727: How to Show Up Authentically in Tough Situations, with Andrew Brodsky

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Mar 31, 2025

Andrew Brodsky, an award-winning professor and virtual communications expert at the University of Texas at Austin, discusses navigating authenticity in tough situations. He explores how authenticity can vary in virtual settings and emphasizes that clarity and empathy are key. Brodsky shares insights on using communication mediums, suggesting that sometimes audio or text can be more effective than video. He also highlights how minor mistakes can make leaders more relatable and how vulnerability enhances connections during challenging conversations.

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ANECDOTE

Better.com Layoff

During the COVID pandemic, Better.com's CEO laid off 900 employees via a Zoom call.
His emotional delivery and self-focused remarks went viral, highlighting the downsides of virtual layoffs.

INSIGHT

Self-Focus in Virtual Communication

Virtual interactions can make people self-focused, hindering perspective-taking.
The lack of physical presence makes it easy to prioritize personal feelings over the audience's experience.

INSIGHT

Authenticity Paradox

Authenticity in virtual communication is paradoxical: richer mediums seem authentic but risk emotional leakage.
Surface acting, pretending to have a different emotion, is common but risky on video.

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Andrew Brodsky: Ping

Andrew Brodsky is an award-winning professor, management consultant, and virtual communications expert at the McCombs School of Business at The University of Texas at Austin. He is an expert in workplace technology, communication, and productivity, and serves as the CEO of Ping Group. He is the author of Ping: The Secrets of Successful Virtual Communication*.

We’ve all heard the well intended advice that having interactions in person is always best. And that being as close to perfect as possible is ideal. Turns out, not always. In this conversation, Andrew and I explore how adapting to the context of tough situations can help you show up in a way that’s helpful for the other party and for you.

Key Points

In virtual interactions, what feels authentic to you may not seem authentic to the person you’re interacting with.
While video is best for being present, it may not be best when your underlying emotions could leak into a situation.
Surface acting helps us all land with the other party more authentically. Audio only can help this land better.
If using a less rich medium to communicate (i.e. email instead of a conversation) it’s helpful to explain why you made that choice.
People who appear perfectly competent may not be as likable. Consider surfacing blunders that aren’t central to the core expertise of your work.
We often default to the medium that works best for us. Consider what will land best with the other party.

Resources Mentioned

Ping: The Secrets of Successful Virtual Communication* by Andrew Brodsky

Interview Notes

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