AI meets EQ: The importance of human communication in a tech-shaped world

If AI is the future of work, communication is the future of leadership. That was the big idea behind a recent BetterUp webinar featuring Pulitzer Prize-winner Charles Duhigg (author of Supercommunicators) and Jolen Anderson, BetterUp’s Chief People & Community Officer, as they discussed the impact of artificial intelligence (AI) on communication in the workplace. Packed with insights and actionable recommendations, their conversation was a strategic guide to using AI effectively while leaning into the empathy, trust, and human touch that define exceptional leadership.

Here are the top takeaways from this masterclass in human-centered leadership. 

AI is a communication tool

Duhigg, who spent six months embedded with OpenAI and Microsoft, explains that, used wisely, AI can boost empathy, help decode tone, and even soften a stiff email. But it can’t read the room, ask the hard questions, or build trust. That’s where supercommunicators come in.

He used the example of his wife, a professor. With her finger ready to hit “send” on a curt email reply to a student who was trying to wriggle out of her final, she turned to ChatGPT instead. AI helped her slow down, edit with empathy, and open the door to a deeper connection. “AI can give us back the time and space to be our most empathetic selves,” says Duhigg. “Used wisely, it helps us show up as better humans.”

Remote work demands real connection

The virtual world isn’t going away, and neither is the risk of disconnection among distributed teams. Duhigg offered three habits every team should build:

• Overemphasize politeness. Kindness scales. Sarcasm doesn’t.
• Make small talk. Intentional chit-chat builds bridges.
• Practice ostentatious listening. Repeat back ideas. Call people in. Make listening visible.

Openness shifts the mindset

To help foster a full embrace of AI, leaders must create space for experimentation, acknowledge fears, and model responsible use. As Duhigg put it, “The most valuable part of AI is the person holding the tool.” And that’s why both Duhigg and Anderson agreed that leaders must name their fears, not bury them. Talking openly about AI’s role in the day-to-day work builds trust and helps teams move forward with less resistance. When leaders model openness and show their own uncertainty, they invite others to do the same—and that’s how real adaptation happens.

Deep questions lead to deeper connections

One takeaway to use tomorrow? Ask better, more penetrating questions. These are the moments where connection begins. Not just “How are you?” but “Why did you choose this role?” or “What’s been on your mind lately?” Ask questions that invite reflection, show curiosity, and build real connection. That’s how trust is built, empathy is earned, and performance is unlocked.

Because in the end, as Anderson put it, communication isn’t just a soft skill. It’s a strategic advantage. And becoming a supercommunicator isn’t about perfection, it’s about presence, practice, and the discipline to listen more than you speak.

Communication closes the gap

The conversation left leaders with a clear charge: AI is here to stay, and it can help you be better at your job, but it can’t lead people. Real leadership means asking deep questions, proving you’re listening, and knowing the difference between a transactional exchange and a meaningful one. The habits that matter, like kindness, presence, and authenticity, are all the more powerful and important in a tech-shaped world.

As AI continues to evolve, communication remains the superpower that fuels trust, resilience, and performance. BetterUp is here to help you wield it so your people can thrive, your culture can grow, and your strategy can stay one step ahead.