Running a successful business often feels like a delicate balancing act. Between perfecting operations, embracing recent technologies, and strategizing for growth, leaders have enough to juggle. For some of us, it’s even a thrill to see how we can push the boundaries of optimization—tweaking systems or testing the latest tech to find that edge.

But there is one system that often doesn’t get the attention it deserves: the human system. It’s not shiny like a new CRM or measurable like a streamlined workflow, but it is the linchpin of your company’s success. Dr. Steve Swaverly, a neuropsychologist and founder of Evolution Leadership Coaching, put it best during a recent conversation. “The foundation of a thriving business isn’t just cutting-edge technology or seamless operations,” he said. “It’s genuine, human-centered connections that fuel communication, teamwork, and culture.”

His words hit home. If you’re focusing on optimizing every other part of your business but neglecting your people, you’re missing a key opportunity for growth.

The Three Systems Every Business Relies On

Dr. Swaverly uses a simple but powerful framework to explain why some businesses succeed while others falter. He finds three critical systems at play in every organization: the technical system, the operating system, and the human system.

Technical Systems include the tools, software, and processes that streamline daily tasks.

Operating Systems refer to workflows, procedures, and frameworks that define how things get done.

Human Systems encompass the people who bring the technical and operating systems to life.

Most businesses invest heavily in the first two—new software to boost efficiency, updated workflows to cut waste—but they often neglect the human system. That’s a mistake, Swaverly warns. “When businesses struggle, they focus on the technical and operating systems but overlook the human system. And that’s where things tend to fall apart.”

This oversight is especially glaring when it comes to leadership. Far too often, employees are promoted into management roles without receiving any formal training in people skills or team dynamics. They’re set up to fail in a critical role because businesses prioritize processes over people.

If you want a thriving, resilient company, it’s time to give your human system the same focus and investment as your technical and operational ones.

The Cost of Disconnection in the Digital Age

Technology has transformed the workplace, no question. Tools like Slack, Zoom, and project management platforms have revolutionized how teams collaborate—especially in remote or hybrid environments. But this shift hasn’t come without consequences.

Dr. Swaverly calls it the “disconnection effect.” “Technology has driven this movement to no longer work in an office anymore,” he explains. “People have disconnected from those small, everyday moments like water cooler chats or casual hallway conversations.”

These informal interactions were once the glue of workplace culture. They helped colleagues build trust, resolve minor issues on the spot, and form personal bonds that made teams stronger. Without them, relationships grow surface-level, trust erodes, and communication suffers.

This isn’t just anecdotal. According to Buffer’s 2023 State of Remote Work report, 23% of remote workers feel lonely—a statistic that directly affects productivity and morale. (Source: Buffer’s 2023 Report).

As relationships weaken, so does communication. And when communication breaks down, the ripple effects are felt throughout the business. Processes get misinterpreted, quality slips, and team cohesion dissolves. Or, as Dr. Swaverly puts it, “The best communication happens when the relationships are positive.”

Why Communication is the Lifeblood of the Human System

We all know communication is critical to business success. But what’s often overlooked is how deeply communication relies on relationships. Dr. Swaverly explains: “When relationships suffer, communication suffers. That affects how well processes and procedures are followed, and ultimately affects the quality of the product.”

The research supports his point. Gallup found that employees with close friends at work are seven times more engaged than those without. (Source: Gallup). Another study from Deloitte shows that companies fostering collaboration report higher overall performance. (Source: Deloitte).

When teams communicate well, everything else—productivity, innovation, customer satisfaction—falls into place. It’s not just about processes or tools. It’s about people trusting and valuing each other enough to speak openly, share ideas, and work toward common goals.

Four Ways to Strengthen the Human System in Your Business

The good news? Investing in your human system doesn’t require a total overhaul. It’s about small, intentional changes that prioritize connection, communication, and care. Here are four practical steps to get started:

1. Recognize Different Communication Styles

Not everyone approaches work—or relationships—the same way. Dr. Swaverly highlights a continuum where people tend to be either achievement-oriented (focused on tasks and results) or affiliation-oriented (prioritizing relationships and collaboration). Recognizing where your team members fall can help you avoid misunderstandings and foster stronger connections.

When you tailor your approach to align with someone’s natural style, you validate what motivates them. This makes them feel seen, valued, and respected—key ingredients for building trust.

2. Use the Four Key Communication Skills

According to Dr. Swaverly, effective communication boils down to mastering four skills: explaining, listening, asking questions, and directing. The trick is knowing which one to use in a given situation.

For example, if a team member feels frustrated, the worst thing you can do is dive straight into giving directions. Instead, pause to listen and ask questions. Addressing emotions first creates space for collaboration and reduces friction.

3. Reintroduce Face-to-Face Moments

Even in a remote world, face-to-face interactions matter. They recreate those all-important “water cooler moments” that build trust and camaraderie.

Consider hosting quarterly team retreats, encouraging camera-on meetings, or creating opportunities for in-person gatherings. These don’t have to be elaborate or frequent—the key is creating spaces where people can connect as humans, not just coworkers.

4. Personalize Your Appreciation

A little thoughtfulness goes a long way. Whether it’s a handwritten thank-you note, a small gift, or a personal acknowledgment during a meeting, these gestures show people they matter.

Dr. Swaverly shares a story about a manager who kept a drawer full of handwritten notes from employees. “Those notes meant more to me than any formal recognition,” he recalls. Thoughtful touches like these remind people they’re valued and make a lasting impression.

The Business Case of Prioritizing People

At the end of the day, what sets successful businesses apart isn’t their technology or efficiency—it’s their ability to create a culture where employees feel seen, valued, and motivated. Investing in your human system builds trust, strengthens communication, and lays the foundation for long-term growth.

So, as you think about the systems driving your business, don’t overlook the most important one of all: the human system. When you nurture positive relationships and foster open communication, you create an environment where everyone—employees, clients, and leaders—can thrive.

Need help making this shift? Join one of our upcoming Q&A sessions or schedule a one-on-one consultation with The Expressory. Let’s work together to strengthen the relationships that drive your success.