Empathy and listening as core skills

How to turn complexity into connection through clear communication.

Communication in high-stakes moments isn’t about saying more — it’s about connecting better. For Jonathan Berek and Phil Polakoff, the most effective communicators don’t rely on jargon or performance. They rely on empathy, listening, and stories that resonate.

Both longtime Stanford Medicine leaders, Berek and Polakoff have spent their careers translating complex, emotional, and often urgent health issues for patients, colleagues, and the public. And they’ve learned that the message only lands when it’s delivered at the right level, with the right intention. “Know your audience,” Berek says, describing the importance of “leveling” — communicating in language that meets people where they are, without talking down or over their heads.

For both Berek and Polakoff, listening is the foundation. “The two most important skills in communication are empathy and listening,” Berek explains — not as soft skills, but as the core mechanics of trust. Polakoff agrees, pushing for directness and clarity: “I like a yes or a no. I don’t like ambivalence or ambiguity.” And when it comes to being memorable, he’s relentless about simplicity: “Think bold, start small.”

In this episode of Think Fast, Talk Smart, Berek and Polakoff join host Matt Abrahams to examine what great communicators actually do: prepare deeply, speak concisely, listen with intention, and use storytelling to bring others along. Because as Berek puts it, “People feel the emotion when they see a story,” and emotion — paired with clarity — is what turns information into impact.

Episode Reference Links:

• Phil Polakoff
• Jonathan Berek

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Chapters:

• (00:00) - Introduction
• (03:11) - Raising Awareness For Women’s Cancer
• (04:08) - Redefining Health Beyond Disease
• (05:30) - Why Storytelling is Essential
• (07:30) - What Makes a Story Memorable
• (09:07) - Advice for Better Communication
• (10:08) - Making Complex Ideas Accessible
• (10:56) - Speaking at Your Audience’s Level
• (12:19) - Listening & Empathy
• (13:01) - Improving Communication with Improv
• (14:30) - Communication for Collective Change
• (17:09) - Mentorship & The Big Picture
• (18:20) - The Final Three Questions
• (21:44) - Conclusion

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