Communication is more than just talking—it's the key to building trust, credibility, and influence. For bookkeepers, who often navigate complex financial language and client relationships, strong communication skills can be the difference between being seen as a data processor or a trusted advisor.
In an episode of The Successful Bookkeeper Podcast, Ruth Milligan—founder of Articulation and curator of TEDxColumbus—shares powerful insights about how professionals, especially technical experts like bookkeepers, can elevate their communication and expand their influence.
One of Ruth’s foundational principles is that speaking is inherently social. It’s not a performance delivered into a void—it’s an interaction. Great communication requires feedback, self-awareness, and a willingness to adapt.
“Speaking requires feedback. We have to listen to ourselves. We have to listen to each other and give feedback in order to get better. Speaking is social.”
For bookkeepers, this means actively seeking out ways to improve communication, whether it’s through client conversations, team meetings, or presentations. Practicing in isolation can help with clarity, but growth comes from dialogue and real-time reactions.
One of the most common pitfalls technical professionals fall into is using industry jargon that confuses rather than clarifies. Ruth introduces the concept of “threshold concepts”—ideas that once understood, change how we think and communicate. One such threshold is realizing that expertise is only valuable when it's understandable.
Bookkeepers often deal with terms like "reconciliation," "liabilities," or "cash flow projections." While these might be second nature to you, your clients may feel overwhelmed or intimidated by them. The key is translating these concepts into everyday language that connects with your client’s experience and goals.
Try this: Instead of saying “You’re in a negative cash flow position,” you might say, “You’re spending more money than you're bringing in each month—let's look at why and what we can change.”
Milligan talks about “shaded habits”—those subtle communication patterns that can erode our credibility or confidence without us even noticing. Filler words (“um,” “like,” “you know”), uptalk (ending sentences like questions), or overly fast speech can all detract from the message.
The first step in correcting these is awareness. Ruth recommends recording yourself during a meeting or presentation and listening back—not to criticize, but to observe. This self-awareness opens the door to stronger, clearer, more intentional communication.
Pro tip for bookkeepers: Try recording a voice memo while explaining a tricky concept like profit margin or tax deductions. Then play it back. Would a non-bookkeeper understand you? Are there filler words or confusing phrasing you could clean up?
Introverts often feel at a disadvantage when it comes to speaking up, especially in group settings or client meetings. But Ruth is quick to point out that confidence isn’t about being loud—it’s about being prepared, present, and clear.
Breath control is a practical tool here. Taking slow, deliberate breaths before responding reduces filler words and helps maintain composure. Similarly, rehearsing key points in advance can help introverts show up with quiet authority.
Remember: You don’t have to be charismatic to be compelling. You just have to be clear and authentic.
While AI tools can be helpful for preparing notes or drafting scripts, Ruth cautions against overreliance. Tools that summarize or interpret your voice notes may misrepresent your meaning. Always double-check and revise for accuracy, tone, and intention.
This is especially relevant for bookkeepers sending client updates or financial summaries. A quick, automated transcription might miss the nuance you want to convey. Taking time to review and rewrite ensures your message is not only accurate but genuinely helpful.
Another key takeaway from Ruth’s interview is the importance of clear, declarative writing—especially in emails. Bookkeepers often need to educate clients, request documents, or clarify numbers. Being precise and concise saves time and builds trust.
Avoid overloading messages with details. Instead, aim for short, actionable sentences. Think in terms of "what do they need to know" and "what do they need to do."
Bookkeepers don’t need to become public speakers to build influence. But by becoming more aware of how we speak, write, and explain, we can build stronger relationships, reduce misunderstandings, and elevate our role from number crunchers to strategic partners.
Ruth Milligan’s guidance reminds us that influence isn’t about flair—it’s about intention. Clear, confident communication starts with listening to ourselves, understanding our clients, and showing up with empathy and clarity.
For more great content, check out The Successful Bookkeeper Podcast!