True, but listening to people when they are being calm and reasonable does help them feel validated. Ignoring them when they are being radical or violent works the same as with a toddler throwing a tantrum, and shows them you won't validate that behavior with a response.

They were heckling the free speech protesters, so they welcomed them on stage. When the two sides heard each other, they realized they had more in common than they thought. That was the message I took from this.