It is when we hear or see something that doesn’t make sense – something “crazy” – that a crucial fork in the road is presented: push forward, even more forcefully, into that which we initially can’t process; or take the other path, the one to guaranteed failure.

[…] when we’re most ready to throw our hands up and declare “They’re crazy!” is often the best moment for discovering Black Swans that transform a negotiation.

–Never split the difference, p.232