Dr. Mark Goulston is the author of "Just Listen," the top book on listening in the world. His most recent book is "Talking to Crazy: How to Deal with the Irrational and Impossible People in Your Life." He is founder and co-CEO of the Goulston Group, a business advisory and training company, co-founder of Heartfelt Leadership, founder of the campaign, Healing the World, One Conversation at a Time, and chief learning officer of the POP Protocol that trains law enforcement and civilians to prevent escalation during police pullovers. A former UCLA professor of psychiatry and FBI and police hostage negotiation trainer, he contributes to Harvard Business Review, Huffington Post, Business Insider, Fast Company, Psychology Today and is Senior Editor at C Suite Quarterly Magazine. He is an expert resource in human behavior appearing widely on television and quoted frequently in print including the New York Times, Los Angeles Times, Wall Street Journal, Fortune, Forbes, Time, and Newsweek.