Jonah Berger

And the reason why is that concrete language shows listening, right?

Because if someone says something, you say, I can help with that.

It's not clear to them whether you heard what they said and care about what they said, or it's just a phrase you use all the time, right?

When we call customer service, you know, after we sat on hold for 15 minutes, they jump on and very nicely say, oh, we care about your business.

and then leave you to be on customer hold for another 20 minutes.

And so just because someone says that they care doesn't mean that they do.

But concrete language shows caring, right?

Because for somebody to be able to use that language, they have to have heard what you said, understood what you said, and be able to show you that they listen.

And that's really key, right?

Listening is not just about the actual act of hearing or understanding.

It's also to get the benefit of it.

It's about showing other people.

and concrete languages is really useful in showing others.

Thank you very much for the kind words.

I mean, I'm not one of those people that everybody goes, oh, they're so charismatic.

Or we all have folks in our own lives where we think they're amazing communicators.

When they talk, everybody listens.

But one question is, well, why do people listen when that person talks?

What does that person do that makes people listen?

And so I talk a little bit about the language of Donald Trump.