Is warmth an effective strategy for disarming hostility?

Most people are pretty bad at having difficult conversations. We don't get much practice--the internet makes sure that we mostly see content from people we agree with. When we do see opposing viewpoints, it's usually in the form of hateful comments. But when Dylan Marron started receiving a deluge of online abuse in response to his viral video series, he did the opposite of what most people do. He gave his detractors a call. Photo credit: Mindy Tucker.

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