003C\/strong\u003E\u003C\/h3\u003E\u003Cp\u003EWe often talk about supply chain as end-to-end, but that phrase means something deeper than process visibility\u2014it implies constant collaboration. Supply chain professionals must connect with suppliers, customers, and internal stakeholders across every function.\u0026nbsp;\u003C\/p\u003E\u003Cp\u003EThat means communication is the connective tissue of our profession.\u003C\/p\u003E\u003Cul\u003E\u003Cli\u003EUpstream and downstream, we are translators\u2014interpreting complex data, system logic, and network realities for people who make decisions.\u003C\/li\u003E\u003Cli\u003EInside organizations, we act as bridges between technical teams and commercial leaders.\u003C\/li\u003E\u003Cli\u003EAcross tiers, we negotiate, influence, and build trust with partners who don\u2019t see what we see every day.\u003C\/li\u003E\u003C\/ul\u003E\u003Cp\u003EEven as automation expands, supply chains remain messy, human, and physical. Systems can handle the routine, but edge cases, disruptions, and exceptions still rely on judgment\u2014and judgment relies on communication. The ability to see, listen, and convey context in real time is what keeps operations resilient when variability strikes.\u003C\/p\u003E\u003Cp\u003EIn our earlier SCL articles, we wrote that skills that survive AI are the ones that emphasize human discernment\u2014and that critical thinking is about interpreting and questioning rather than accepting data at face value. Communication is where these two intersect. It is how human understanding flows across the supply chain network.\u003C\/p\u003E\u003Ch3\u003E\u003Cstrong\u003EWhen Communication Breaks Down\u003C\/strong\u003E\u003C\/h3\u003E\u003Cp\u003EI once worked with a technically gifted colleague\u2014let\u2019s call him Forrest\u2014who had deep analytical capability but struggled to speak up in group settings. His insights were sharp, but his inability to communicate them left him isolated. Eventually, he left the organization. It was a tough reminder that technical strength without communication is unrealized potential.\u003C\/p\u003E\u003Cp\u003EIn a global supply chain, it\u2019s not enough to know the answer. You have to make others understand why it\u2019s the answer\u2014and what to do with it. Communication is how insight becomes action.\u0026nbsp;\u003C\/p\u003E\u003Ch3\u003E\u003Cstrong\u003EThe Many Dimensions of Communication\u003C\/strong\u003E\u003C\/h3\u003E\u003Cp\u003EWe tend to equate communication with speaking, but it\u2019s much broader. Great communicators master four dimensions:\u003C\/p\u003E\u003Col\u003E\u003Cli\u003E\u003Cstrong\u003ESpeaking \u003C\/strong\u003E\u2013 Conveying information clearly, concisely, and confidently.\u003C\/li\u003E\u003Cli\u003E\u003Cstrong\u003EWriting \u003C\/strong\u003E\u2013 Capturing ideas and decisions in a way that travels across teams and time zones.\u003C\/li\u003E\u003Cli\u003E\u003Cstrong\u003EListening \u003C\/strong\u003E\u2013 Absorbing context before contributing, and letting others be heard.\u003C\/li\u003E\u003Cli\u003E\u003Cstrong\u003EObserving \u003C\/strong\u003E\u2013 Seeing what others miss and using that insight to guide action.\u003C\/li\u003E\u003C\/ol\u003E\u003Cp\u003EThe fourth one\u2014observing\u2014is often overlooked.\u003C\/p\u003E\u003Cp\u003ERecently, while reading with my granddaughter, she picked out a children\u2019s book titled \u003Cem\u003EBud Finds Her Gift\u003C\/em\u003E. It\u2019s about discovering one\u0027s special ability, and Bud\u0027s gift turned out to be observation\u2014simply noticing things others missed. Watching her read that story reminded me how powerful observation really is.