This interview is with Jacqueline Twillie, Leadership Officer at ZeroGap.co.

Jacqueline Twillie, Leadership Officer, ZeroGap.co

Jacqueline, can you please introduce yourself and tell us about your professional background?

Absolutely! Hi there! I’m Jacqueline Twillie, a proud Louisiana native currently living in Brooklyn. I’m the founder of ZeroGap.co, where I focus on empowering underrepresented leaders—especially women in male-dominated industries—through leadership development and negotiation strategies.

Over the years, I’ve taught thousands how to confidently negotiate using my L.A.T.T.E. Method, a 5-step framework I created to make even the toughest negotiations feel doable. I’m also a best-selling author of books like Don’t Leave Money on the Table and Dear Resilient Leader, both aimed at helping leaders thrive despite the unique challenges they face.

I’ve had the chance to teach negotiation and storytelling for organizations like Digital Undivided, work with corporate teams like Foot Locker’s BUILD leadership program, and even travel the world hosting leadership events.

One fun fact? I once hosted 20 dinners in 20 cities over 20 weeks for a work project—it was exhausting but unforgettable! Whether I’m teaching, coaching, or writing, my heart is all about helping leaders reclaim their confidence, navigate tough situations, and lead with values.

How did your career path lead you to your current role and expertise in leadership, negotiation, resilience, career, and belonging?

My career path has been a winding journey of discovery, challenges, and growth. I started in sales and business development, where I learned the art of communication, persuasion, and problem-solving. Early on, I realized my passion wasn’t just closing deals—it was helping people unlock their potential, advocate for themselves, and create meaningful change in their lives and careers.

As a woman of color working in male-dominated industries, I faced microaggressions, exclusion, and moments where I felt I had to shrink to fit in. These experiences shaped my perspective and fueled my passion for empowering underrepresented leaders. I wanted to help others not only claim their seat at the table but do so with confidence, clarity, and a deep sense of belonging.

This led me to launch ZeroGap.co, where I’ve been able to combine my expertise in leadership development, negotiation, and resilience. I developed the L.A.T.T.E. Method—a five-step framework that empowers leaders to approach tough conversations with strategy and confidence.

Whether I’m coaching, teaching, or writing, my mission is to equip leaders to navigate challenges, advocate for fair compensation, and foster workplaces where everyone feels valued.

Resilience has been a recurring theme throughout my journey. I’ve learned that setbacks aren’t just obstacles—they’re opportunities to grow and refine our purpose. This belief has guided my work, whether I’m helping leaders navigate tough negotiations, rebuild confidence, or create cultures of belonging.

Today, I draw from my lived experiences to guide others. I’ve taught thousands of leaders, spoken globally, and written books like Don’t Leave Money on the Table and Dear Resilient Leader. My work is rooted in practical, actionable strategies designed to help leaders thrive, no matter the circumstances. Ultimately, my goal is to create a ripple effect of empowered, resilient leaders who drive change and lead with values.

Can you share a pivotal moment in your career where you faced a significant challenge related to one or more of these topics? How did you overcome it, and what did you learn?

Absolutely. One pivotal moment that stands out happened when I was leading a critical client conversation at work, and a colleague aggressively took over. He grabbed the phone mid-call, put it on speaker, and inserted himself into the conversation, effectively undermining me in front of both the client and my peers.

It was humiliating, and in that moment, I felt powerless—like my expertise and credibility were being questioned in real-time. That experience was a turning point for me. Instead of internalizing the frustration, I leaned into self-reflection. I sought out resources to help process what I later recognized as workplace trauma and focused on rebuilding my confidence.

I practiced power phrases—short, confident responses for high-pressure moments—and started writing them out to prepare for similar situations. This simple, yet intentional step not only helped me regain my voice but also inspired the power phrases I now teach in my leadership programs and negotiation workshops. What I learned from that experience was profound.

First, I realized that resilience isn’t about ignoring pain or disappointment—it’s about addressing it, learning from it, and using it to strengthen your approach moving forward. Second, I understood the importance of self-advocacy, even in difficult environments. That experience also deepened my commitment to creating spaces where underrepresented leaders feel seen, valued, and prepared to face challenges head-on.

