The more empathetic the listeners, the more helpful they are. The more paternalistic or moralistic, the less so. In South Africa during the 1980s it was extremely difficult to balance the need for symbolic and moral support for the oppressed with the need to listen in an empathetic way to all parties, because of the moral outrage and the pressure to isolate the apartheid government. There were not many who achieved this. Yet, those who were successful in achieving this balance proved it is possible and helpful.
Outsiders can play a very important role in facilitating proper listening.
The Media Peace Centre of the National Peace Secretariat encouraged communities in conflict to talk on video camera. This video was then shown to their adversaries and their reactions were again recorded and shown to the first group. Thus they began listening to each other, which was impossible to achieve in any other way. Real listening remains the most important tool in breaking down stereotypes and preventing further conflict. Fourthly, outsiders make a significant impact by providing training in relevant skills.