TheCconnects: Good day, Usman. Thanks for joining us today. Your journey from engineering to leading a transformative training firm is truly compelling. Could you start by sharing how your career path evolved from crunching numbers to facilitating growth through soft skills training?
Usman Khan: Thank you for having me! My journey has been anything but linear. I began my career as an engineer, deeply immersed in technical problem-solving and analytics. Yet, early on, I observed that the most successful professionals weren’t just technically brilliant, they had a remarkable ability to connect, inspire, and lead. This realization sparked my curiosity about human potential and eventually led me to the world of training and development. I joined PROTOCOL, a company founded by my mother Kauser Khan, whose vision to bridge the soft skills gap in corporate settings truly resonated with me. Over time, I transitioned from an engineering mindset to becoming a certified corporate trainer, and now, as Managing Director, I have the opportunity to oversee operations, drive program innovation, and empower our clients to thrive. It’s been a rewarding shift from circuits to conversations!
TheCconnects: That’s an inspiring evolution. It’s clear that your technical background still influences your approach, particularly when it comes to problem-solving and measurement. Speaking of influences, who has had the biggest impact on your career and leadership style?
Usman Khan: Without a doubt, seeing my mother and her passion towards training has been the most significant influence in my professional journey. Her relentless pursuit of excellence, and ability to transform mindsets have set a high benchmark for what training can achieve. I have also drawn learning and inspiration from some of the people I have been fortunate to interact with, be it my teachers at school or clients that I am fortunate to interact with.
TheCconnects: You mentioned transforming mindsets, which brings us to the challenges you’ve encountered. Transitioning from a technical role to a people-focused one isn’t easy. Could you talk about some of the toughest obstacles you’ve faced and how you overcame them?
Usman Khan:. One of the hardest challenges was adapting from a structured, predictable engineering environment to the fluid and often unpredictable world of human behaviour. In the beginning, I struggled with reading the room and adapting my communication style to different personalities. I tackled this by immersing myself in learning opportunities, attending workshops, reading extensively, and even shadowing experienced trainers. This immersion not only built my confidence but also enriched my ability to connect with diverse groups.
Another significant hurdle was scaling PROTOCOL as demand for our training grew. As we expanded our team, it was vital to maintain the personal touch that defines our approach. We addressed this by hiring trainers who shared our core values and by implementing a rigorous feedback loop. This ensured that every training session remained customized, impactful, and true to our mission.
TheCconnects: That emphasis on feedback and personalization is crucial. Reflecting on your experiences, what’s the most valuable lesson you’ve learned throughout your career?
Usman Khan: The biggest lesson I’ve learned is that soft skills are the ultimate equalizer. While technical expertise might open the door, it’s communication, empathy, and resilience that keep you inside and help you thrive. I’ve also learned the power of listening. At PROTOCOL, our approach is not just to teach but to truly listen to our clients’ needs and tailor our programs accordingly. This client-centric focus has been instrumental in building trust and delivering measurable results.
TheCconnects: Listening truly is a superpower. In today’s digital-first world, many brands find themselves grappling with authenticity. How do you see this challenge, and what can organizations do to stand out in the digital noise?
Usman Khan: The digital era has brought both vast opportunities and significant challenges. Brands today are inundated with information, and everyone is fighting for attention. The key challenge is authenticity, delivering a message that resonates with real human experiences amid the digital clutter. Many companies also struggle with rapid technological shifts, such as AI-driven communication and the demands of hybrid work environments. The winners in this space will be those who prioritize genuine human connection over flashy gimmicks and remain agile enough to pivot with the changing landscape. At PROTOCOL, we equip our clients with practical tools, from mastering digital etiquette and virtual presentations to decoding body language, that are essential in a world where digital interactions are the norm.
TheCconnects: That’s a refreshing approach, melding technology with the human touch. Could you elaborate on how PROTOCOL’s programs specifically address these modern challenges?
Usman Khan: Absolutely. Our programs are built around the principle that effective communication is the foundation of any successful team. We offer a range of workshops that cover everything from soft skills training and leadership development to behavioural workshops designed for today’s digital environment. For example, our leadership development sessions focus on equipping managers to inspire remote teams, fostering an environment where digital communication doesn’t dilute the personal connection. Our training involves interactive role-plays, real-time coaching, and hands-on scenarios that help participants apply skills immediately. This pragmatic approach not only addresses the immediate challenges of virtual teamwork and screen fatigue but also instils a lasting behavioural change that drives long-term success.