Now, I use moments like these to teach others how to advocate for themselves, rebuild confidence after setbacks, and lead with clarity and courage. It’s become the foundation of my work because I know how impactful it can be when leaders feel empowered to show up as their best selves—even in the face of resistance.

What strategies have you found most effective in building resilience and maintaining a positive outlook in the face of setbacks or disappointments?

Resilience is a cornerstone of my work and personal growth. I’ve learned that setbacks aren’t just obstacles—they’re opportunities to grow, refocus, and build something greater. Over the years, I’ve developed a mix of strategies that help me stay grounded, maintain perspective, and keep moving forward when things get tough.

1. The R4 Framework

This framework—Risk Assessment, Resilience-Building, Celebrating Rewards, and Resetting—helps me navigate challenges with clarity. When setbacks happen, I break them down, focus on what I can control, and build a plan to move forward. Resetting is key—it reminds me that every day is a fresh opportunity to realign and keep going.

2. Power Phrases

I use short, empowering statements during tough situations to stay composed and communicate confidently. These power phrases have been game-changers for me in moments where I needed to advocate for myself or hold my ground. They’re now a staple in the programs I teach because they help others feel prepared and self-assured.

3. AHA Reflection Framework

This stands for Attitude, Habits, and Actions. It’s my way of checking in with myself—am I keeping a positive attitude? Are my habits supporting my energy and focus? Am I taking small, intentional actions to move forward? This simple reflection tool keeps me aligned during challenging times.

4. Grounding in Values

When things feel uncertain, I lean on my core values: honesty, integrity, and alignment. Staying true to these gives me clarity and peace of mind, even when outcomes aren’t ideal. It’s easier to let go of what’s outside my control when I know I’m leading with values.

5. Celebrating Small Wins

After a setback, I make it a point to celebrate small wins, whether it’s finishing a task or simply showing up. These moments of gratitude remind me of my progress and keep me motivated to keep pushing forward.

6. Leaning on Community

Having a strong support system has been a life-saver. Mentors and trusted peers provide perspective, encouragement, and a reminder that I’m not alone. Sharing challenges with others often sparks ideas and solutions I wouldn’t have thought of on my own.

7. Using My Own Tools

I often turn to the tools I’ve created, like the L.A.T.T.E. Method and R4 Framework, to navigate setbacks. They remind me that I’ve overcome challenges before and can do it again.

What I’ve learned is that resilience isn’t about ignoring the hard stuff—it’s about facing it, learning from it, and using it as a stepping stone.

How can individuals cultivate a sense of belonging within their workplaces, especially in today’s increasingly diverse and remote work environments?

Cultivating belonging in today’s diverse and often remote workplaces is all about intentional actions that make people feel valued, connected, and safe. It’s not just a leadership responsibility—it’s something every individual can contribute to. Here are some key ways to make it happen:

Start With Authenticity

Belonging begins with being yourself. When you bring your values and authenticity to the table, you invite others to do the same. Whether it’s sharing your perspective in meetings or showing your personality in Slack chats, authenticity fosters trust and connection.

Make Time for Real Conversations

Remote work can feel isolating, but small efforts to connect make a big difference. Instead of jumping straight into tasks, take a moment to ask teammates how they’re doing or share a fun story from your week. These small touchpoints create a foundation for stronger relationships.

Celebrate Uniqueness

Diversity is a strength, and acknowledging what makes each person unique can foster inclusion. Whether it’s a coworker’s creative approach to problem-solving or their cultural traditions, take time to recognize and celebrate those differences.

Shine a Light on Contributions

People thrive when they feel valued. A quick shoutout in a meeting or a private thank-you message can make someone’s day and show that their work matters. It’s a simple but powerful way to foster belonging.

Create Safe Spaces

For true belonging, people need to feel safe sharing ideas, asking questions, or even admitting mistakes. As a teammate or leader, encourage open dialogue, embrace vulnerability, and make sure everyone feels heard without fear of judgment.

Foster Curiosity

Show genuine interest in your colleagues. Ask questions about their ideas, goals, or even hobbies. In remote environments, virtual coffee chats or team trivia games can help bridge the distance and build deeper connections.