\u003C\/p\u003E\u003Cp\u003EI thought of my former colleague, Tim Harville, with whom I worked at Coregistics. Tim often walked the warehouse with new supervisors, teaching them to \u0022see the operation\u0022\u2014to notice what looks good, what\u0027s out of place, and where waste or opportunity hides in plain sight. His goal wasn\u0027t to test them\u2014it was to train their eyes. Observation, in that sense, is a key communication skill. You can\u0027t describe, explain, or improve what you haven\u0027t first seen clearly.\u0026nbsp;\u003C\/p\u003E\u003Ch3\u003E\u003Cstrong\u003ECan Communication Be Taught? Absolutely.\u003C\/strong\u003E\u003C\/h3\u003E\u003Cp\u003EI\u2019ve seen it done.\u003C\/p\u003E\u003Cp\u003EAt Frito-Lay, we invested in communication training for new managers\u2014everything from eliminating filler words to using purposeful body language and structuring messages with intent. At Coca-Cola, Toastmasters chapters gave leaders a safe space to practice public speaking, storytelling, and feedback.\u003C\/p\u003E\u003Cp\u003EAnd beyond formal training, there\u0027s practice in the everyday moments\u2014taking notes in meetings, volunteering to summarize a discussion, representing a project team, or offering to speak at a class or event. Every repetition builds comfort and clarity.\u003C\/p\u003E\u003Cp\u003EMy own Center for Creative Leadership experience was the beginning of that practice for me. Decades later, I still catch myself needing to slow down, listen, and wait for the right moment. The lesson never stops.\u003C\/p\u003E\u003Ch3\u003E\u003Cstrong\u003EPainting the Picture: When It Works and When It\u2019s Missing\u003C\/strong\u003E\u003C\/h3\u003E\u003Cp\u003EWhen communication works, credibility follows. Jeff Edwards didn\u2019t have to compete for airtime; his credibility made his words count. When it\u0027s missing, even talented people like Forrest can struggle to influence or grow.\u003C\/p\u003E\u003Cp\u003EBoth extremes teach the same lesson: communication isn\u0027t about more or less\u2014it\u0027s about meaning. It\u0027s knowing when to speak, what to say, and how to connect it to the needs of others.\u0026nbsp;\u003C\/p\u003E\u003Ch3\u003E\u003Cstrong\u003EPractical Ways to Build Communication Strength\u003C\/strong\u003E\u003C\/h3\u003E\u003Cul\u003E\u003Cli\u003E\u003Cstrong\u003EListen to learn\u003C\/strong\u003E. Take notes, paraphrase what you\u0027ve heard, and confirm understanding\u003C\/li\u003E\u003Cli\u003E\u003Cstrong\u003ETranslate technical into practical\u003C\/strong\u003E. Explain what data means for the business, not just what it shows.\u003C\/li\u003E\u003Cli\u003E\u003Cstrong\u003EObserve before you act\u003C\/strong\u003E. Practice \u0022seeing\u0022 your operation or process with fresh eyes.\u003C\/li\u003E\u003Cli\u003E\u003Cstrong\u003ESimplify your writing\u003C\/strong\u003E. Clarity beats cleverness every time.\u003C\/li\u003E\u003Cli\u003E\u003Cstrong\u003ESeek feedback\u003C\/strong\u003E. Ask trusted peers to tell you how your communication lands.\u003C\/li\u003E\u003Cli\u003E\u003Cstrong\u003EPrepare with intent\u003C\/strong\u003E. Know your audience, outcome, and key message before you speak.\u0026nbsp;\u003C\/li\u003E\u003C\/ul\u003E\u003Ch3\u003E\u003Cstrong\u003EReflection Questions\u003C\/strong\u003E\u003C\/h3\u003E\u003Cul\u003E\u003Cli\u003EWhere in my current role does communication make or break outcomes?\u003C\/li\u003E\u003Cli\u003EWhen was the last time I adjusted how I communicate to fit my audience?\u003C\/li\u003E\u003Cli\u003EDo I listen more than I speak\u2014and what might I learn if I did?\u003C\/li\u003E\u003Cli\u003EHow can I model communication that builds understanding rather than winning airtime?\u0026nbsp;\u003C\/li\u003E\u003C\/ul\u003E\u003Ch3\u003E\u003Cstrong\u003EClosing Thought\u003C\/strong\u003E\u003C\/h3\u003E\u003Cp\u003ETechnical skills and analytics may earn you a seat at the table, but communication determines whether your ideas move the organization forward.