Open any social media app these days, and an uncanny feeling might come over you as you scroll: Is any of this even real?

As an Account Manager, I have the pleasure of working closely with clients to discuss needs, tackle challenges, and outline strategies to reach our goals. In the process, we naturally get to know each other as people as well as professionals. 

Taking the time to build an authentic relationship between a vendor-partner and a client team may seem like a luxury—especially now that L&D leaders are more time-pressed and short-staffed than ever—but we can't afford not to make that connection. 

It makes for a more enjoyable partnership and creates opportunities for camaraderie and shared experiences (and plenty of inside jokes), but it’s also the cornerstone of a strong team that works to solve problems, innovate, and measure its impact. 

We’re balancing two truths in our work: 

1. We love emerging technologies and the opportunities they present to create and scale high-value learning and skilling experiences, and
2. Human qualities like empathy, trust, creativity, and caring are the foundation of our lives, teams, and craft, and deserve our focus and attention.

We call these uniquely human qualities the “unpromptable” (Check out a two-minute video explanation of the unpromptable by CEO Danielle Hart). As AI continues to evolve and expand its presence in our lives and work, we’ll need to intentionally cultivate the unpromptable with our partners and team members. Here’s how I approach it in my role.  

Cultivating the Unpromptable: A Strategy for L&D Partner Trust

From the first meet-and-greet with a new client-partner to the most spontaneous follow-up message, each point of contact is an opportunity to show care. When we’re attentive to the relationship, we gain the possibility to detect any misalignment in expectations, communication styles, or ways of working—and act proactively to resolve and realign.

• Note the details. Conversations with clients are full of what I call “action triggers,” or opportunities to go above and beyond. That begins with a simple act of care: keeping track of details that a new client-partner shares about what matters most to them: their kids, their pets, a milestone work anniversary on the horizon, and so on. 

I make it a habit to remember these details to better understand their passions and motivations and simply keep up with what’s new in their lives.

• Be fully present. The urge to multitask is real—and in the moment, it seems that a quick look away couldn’t hurt. But when we look away from the meeting window for even a moment, it’s easy to miss a key piece of the conversation. 

When I’m meeting with a client-partner, I hide my messaging app, close my email, and switch my phone to silent mode. The fewer tabs, the better! The less there is to catch your eye, the less chance there is to get distracted.

• Use AI tech to help you tune in. Bring your most trusted AI transcribing partner to meetings with you. This practice might sound counterintuitive, but the idea is not to help you zone out. Instead, as your AI partner transcribes, you are freed from taking detailed, word-for-word notes. Instead, you can use the freed bandwidth for creative thought and spontaneity.  

In case a client-partner isn’t comfortable with being recorded (common with folks who work in highly regulated industries), I add a note to the meeting invite that I’d like to record the call. This advance notice offers them the option to decline. It also helps me prepare by inviting a colleague who can help me take notes—and flag when a client wants to interject with a question or comment if I’m presenting.

• Use AI tech to listen actively. Certain AI transcribers offer the option to ask them questions as they transcribe. If you didn’t catch part of the conversation or aren’t sure you understood, a quick search will bring you up to speed. 

I discovered this functionality early, when I was onboarding into my current role. I was shadowing my supervisor on a call and, at one point, I wasn’t sure if the topic of translations had been broached. I did a quick search of the transcription in progress—and sure enough, it hadn’t come up. 

I took the opportunity to ask the client-partner about the target language for their learning solution, which turned out to be a pivotal moment in the conversation: English was not the target language as we’d assumed.

L&D Unpromptability in Action: A Human-AI Partnership

Unpromptable isn't a passive state; it's a collection of continuous actions. And as shown above, AI can be a great partner—but it should never be left unsupervised. 

We talked earlier about responding to the action triggers that arise in conversations with client-partners. Here’s an example of how AI can support our unpromptability by helping us ask better questions. 

Imagine this scenario: After an initial conversation with a new client-partner, you’re missing a few details to help you scope a project. 

Use the Transcript

Instead of setting up another meeting, why not (literally) check the transcript? Use the output of your AI transcriber to zoom in on specifics about the project timeline, budget, and performance needs that arose in conversation. Once you locate the pertinent part of the transcript, watch the video for: 

• The facts (of course!)
• Hotspots: When does your client-partner’s tone and pace sound most energetic? When do they appear or sound stressed? These will give you clues about what your client-partner is most enthusiastic about, and where their stressors lie. 
• Time spent: How much time is devoted to each topic? What is glossed over, and what is discussed in detail? Topics that occupy more conversational real estate are likely to be more comfortable, more interesting, or more challenging. In short, they’re clues as to what keeps your client-partner up at night. 
• What With low-quality “AI slop” constituting over 50% of online content and even our team workflows, it’s no wonder that we’re craving the human touch in our personal and professional lives.  said: What was talked around or skipped over entirely? Omissions provide insights about unknowns, fears, and possibly taboos. Digging into these questions will require great sensitivity and unpromptability.At SweetRush, we believe that real, meaningful human connection isn’t born out of a prompt. Instead, it’s built on trust, which grows and gets stronger through shared experiences. 

Equipped with all this information, you’re ready to reach out via email using your own unpromptable style. Build on what you heard and check your understanding of the facts and the nuances, e.g., “If I heard you correctly, the project timeline is the main priority.” Then anticipate needs and offer options. 

In short: Being attentive, responsive, and willing to change the status quo is key to the health of the relationship. AI can help us hone our listening skills and host better, more insightful conversations, but listening, offering options, and ideating are all unpromptable. 

Closing the Loop: Reliability, Transparency, and Accountability

Let’s close with three values at the core of our human unpromptability: reliability, transparency, and accountability. 

Unlike unsupervised AI, humans are guided by our ethics and values. When we embody those values every day and in every situation, we demonstrate our reliability and commitment. 

When an error or oversight occurs, acknowledging the mistake is just the first step. No one likes to hear bad news. But when we share an authentic relationship and a track record of success, it’s much easier to work through. When we’re willing to raise the flag, we show up with honesty and transparency…and get ahead of the problem proactively. 

Looking for a partner who brings these unpromptable values (and more) to the table? Reach out to share your vision for transforming your organization and future-prepping your people with a winning learning and talent strategy.