“Progress depends on the ability to engage with people whose perspectives differ from our own.” We recently spoke with Jennifer Mandel, a member of Reservoir’s Advocacy and Alliance Network, about what it means to communicate across differences — and how that plays out in health care. Jennifer has deep experience aligning different perspectives to advance health care, creating mutually beneficial partnerships with internal and external stakeholders and elevating organizational impact.
This interview has been edited for clarity and brevity.
Q: What best practices are you employing to craft messages to connect with a broad range of stakeholders?
JM: Ultimately, effective stakeholder communication requires humility, a willingness to learn and the recognition that lived experience is a form of expertise. First, find ways to balance any power dynamics, because the stakeholders doing the on-the-ground work are the experts. Relationships often get muddled because people are afraid to upend power dynamics, but those working in communities need to be trusted.
Second, taking time to listen is essential. Messages that resonate cannot be developed in a vacuum. They should be informed by the perspectives, priorities and lived experiences of those they are intended to reach. It is also critical to pressure test messages with trusted partners who have deeper insight into the community. Their feedback helps validate that the messaging is respectful, authentic and relevant.
Q: When communicating about health, what does “meeting people where they are” mean to you?
JM: Meeting people where they are means recognizing that the same message doesn’t work for everyone. Health information is more likely to resonate when it’s delivered in ways that reflect the community’s language, culture and lived experiences, and is endorsed by people they already trust.
During the COVID-19 pandemic, for example, an advocacy group in Maryland created an “abuela” (grandmother in Spanish) avatar to share vaccine information with Hispanic American communities in a familiar, culturally meaningful way. Efforts like this, along with outreach from trusted community leaders, helped make the information more relatable and credible.
It’s important to connect with the people seeking health care, and often that requires non-traditional messengers in addition to those delivering the care.
Q: How are you communicating about flashpoint health care issues?
JM: It is important to ground health communications in science and data but share it in ways that are clear, relatable and easy to understand. The goal is to inform, not overwhelm. We need to think about how we drown out the misinformation and bring forward trusted messengers from beyond the health care community: our educators, our social workers, our clergy.
Q: How are you approaching compromise in a way that doesn’t deviate from your core mission and values?
JM: Everyone deserves a seat at the table. Even when stakeholders disagree, it’s important to bring people together and create space for open, respectful dialogue. Progress happens when diverse perspectives are heard and valued, even if the paths forward look different.
The first step is aligning on a shared goal — a common North Star. While there may be differences in approach, keeping that shared purpose front and center helps guide the conversation. Meaningful progress often happens through small, incremental steps taken together. By staying grounded in shared goals and mutual respect, stakeholders can move forward in ways that build trust and create lasting impact.