What if the way we talk to people is the thing that most shapes whether they feel heard, valued, and understood?

In this episode of What’s Possible, Ilene Schaffer sits down with communication scientist and author Dr. Haesun Moon to explore the extraordinary power of ordinary words, and how small shifts in language can transform coaching, leadership, and everyday human connection.

Dr. Moon shares insights from her groundbreaking research, including:

• Why rapport isn’t something you build, it’s something you preserve
• How complaining reveals what people value and want to protect
• The difference between describing and explaining, and why descriptions unlock connection
• How to tune into “dreams and dreads” to understand what truly matters to others
• Practical coaching tools like calibration, formulation, and preserving language

Whether you’re a leader, coach, HR professional, or anyone longing for deeper communication and stronger relationships, this episode offers a fresh, research-backed approach to connecting with others in a fast-moving world.

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This show is produced and edited by the team at Palm Tree Pod Co.