A Proven Hack to Master (Almost) Any Conversation

In the whirlwind of modern work, where every conversation can shape the trajectory of a project, a relationship, or even a career, communication is no longer a soft skill - it’s THE skill. Yet, how often do we stumble, over-explain, or ramble? 

What if there were a simple way to keep your message clear, concise, and impactful every time? That’s where the “What, So What, Now What” framework comes in. Think of it as the Swiss Army knife for communication. It’s versatile, reliable, and works in nearly every scenario, whether you’re pitching an idea, giving feedback, or answering a tough question in a high-stakes meeting.

Let me share how this tool can transform the way you communicate. But first, let’s talk about why structure matters in communication.

Why Structure Matters in Communication

Imagine walking into a room and hearing someone share an idea that meanders without direction. You struggle to follow, you tune out, and the message is lost. Now picture someone else presenting with precision, every point flowing logically into the next. You stay engaged, and their ideas stick with you.

That’s the power of structure. It doesn’t just organize your thoughts - it helps your audience absorb, retain, and act on them.

Here’s why structure is a game-changer:

• Clarity: A roadmap eliminates confusion, helping your audience understand exactly what you mean.
• Retention: Structured messages stick. Our brains are designed to remember information that’s presented in a logical sequence.
• Persuasion: Point-by-point reasoning makes your argument more compelling and easier to follow.
• Efficiency: Streamlining your message saves time and mental energy for everyone.
• Reduced Anxiety: A framework provides a safety net. You know what to say and how to say it, so you’re less likely to stumble. 

I want to share with you a simple framework that serves as your blueprint for clear and impactful communication. It’s called the “What, So What, Now What” framework. Originally introduced by Terry Borton in 1970 and later expanded upon by Driscoll in 1994, this model has been adapted for use in a variety of professional contexts.

The Framework Explained

 At its core, the framework asks three simple questions:

 1. What? – Define the facts, situation, or context. What’s happening, and what does your audience need to know?

 2. So What? – Explain why it matters. What’s the relevance or implication for your audience?

3. Now What? – Outline the next steps or actions. What should they do with this information?

Let’s dive into real-world scenarios to see how this plays out.

How to Use the Framework

1. Introductions

Introductions set the tone. Whether you’re introducing a person or an idea, your words should create clarity, spark interest, and build anticipation.

Imagine introducing a keynote speaker at a leadership summit:

• What: “It’s my honor to introduce Julian Ng, a global leader in sustainability who has pioneered carbon-neutral business models in some of the world’s most challenging markets.”
• So What: “Julian’s work doesn’t just inspire - it provides a blueprint for how businesses can thrive while protecting our planet. His insights are timely as we rethink our own impact.”
• Now What: “Let’s give Julian our full attention as he shares how we can all lead with purpose.”

 Here’s how you might introduce a new initiative during an all-hands meeting:

• What: “Today, I’m thrilled to unveil our new cross-department mentorship program.”
• So What: “This initiative will not only fast-track career development for junior employees but also help senior leaders sharpen their coaching skills - a win-win for growth and collaboration.”
• Now What: “Keep an eye out for an email later this week with sign-up details. I can’t wait to see the connections this creates!”

2. Answering Questions

Questions often put you in the spotlight, especially during interviews or leadership Q&As. Using the framework keeps your answers sharp and purposeful.

Imagine being asked during an executive meeting: “How will we adapt to the recent market changes?”

• What: “We’ve identified three priorities: diversifying our product line, strengthening partnerships in emerging markets, and investing in advanced analytics.”
• So What: “These steps will position us to mitigate risks, capture new revenue streams, and stay ahead of competitors.”
• Now What: “Our leadership team will share detailed plans next week. For now, we welcome your feedback on what we might be missing.”

Or during an interview for a management role, you’re asked: “What makes you a great leader?”

• What: “In my current role, I led a team that increased operational efficiency by 25% within a year by implementing lean processes.”
• So What: “This taught me how to inspire collaboration and deliver results under pressure - skills I’d bring to your organization.”
• Now What: “I’d love to hear about the specific challenges your team faces and discuss how I can contribute to solving them.”

3. Giving Feedback 

Feedback, when delivered poorly, can create defensiveness or resentment. This framework ensures your message is constructive and actionable.

Imagine addressing a team member who consistently misses deadlines:

• What: “I noticed that your last two project deliverables were submitted several days late.”
• So What: “This created bottlenecks for the rest of the team and delayed our overall timeline.”
• Now What: “Let’s set a clear schedule for the next phase, with progress check-ins every Monday. I’m here to support you if challenges arise.”

Or you’re coaching a peer who tends to dominate team discussions:

• What: “During our last meeting, I noticed you spoke for most of the discussion, leaving little room for others to share.”
• So What: “This dynamic can stifle creativity and make others hesitant to contribute, which impacts the team’s decision-making.”
• Now What: “Next time, try waiting for three others to speak before jumping in. I think this will create a more balanced and productive conversation.”

Takeaway 

The next time you’re faced with a presentation, tough question, or need to deliver feedback, reach for this simple framework. With a clear structure guiding your message, you’ll find it easier to communicate effectively, no matter the situation. And what’s more, you’ll make it easier for your audience to process and remember.

So, what’s your “Now What”? It’s time to try this framework for yourself. Whether you’re leading a team, pitching a product, or answering a tough question, you’ll be equipped to make your words count.

In your corner, 
ANK