This document discusses best practices for talking to and listening to users. It recommends not pitching, polling, leading, jumping to conclusions, or accepting affirmations without validation when talking to users. The document emphasizes listening to understand users' true unmet needs and digging deeper than what users say to understand reality and hidden benefits. It warns that biases are impossible to avoid but should be acknowledged and kept in check. The overall goal is to have open and meaningful conversations with users to gain insights for intuitive product design.