In Episode 13 of Operations Excellence, Mark O’Donnell welcomes back Joann Yarrow of Distinctive Voices for a conversation that blends leadership, communication, and performing arts into one practical playbook for showing up with impact.

Together, they unpack why great communication isn’t just about speaking clearly, it’s about active listening, asking better questions, and building trust in the first few minutes. Joann shares how her background as a theater director shapes her approach to coaching executives, helping leaders amplify their authentic voice, align their energy with their vision, and communicate in a way that truly lands.

They also dig into what it takes to grow a business with intention: finding your unique value, translating big ideas into a plan, leveraging partnerships (including Joann’s work with Syracuse Stage), and staying resilient when things don’t go perfectly.

If you’re a leader, entrepreneur, or builder in a fast-changing environment, this episode is a reminder that presence is a skill, listening is a competitive advantage, and culture grows through connection.

In this episode:

• Why “communication” starts with listening, not talking
• How tone, body language, and nonverbal cues shape meaning
• Joann’s “director vs. coach” approach to executive presence
• Trust-building, sales as service, and asking better questions
• Failure as a technical issue, not a moral one
• Partnerships, community growth, and Syracuse’s next chapter