" Of course, every few years you may be shocked when someone responds to your question “Do you really believe that?” with a very firm “yes.” If so, be reachable yourself and listen to what the person has to say. A person who’s brave enough to say “yes” to this question, and to stick by that answer, probably has some legitimate issues and will be happier and more productive if you iron those issues out. "

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