Session Recap: The Confidence Cocktail™: 3Cs to Command Any Room

Tess McGoldrick, Senior Director Product Enablement, Lighthouse, HSMAI Sales Advisory Board Member 

This article is a summary of Karen Laos’s presentation at the recent HSMAI Commercial Strategy Conference.  

Why This Matters 

Poor communication isn’t just uncomfortable, it’s a trust killer. Sixty percent of employees cite it as the primary reason they don’t trust leadership, and 64% say poor communication during change caused them to lose trust entirely. For hospitality commercial leaders navigating constant change, the ability to communicate with confidence isn’t a soft skill. It’s a competitive advantage. 

Key Insights 

1. Confidence is a cocktail, not a personality trait. Karen’s frameworkcenters on three ingredients: being Clear, Compelling, and Credible — with Courage as the base. The goal isn’t to become someone different; it’s to remove the habits that dilute your presence. Start by rating yourself 1–10 on each ingredient to identify your blind spots. 
2. Delivery can undermine great content. Fifty-five percent of communication is body language, 38% is vocal quality, and only 7% is the actual words. If you rush, people tune out. If you shrink physically, people question your authority. Hands above the table, weight evenly distributed, elbows slightly away from your torso. Thesearen’t small details, they signal whether the room should listen to you. 
3. Minimizing language quietly signals self-doubt. Phrases like “I might be wrong, but…” or “I’m no expert, but…”aren’t humility, they’re credibility leaks. Swap them for direct alternatives: “Here’s what I’m seeing,” “I recommend,” or “Here’s my vote.” The shift feels small and lands very differently. 
4. Clarity is a gift to your audience. BLUF — Bottom Line Up Front — applies to everything: presentations, emails, conversations. Lead with your point, then support it. Avoid the data dump. Know what you want the other person to do or feel and architect your message around that outcome.

Next Steps & Resources 

• Build your Celebration Portfolio: list your wins from the last 6–12 months and read them aloud. It’s a practical tool for silencing self-doubt before high-stakes moments.
• Craft your PPU Introduction (Personal, Professional, Unique) and get it to 30 seconds. Practice it until it’s automatic.
• Pick up Karen’s book Trust Your Own Voice or find her podcast Ignite Your Confidence for continued practice.