Communicating from the Heart: Reflections from the Advanced Learning Institute Conference

At the Advanced Learning Institute Conference in Nashville, I joined communications leaders from across the country, exploring how storytelling and strategy help shape connection, trust, and change in today’s fast-moving environment.

PHOTO: Director of Public Affairs Shaheen Solomon speaks on the panel “From Transactional to Transformational: Making Communications Matter,” inspiring communicators to move beyond updates and create meaningful connections that drive trust and impact.

Last week, I had the opportunity to attend the Advanced Learning Institute Conference: Innovating Internal Communications to Navigate Uncertainty and Drive Change, which was held in Nashville, Tennessee the week of September 30, 2025. It was an inspiring few days surrounded by communication leaders from across the country — all focused on how to lead through disruption with focused transparency and clarity, authenticity, and purpose.

PHOTO: I enjoyed taking notes and understanding about the importance of communicating up during times of change. Insightful.

We heard from organizations that are setting the bar for internal communications — including the University of Colorado, St. Jude Children’s Research Hospital, FedEx, Dell Technologies, Caterpillar Inc., and American Family Insurance. Each shared real-world strategies for reaching people in meaningful ways — especially when navigating uncertainty and change in fast-moving and often unpredictable environments.

PHOTOS: Communications leaders from across the country shared their expertise during the panel “From Transactional to Transformational: Making Communications Matter,” including professionals representing the University of Colorado, St. Jude Children’s Research Hospital, Spitfire Communications, Tennessee Valley Authority, FedEx, Dell Technologies, Caterpillar Inc., and American Family Insurance. Together, they explored how strategic storytelling and empathy can turn information into inspiration and transform how organizations connect with their people.

Work sessions throughout the week focused on topics like rethinking how we communicate through change, crafting people-first strategies, and building trust through consistent, transparent messaging. The key takeaway was simple but powerful: communication must do more than inform — it must inspire action and connection.

I was honored to serve on the panel, “From Transactional to Transformational: Making Communications Matter.” Alongside other leaders and communications experts, I spoke about the shift from “checking the box” to creating real impact — transforming communication into a tool that builds trust, drives collaboration, and strengthens. I shared how in my own journey — across agency life, community-based storytelling, and government communications — I’ve seen firsthand the difference transformational communication can make. It’s not just about what we say, it’s about how we say it and how people feel after receiving it.

Participating in this panel reminded me just how much I enjoy connecting with peers, sharing experiences, and learning from others who are shaping the future of this field. Communications is always evolving, and the connections I made at the conference reminded me why I love this work. They reignited my excitement to keep sharing my story through panel discussions and speaking engagements — opportunities to talk about building strong, people-centered communications across every setting, from local communities to agencies and city government.

The discussions were open, insightful, and rooted in real challenges we all face as communicators. It was refreshing to hear so many voices focused on the same goal — helping organizations and communities stay connected through times of change.

Nashville was the perfect backdrop for this conference. It’s a city built on storytelling, and that spirit carried through every conversation and workshop. I left with new insights, creative approaches, and a renewed sense of purpose — ready to bring those lessons back to my current role.

At the heart of it all, communication is about connection. When we lead with purpose, tell stories that matter, and keep people at the center, we don’t just inform — we transform.

A Few Thoughts That Guide My Work

Over the years, I’ve learned that the most effective communication isn’t about saying the perfect thing — it’s about saying the real thing. Whether I’m speaking to residents, working with my team, or representing the City of South Fulton, here are a few principles I live by when it comes to leading with empathy and heart:

1. Start with people, not talking points. Before you communicate, think about who you’re talking to and what matters to them. When people feel seen and understood, they’re more open to hearing what you have to say.

2. Listen to understand, not to respond. Real communication starts with listening. Sometimes the most powerful thing you can do is pause, absorb what’s being said, and respond with intention instead of instinct.

3. Be transparent — even when it’s tough. Honesty builds trust. You don’t always have to have every answer, but people will respect you for being upfront and genuine about what you do know.

4. Lead with empathy, not ego. Empathy opens doors that authority can’t. It’s about connecting with people on a human level, especially in times of uncertainty or change.

5. Simplify the message, amplify the meaning. People remember stories, not statements. Strip away the jargon and focus on what’s real, what’s human, and what moves the heart as much as the mind.

6. Celebrate collaboration. Great communication is rarely a solo act. Bring others into the story — colleagues, partners, and the community — because shared voices create stronger impact.

7. Always find the story within the story. This has become one of my personal mantras. Every message has layers — the facts, the emotion, and the meaning behind it. When you find the deeper story, that’s where connection happens.