\u003C\/p\u003E\u003Cp\u003EIn a world of AI, automation, and constant change, the ability to listen, observe, and translate context into action remains our most human\u2014and most valuable\u2014differentiator.\u003C\/p\u003E","summary":"","format":"limited_html"}],"field_subtitle":"","field_summary":[{"value":"\u003Cp\u003EEffective communication is a critical differentiator in supply chain leadership, blending listening, observation, and clear messaging to transform insights into action. This skill is essential for collaboration across complex networks and remains invaluable despite advances in automation and AI.\u003C\/p\u003E","format":"limited_html"}],"field_summary_sentence":[{"value":"Effective communication is a critical differentiator in supply chain leadership, blending listening, observation, and clear messaging to transform insights into action."}],"uid":"27233","created_gmt":"2025-10-23 18:11:00","changed_gmt":"2025-10-27 18:44:58","author":"Andy Haleblian","boilerplate_text":"","field_publication":"","field_article_url":"","location":"Atlanta, GA","dateline":{"date":"2025-10-27T00:00:00-04:00","iso_date":"2025-10-27T00:00:00-04:00","tz":"America\/New_York"},"extras":[],"hg_media":{"678459":{"id":"678459","type":"image","title":"Less Is More: Communication as the Quiet Differentiator in Supply Chain Leadership","body":null,"created":"1761589655","gmt_created":"2025-10-27 18:27:35","changed":"1761590469","gmt_changed":"2025-10-27 18:41:09","alt":"A female supply chain leader attentively listening to a conversation between members of her team on a warehouse floor","file":{"fid":"262487","name":"SplyChainLeaderInWarehouseWithTeam_1536x1024px.jpg","image_path":"\/sites\/default\/files\/2025\/10\/27\/SplyChainLeaderInWarehouseWithTeam_1536x1024px.jpg","image_full_path":"http:\/\/hg.gatech.edu\/\/sites\/default\/files\/2025\/10\/27\/SplyChainLeaderInWarehouseWithTeam_1536x1024px.jpg","mime":"image\/jpeg","size":243077,"path_740":"http:\/\/hg.gatech.edu\/sites\/default\/files\/styles\/740xx_scale\/public\/2025\/10\/27\/SplyChainLeaderInWarehouseWithTeam_1536x1024px.jpg?itok=b99zp-ot"}},"674087":{"id":"674087","type":"image","title":"Chris Gaffney","body":"\u003Cp\u003EChris Gaffney\u003C\/p\u003E","created":"1717067903","gmt_created":"2024-05-30 11:18:23","changed":"1771883375","gmt_changed":"2026-02-23 21:49:35","alt":"Chris Gaffney, Managing Director, Georgia Tech Supply Chain and Logistics Institute","file":{"fid":"257557","name":"chris-gaffney_scl.jpg","image_path":"\/sites\/default\/files\/2024\/05\/30\/chris-gaffney_scl.jpg","image_full_path":"http:\/\/hg.gatech.edu\/\/sites\/default\/files\/2024\/05\/30\/chris-gaffney_scl.jpg","mime":"image\/jpeg","size":129544,"path_740":"http:\/\/hg.gatech.edu\/sites\/default\/files\/styles\/740xx_scale\/public\/2024\/05\/30\/chris-gaffney_scl.jpg?itok=_M0fOBTF"}}},"media_ids":["678459","674087"],"related_links":[{"url":"https:\/\/www.scl.gatech.edu\/news-events\/newsletters","title":"View past SCL newsletters and join our mailing list"},{"url":"https:\/\/www.scl.gatech.edu\/","title":"Georgia Tech Supply Chain and Logistics Institute"}],"groups":[{"id":"1250","name":"Center for Health and Humanitarian Systems (CHHS)"},{"id":"1242","name":"School of Industrial and Systems Engineering (ISYE)"},{"id":"1243","name":"The Supply Chain and Logistics Institute (SCL)"}],"categories":[{"id":"194606","name":"Artificial Intelligence"},{"id":"42911","name":"Education"},{"id":"145","name":"Engineering"}],"keywords":[{"id":"2556","name":"artificial intelligence"},{"id":"194489","name":"scl-spot"},{"id":"167074","name":"Supply Chain"},{"id":"186857","name":"go-gtmi"}],"core_research_areas":[{"id":"39461","name":"Manufacturing, Trade, and Logistics"}],"news_room_topics":[],"event_categories":[],"invited_audience":[],"affiliations":[],"classification":[],"areas_of_expertise":[],"news_and_recent_appearances":[],"phone":[],"contact":[],"email":["info@scl.gatech.edu"],"slides":[],"orientation":[],"userdata":""}}}