We who lived in concentration camps can remember the men who walked through the huts comforting others, giving away their last piece of bread. They may have been few in number, but they offer sufficient proof that everything can be taken from a man but one thing: the last of human freedoms - to choose one's attitude in any given set of circumstances - to choose one's own way.
Things have to be made to happen in a way you want them to happen. Without management, without the intervention of organized willpower the desired result simply cannot be obtained.
Really listening and suspending one's own judgment is necessary in order to understand other people on their own terms. As we have noted, this is a process that requires trust and builds trust.