The Power of Improv in Leadership: Boosting Culture & Resiliency

Overview:

In a powerful episode of Live with Sondra, Gatemaster Technology’s CEO Sondra Shannon sat down with Heather Barnes, Founder & CEO of Improv @ Work LLC, for a compelling conversation on how improvisational techniques can transform leadership, team culture, and overall workplace resiliency.

Insights from This Live

“Yes, and” doesn’t mean agreeing—it means acknowledging.
Heather distinguishes between blind agreement and meaningful acknowledgement, an essential skill in leadership communication.
Vulnerability builds stronger teams.
Sondra and Heather agreed that today’s most effective leaders are those who can show humanity, acknowledge mistakes, and foster psychological safety within their teams.
Inclusivity begins with communication.
The episode stressed the importance of creating space for diverse voices, encouraging disagreement as a path to deeper understanding, and recognizing that leaders must actively listen to truly connect with their teams.
Improv techniques make culture-building intentional. From reframing feedback to expressing gratitude meaningfully, Heather shows how even small shifts in language and tone can reshape organizational culture.
Leadership is shifting toward empathy.
The session explored how women in leadership—often judged by different standards—can use authenticity and emotional intelligence as strengths rather than conforming to outdated corporate norms.

5 Notable Quotes:

“Even your world’s worst employee is doing something right—how do we find that and build a relationship around that?”
– Heather Barnes
“People like people who agree with them—that automatically puts you in a common space.”
– Sondra Shannon
“If you want them to listen to what you’re saying, they have to like you and trust you first.”
– Heather Barnes
“The improv mindset is something that’s helped me say “Yes, and” I can do this… I can believe in myself.”
– Heather Barnes
“How do we create safe spaces for others to fail? Because it is essential.”
– Heather Barnes

Improv @ Work’s Approach

Heather Barnes has built Improv @ Work LLC around the idea that the workplace should be an inclusive, dynamic environment where people feel seen and heard. Through workshops, training programs, and keynote speaking, her company helps organizations apply the core principles of improvisation—like adaptability, active listening, and co-creation—to build stronger teams and boost resilience.

Heather’s Preferences and Technology

Though improv is often seen as a “soft skill,” Heather makes it clear it’s a powerful system supported by strategy and data. She integrates improv methodologies into modern leadership training, often using interactive tech tools and live roleplaying scenarios. Her personal love of mysteries, escape rooms, and puzzles reflects her innovative approach to problem-solving and learning through play.

Sondra’s Perspective:

Sondra Shannon brought her own leadership experience into the discussion, sharing how her journey included overcoming imposter syndrome and evolving from an authoritative leadership style to one rooted in trust and emotional connection. Her passion for innovation and people-first leadership set the tone for an authentic and enlightening conversation.

Improving Guest Experience:

As Sondra pointed out, guest experience starts behind the scenes—with empowered, supported staff. By implementing improv techniques, businesses can foster teams that communicate more clearly, respond more effectively under pressure, and build more meaningful guest interactions. A great guest journey begins with an empowered employee journey.

Creating Memories and a Guest-Centric Culture:

The session also explored how memory-making is a key part of attractions-based businesses. Whether it’s through engaging employees in improv-based hiring auditions or cultivating emotional connection in leadership, Heather’s strategies help create cultures where memorable experiences happen organically, for guests and employees alike.

Gatemaster’s Guests’ Appreciation and Value:

Heather and Sondra both emphasized the importance of honoring guests as individuals and treating every interaction as an opportunity to create a connection. With the right internal culture, frontline employees can be equipped to deliver exceptional service that not only meets expectations but exceeds them.