" So when you encounter problem people, realize that there’s a reason they’re behaving the way they do. It may be a new problem: a health scare, money problems, or job pressures. It may be a long-term problem: anxiety about not being good enough for a job, anger at not being respected, fear that you don’t find them attractive or intelligent. And, yes: It may be that they’re actually just jerks (but they’re usually not). Open your own mind and look for the reasons behind the behavior, and you’ll take the first step toward breaking down barriers and communicating with an “impossible” person. "

― Mark Goulston , Just Listen: Discover the Secret to Getting Through to Absolutely Anyone