"Because listening has the opposite effect of arguing. Arguing closes people down. Listening slows them down. And then it opens them up. When someone feels heard, he relaxes. He feels generous. And he becomes more interested in hearing you. "
http://blogs.hbr.org/bregman/2011/02/arguing-is-pointless.html
http://blogs.hbr.org/bregman/2011/02/arguing-is-pointless.html
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