How Buzzacott used improv to build confidence and communication across the firm
Buzzacott, the UK's largest single-site accountancy firm, has built a strong internal culture by investing in people. Recognising that technical brilliance doesn’t always come with communication confidence, the firm partnered with improv expert Neil Mullarkey to support its employees and leaders in becoming more confident, present and engaging, particularly when interacting with clients or presenting internally. Through team workshops, individual coaching and conference support, Neil has helped Buzzacott make confident communication part of its DNA.
Buzzacott is a top 30 accountancy firm based near St Paul’s in London. With all 600 employees under one roof, it holds a unique position in the sector and prides itself on being fiercely independent. “We grow our own,” says Catherine Walsh, partner responsible for HR. “Our current chair joined as a trainee. We invest in our people for the long term.”
That investment includes supporting people to develop confidence in how they present themselves. “Our directors are brilliant technically but they might struggle to articulate that brilliance,” Catherine says. “Naturally, they’re nervous when having to present. We wanted to help them – and others – feel more comfortable and compelling.
Making internal events more impactful
Neil Mullarkey first joined Buzzacott as host of its internal firm-wide conference. “He’s my security blanket on the day,” says Catherine. “He works with us for months in advance to shape the content, coach internal speakers and ensure the event runs smoothly.”
Now a fixture at Buzzacott events, Neil brings structure and reassurance as well as humour and connection. “I couldn’t imagine running a conference without him,” Catherine adds. “And we always get great feedback from people who’ve worked with him one-to-one on their presentations.”
Tailored team sessions that build presence
Building on the success of his event work Neil was brought in to run ‘Perfect Your Pitch’ workshops for different teams including HR, business tax, charity and private clients. These sessions, often held at The Comedy Store, focus on how to feel more confident in meetings and client conversations.
Catherine and her team worked with Neil to tailor each session. “We’d identify what each group needed most – handling curveball questions, starting conversations or speaking up with more authority – and Neil would design exercises around that.”
One exercise might involve simply walking into a room and saying hello with intention. “It sounds simple but it’s powerful,” Catherine says. “It helps people find their presence in a room.” The sessions also gave people tools for thinking on their feet and responding naturally rather than relying on scripts.
Some teams were hesitant at first. “There was one session where two senior leaders were clearly dreading it,” she recalls. “But by the end they were fully involved and saying how much they got out of it.”
One-to-one coaching for high performers
Neil has also provided coaching for directors who need help presenting with more confidence. “These are people who are exceptional at their jobs but may have never thought about their personal impact, their gravitas,” Catherine explains. “Neil works with them on simple things: how to breathe, how to pause, how to structure their thoughts.”
The results have been noticeable. “At a recent Partners and Directors meeting, one person who’d had coaching stood up and walked around the room while presenting. That was a big deal. People listened to him in a way they hadn’t before.”
Why an improv approach works
Rather than teaching people to perform Neil helps them become more comfortable with uncertainty and more connected in how they speak. “He creates a psychologically safe space,” Catherine says. “That’s why it works – people aren’t afraid to try something new.”
The techniques are rooted in active listening and responding in the moment. “It’s structured but it helps you flex. That’s what our people need when they’re with clients, especially when something unexpected comes up.”
The impact
More confident communicators: “People walk into rooms differently now. They hold themselves with more assurance.”
Better client interactions: “We’ve seen people handle tough conversations with more ease and clarity.”
Improved internal presentations: “Directors are presenting with more structure and confidence.”
Sustainable change: “These techniques are now embedded in our training and culture.”
Buzzacott has taken a thoughtful approach to supporting its people, not by putting them through traditional presentation training but by helping them feel confident in how they show up. Neil Mullarkey’s improv-based approach has played a key role in making that possible.
As Catherine puts it: “He’s become part of the firm. We trust him, and more importantly, people trust themselves more after working with him.”