" After Ned recovers from his momentary shock at your self-awareness and humility, he’ll nod in agreement or even say, with an awkward smile, “You sure did.” At that moment, the advantage shifts to you. Why? Because Ned’s mentally agreeing and aligning himself psychologically with you. In other words, without knowing it, he’s actually beginning to say “yes.” Once you score this agreement (“Yes, I agree that you blew it!”), it’s time to use the Fill in the Blanks approach from Chapter 21 to build on the moment by saying, “And the point where I went too far and the deal points I failed to address were ———————— "

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