So the next time you see pain, the next time you don’t understand, the next time you find yourself on the defensive, just try talking and listening. The listening part is the most essential bit. No e-mail, no texts, no dictations of action based upon organizational procedures that are the product of group-think. Just ask, and than listen, and listen again, and keep on listening.

Life in four minutes – “If We Could See Inside Others Hearts”
http://www.youtube.com/watch?v=Wl2_knlv_xw