Elevating Communication in Arts & Entertainment

Written by Beata Chami. Watch the companion Recorded Webinar: Elevating Communication in BC’s Arts & Entertainment Industry.

Film sets, theatres, production studios, live music venues and festival grounds. These are all environments where crews move quickly, collaborate intensely, and carry the emotional weight of deadlines, expectations, and performance pressure.

In workplaces like these, the ability to communicate with clarity and care is not merely an interpersonal skill, it is a safety consideration. This article explores practical communication behaviours that crews and leaders across British Columbia’s arts and entertainment sector can apply to strengthen communication, reduce risk, and support well-being at work.

Effective communication begins with understanding ourselves; how we respond under pressure, how our tone lands, and how our behaviour affects others. It is the interplay between self-awareness and awareness of others that allows us to develop emotional intelligence.

The concept of emotional intelligence, introduced by psychologist Dr. Daniel Goleman, refers to a set of interpersonal and intrapersonal capabilities that shape how we work, lead, and relate to others.¹ Research consistently shows that emotional intelligence plays a key role in recognizing psychological risk, preventing conflict, and supporting healthy, high-functioning teams, particularly in high-pressure, people-facing environments.²

Emotional intelligence is commonly understood through five interconnected elements:

When applied together, these five elements shape how leaders and crew members make decisions, navigate tension, and support one another in demanding situations.

Woven throughout emotional intelligence is a skill many of us assume we already possess yet often underestimate: listening.

A useful litmus test is to ask yourself: “When was the last time I felt genuinely listened to? What did the other person do, either through their posture, tone, pace, or presence, that conveyed their attention?”

In the arts and entertainment sector, effective listening plays a critical role in de-escalating tension during conflict, identifying concerns early before they escalate, building trust across crews and departments, and improving decision-making under pressure.

Listening behaviours to consider:

Even with strong emotional intelligence and listening skills, communication can be tested when emotions are high or when someone may be struggling with their mental health at work.

In these moments, having a simple, structured approach can make a meaningful difference. The 4S Framework (See, Say, Support and Self-Care) offers practical guidance for navigating sensitive conversations in a way that is respectful, human-centred, and sustainable for everyone involved.

Notice behavioural or mood changes by paying attention to expression, tone, pace, withdrawal, and non-verbal cues such as body language. For example:

Use calm, non-judgmental language to ease into the conversation and create a neutral, approachable starting point. Timing and environment matter; consider choosing moments when the individual can speak comfortably and safely, such as after a busy part of their shift has passed, and engage in a private space where the conversation cannot be overheard.

Focus on objective observations, not assumptions. For example, instead of saying “you look depressed…”, consider:

Normalize help-seeking and offer options for workplace and community supports. If the individual does not appear receptive, respect their boundaries and avoid pushing support. The goal is to encourage help-seeking on their own terms and at their own pace.

If you sense hesitation, consider asking how you might be supportive, allowing the individual to identify what would be most helpful to them.

Resource awareness is essential at this stage. Helpers should stay informed about available supports, including Employee & Family Assistance Programs, Calltime Mental Health, The AFC, BounceBack BC, Here to Help, Mind Your Mind, the KUU-US Crisis Line, 9-8-8, and other relevant community resources.

After engaging in these conversations, pause and check in with yourself:

Helpers without clear boundaries risk absorbing others’ distress and becoming more vulnerable to occupational impacts such as burnout and secondary trauma. Practicing self-care protects both the individual offering support and the workplace as a whole.^4,5

Whether you’re calling a show, managing front-of-house operations, coordinating load-out crews or directing performances, your voice and how you listen, regulate, and respond, has a notable impact on others.

Workplaces that invest in training their teams in these communication behaviours consistently experience fewer conflicts, stronger decision-making, improved morale, and more resilient safety cultures.^6,2 Even small adjustments in language and presence can meaningfully shift culture, cohesion, and safety outcomes.

As British Columbia’s arts and entertainment industries continue to evolve, human-centred communication remains one of the most powerful and practical tools we have for keeping people safe, engaged, and well at work.