" Becoming defensive or counterattacking simply reinforces the idea that you think these people are wrong and unimportant (and stupid), which amplifies their mirror neuron gap and fuels their fire. When you make a counterintuitive move and encourage them to talk, you do the opposite: You mirror respect and interest, and they feel compelled to send the same message back. "

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