Is it possible we’ve been going about conversation the wrong way our entire lives? All too often, when we chat with a friend or colleague, we walk away feeling unheard, misunderstood, or confused. Luckily, research offers some clues about why we’re so prone to missteps – and how we can all get better. Dr. Sanjay Gupta speaks to conversation expert and journalist Celeste Headlee about the power of listening and then heads to the hospital where some of the most difficult conversations happen every day. We hear from Dr. Rana Awdish, who heads up a program to help doctors lead with empathy when talking with their patients. 
 To learn more about how CNN protects listener privacy, visit cnn.com/privacy