TheCconnects: That practical, results-oriented focus really sets you apart. Now, on a more personal note, what do you do to unwind and recharge when you’re not in “training mode”?
Usman Khan: I’m a firm believer in maintaining a work-life balance. Fitness plays a big role in my routine. I’m also an avid reader, especially of books on psychology, leadership, grooming and etiquette which continually inspire me to think about human dynamics in new ways.Traveling and experiencing different cultures not only recharges me but also enriches my understanding of people from diverse backgrounds. These activities fuel my creativity and keep me grounded, which ultimately enhances my work.
TheCconnects: It’s great to see someone so committed to both personal and professional growth. Shifting gears a bit, could you share a memorable success story from PROTOCOL that exemplifies the impact of your work?
Usman Khan: One success story that stands out is from a project we did with a logistics firm that was struggling with internal silos and communication breakdowns. We designed a six-week training program that focused on enhancing collaboration, conflict resolution, and clear communication. By the end of the program, the company experienced a 45% reduction in project turnaround time, and employee surveys indicated a marked improvement in team morale. I still remember one manager saying, “I didn’t realize how much we were holding back until we learned how to truly talk to each other.” Moments like that, where tangible changes manifest as a direct result of our training, reinforce the value of our work.
TheCconnects: That’s a powerful testament to the impact of your approach. With such measurable success, how do you ensure that the benefits of your training programs aren’t just temporary but have a lasting impact?
Usman Khan: We’re very data-driven in our approach. Before starting any program, we conduct thorough baseline assessments using surveys, role-plays, and direct feedback to understand the existing gaps. During the training, we closely monitor engagement and adapt our methods in real time. Post-training, we follow up at regular intervals, 30, 60, and 90 days, to measure behavioral shifts and improvements in metrics such as productivity and employee retention. This continuous evaluation ensures that our interventions are not only effective in the short term but also sustainable over time.
TheCconnects: That level of rigor really makes a difference. Looking forward, what trends do you see shaping the future of soft skills training, especially as technology continues to evolve?
Usman Khan: I believe emotional intelligence will take centre stage. People are increasingly seeking leaders who can understand and empathize with their teams rather than just manage them. Virtual reality is another trend that excites me, it has the potential to simulate complex, real-world scenarios for training in a safe, controlled environment. And as hybrid work models become the norm, skills like digital leadership and adaptability will become indispensable. We’re already experimenting with bite-sized, on-demand learning modules that cater to the busy schedules of today’s professionals. The future will be about blending innovative technology with a human-centred approach to create truly immersive learning experiences.
TheCconnects: It certainly sounds like the future of training is both exciting and challenging. For aspiring entrepreneurs looking to make their mark in this industry, what would be your top piece of advice?
Usman Khan: My advice would be to stay obsessively connected to your ‘why.’ It’s easy to get bogged down by the logistics of running a business, but if your passion is truly about uplifting others, that will be your most powerful differentiator. Invest in yourself continuously, keep learning, whether it’s about new training techniques, emerging technologies, or simply understanding your clients better. And don’t underestimate the value of relationships. Building a network of trusted clients, peers, and mentors creates a foundation for sustained growth. Remember, authenticity and a commitment to making a positive impact will always set you apart in this competitive space.
TheCconnects: Wise words indeed. Before we wrap up, is there anything else you’d like to share about PROTOCOL’s vision or your personal journey that we haven’t covered?
Usman Khan: I’d just like to emphasize that at PROTOCOL, our mission is simple: we believe that soft skills are not just an add-on, they’re the engine that drives success. Whether it’s improving workplace communication, building leadership capacity, or enhancing personal confidence, our goal is to unlock the true potential of every individual. My journey from an engineer to a corporate trainer taught me that the human element is irreplaceable, and it’s this belief that continues to drive our work every day.
TheCconnects: Thank you, Usman, for this in-depth conversation. Your journey, from technical beginnings to becoming a catalyst for personal and professional transformation, provides invaluable insights for our readers. Your blend of practical strategies, genuine passion, and adaptability in the digital age sets a remarkable example for all of us.
Usman Khan: It’s been a pleasure sharing my story. I hope our discussion inspires others to embrace continuous learning and to value the human side of business. At PROTOCOL, we’re always ready to support anyone looking to unlock their potential. Let’s keep this conversation going and continue striving for excellence.
TheCconnects: Thank you once again, Usman. We look forward to following your continued success and witnessing the positive impact of your work on professionals and organizations alike.
You can connect with Usman Khan on LinkedIn here
