I 100% agree. And one of the tricks I believe for this to work is that the first step is listening. And when you're tempted to talk, don't. Listen more. Ask que

I 100% agree. And one of the tricks I believe for this to work is that the first step is listening. And when you're tempted to talk, don't. Listen more. Ask questions in the vocabulary they're using if you want clarification, but primarily just keep listening. Because that is how you figure out what it is they actually care about.