Take Action for Inclusion

Belonging is more than a feeling—it’s about action. Advocate for policies that support diversity, start team traditions that bring people together, or offer mentorship to someone new on the team. Small, intentional actions lead to big cultural shifts.

At its core, belonging is about creating a workplace where everyone feels they matter and can thrive. By showing up authentically, connecting with curiosity, and making space for others, you’re not just building a sense of belonging—you’re strengthening the entire team.

Negotiation skills are essential for career advancement. Can you share a successful negotiation strategy you’ve used and provide advice on how others can improve their negotiation skills?

Negotiation is such a game-changer for career advancement, and one of my favorite strategies is what I call the L.A.T.T.E. Method—a framework I developed to simplify even the most nerve-wracking negotiations. Let me break it down for you and share how it’s worked for me.

A while back, I was negotiating a partnership deal where the other party was holding firm on terms that didn’t align with the value I was bringing to the table. I leaned on the L.A.T.T.E. Method to stay clear and confident:

Look at the details: I gathered all the relevant information about the deal—my contributions, market benchmarks, and even the other party’s potential pain points. Knowing the facts gave me clarity and confidence.

Anticipate challenges: I thought through their possible objections and had responses ready. This prep work helped me stay calm and assertive when pushback came.

Think about options: I identified what I was willing to compromise on and where I needed to hold firm. This gave me flexibility while still staying aligned with my goals.

Talk it through: During the conversation, I focused on collaboration, not conflict. I asked open-ended questions to understand their perspective and framed my asks as solutions to shared goals.

Evaluate the results: After the negotiation, I reviewed what worked, what didn’t, and how I could improve for the next time.

By sticking to this method, I walked away with a partnership that felt fair and aligned with my value.

Advice for Building Negotiation Skills

Do Your Homework: Knowledge is power. Use tools like Glassdoor or Payscale for salary benchmarks or dig into company insights before you negotiate.

Practice Power Phrases: These are short, confident responses that help you stay calm and collected. For example, “I appreciate that offer. Based on my research, I was expecting something closer to X. Can we explore that?”

Stay Curious: Instead of treating it as a battle, think of negotiation as a collaborative conversation. Ask questions like, “What’s most important to you in this agreement?” to find common ground.

Know Your Worth: Confidence comes from knowing the value you bring. Reflect on your accomplishments and the specific ways you’ve made an impact.

Be Willing to Walk Away: Sometimes the best move is knowing when to step back. If the terms don’t align with your values or goals, it’s okay to pass.

Negotiation isn’t about being aggressive—it’s about being prepared, confident, and clear on your goals. The more you practice, the easier it gets.

What advice would you give to someone who feels stuck in their career and is seeking to make a change or transition into a new field?

1. Start With Reflection: Take a step back and ask yourself, what’s really making me feel stuck? Is it the work itself, the environment, or the lack of growth? Then dig deeper: What lights me up? Think about the moments when you’ve felt truly fulfilled or proud of your work. Clarity about where you’ve been and what you want will guide your next move.

2. Assess Your Transferable Skills: You probably have a lot of skills that can translate to other fields—you just need to recognize them. For example, if you’re great at problem-solving or managing teams, those skills are valuable across industries. Take stock of your strengths, and don’t underestimate how much your experiences can transfer to a new space.

3. Explore and Research: Before diving into something new, spend time researching the field you’re interested in. Connect with people in those roles on LinkedIn, listen to podcasts, or attend industry events to get a sense of what it’s really like. Sometimes just hearing someone else’s journey can inspire your own path forward.

4. Upskill With Intention: If the transition requires new knowledge or certifications, start small. Take an online course, attend a workshop, or even volunteer in that field to get your feet wet. It’s not about becoming an expert overnight—it’s about gaining enough confidence to take the next step.

5. Build Relationships, Not Just a Network: The best opportunities often come from relationships, not random job boards. Reach out to people in your target field and ask for a quick coffee chat or virtual meeting. Be genuine in your curiosity, and don’t be afraid to ask for advice or insights. People love sharing their experiences!

