I think there's an analogue in dealing with customer service as well. Folks who are better communicators and all that often get their interests best protected when dealing with rogue employees at companies that did some unsavory shenanigans that need to be undone by the customer. I've been delegated these customer service call tasks from my family members because they don't have the ability to ask the right questions and drill in and get answers and actions from others as fluently as I.