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"Understanding what their experience is even before you talk to them [can help you connect with them]. And it sounds bad, but even if you blow it, you're still better off because the other person will see the attempt."
“甚至在和他们讲话前，就了解他们的感受。这点会帮助你和他们建立联系。虽然听起来糟糕，可即使尝试泡汤了，你仍有优势，因为另一个人会看到你的努力。”