6. Take Small, Strategic Steps: Change doesn’t have to happen all at once. You can test the waters by freelancing, consulting, or working on a side project in the new field. These smaller steps let you build experience and confidence while still having a safety net.

7. Trust the Process: Transitions are rarely linear, and that’s okay. It’s normal to feel unsure or even scared, but don’t let that stop you. Every step you take—no matter how small—brings you closer to where you want to be. Trust yourself, and remember, it’s never too late to pivot.

Feeling stuck doesn’t mean you’re failing; it’s often the nudge you need to realign with your purpose. Change takes courage, but it’s also where growth happens. Take it one step at a time, and don’t be afraid to rewrite your story. You’ve got this!

Leadership styles vary greatly. What do you believe are the most important qualities of an effective leader, and how can individuals develop these qualities within themselves?

What makes a great leader? Here’s what I’ve learned. Leadership, for me, is about showing up authentically, staying curious, and inspiring others through my actions. It’s not about being perfect—it’s about constantly growing and evolving.

Here are four key areas I focus on:

1. Knowing Myself (Self-Awareness)

I’ve learned that great leadership starts with understanding who I am and how I impact others. I regularly take time to reflect on my actions—How did I handle that situation? What could I have done differently? It’s not about beating myself up but being intentional about growing. Feedback has also been a game-changer for me. Asking trusted people for their perspective has helped me see blind spots I didn’t even realize I had.

2. Reading the Room (Emotional Intelligence)

Emotional intelligence is one of the most powerful tools in my leadership toolkit. It’s helped me stay calm under pressure, build stronger relationships, and create trust. When I’m in a tough situation, I pause and ask myself, What’s the best way to respond here? I’ve also found that practicing active listening—really hearing what people are saying—makes all the difference. It shows others you care and helps you understand what’s really going on beneath the surface.

3. Keeping It Clear (Clarity and Communication)

I’ve seen how much clarity matters. People want to know where they’re headed and how their work fits into the bigger picture. Before I communicate, I always ask myself, What’s the main point I want them to take away? I’ve found that being clear and straightforward builds trust and alignment, which leads to smoother collaboration.

4. Staying Flexible (Adaptability)

If there’s one thing I’ve learned, it’s that things rarely go as planned. Flexibility has been key for me as a leader. When something unexpected happens, instead of getting stuck on what went wrong, I ask myself, What’s the opportunity here? That mindset has helped me stay open to new solutions and keep moving forward, even in challenging situations.

Listen, Leadership is a journey, not a destination. I don’t have it all figured out, but I focus on progress over perfection. By showing up authentically, being intentional, and staying open to growth, I’ve been able to inspire others and lead in a way that feels true to who I am. And that, to me, is what great leadership is all about.

As you reflect on your career journey, what advice would you give your younger self about navigating the complexities of the professional world and achieving both personal and professional fulfillment?

Looking back on my career journey, the advice I’d give my younger self is simple: Trust yourself, and don’t be afraid to take up space. The professional world can feel overwhelming, especially when you’re navigating complexities like finding your voice in male-dominated spaces or balancing ambition with self-care.

I’d tell my younger self to embrace challenges as opportunities for growth and to always lead with values. There will be moments when things don’t align, and that’s okay—it’s a sign to pause, reflect, and pivot toward what feels right. I’d also say to focus on building relationships, not just a network. The connections that matter are the ones rooted in mutual respect and shared goals.

And when it comes to personal and professional fulfillment, remember: success is about more than titles and accolades—it’s about living a life that feels aligned with who you are. Girl, you’re allowed to redefine success on your own terms.

Thanks for sharing your knowledge and expertise. Is there anything else you’d like to add?

I’d just like to say that navigating leadership, negotiation, and resilience isn’t about being perfect—it’s about being intentional and staying true to your values. Whether you’re advocating for yourself, leading a team, or working through challenges, the key is to show up authentically and keep learning along the way.

I truly believe that everyone has the power to lead with impact, no matter their circumstances. And if there’s one thing I want to leave you with, it’s this: Don’t underestimate the value you bring to the table. Advocate for it, stand firm in it, and never be afraid to own your story. If you’re ever looking for additional tools or strategies, I’m here to support you. Let’s thrive together!