" This is why Dr. Gonzalez-Morkos doesn’t jump into treatment issues right then. Instead, she takes time to be emotionally present with her patients and families during the difficult initial meetings. It’s not enough, she says, for her merely to hear them out. She has to get what they’re going through, and they need to get that she gets it. Dr. Gonzalez-Morkos says, “Being emotionally present is about saying what you feel—giving it a name. If you don’t label it—for example, anxiety or fear—then the families don’t think you get it. It’s important that they feel emotionally understood. If not, you’re just talking. You’re not connected. "

― Mark Goulston , Real Influence: Persuade Without Pushing and Gain Without Giving In