" you probably know a lot less than you think you do about the people you want to reach, whether they’re new in your life or people you’ve known forever. That what you think you know may be very wrong. And that reaching these people doesn’t just mean opening their minds to you. It also means rewiring yourself so you can see these people as they really are. "

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