This is a common type of concern and the best way to address this is to have a specific ask (theme/feature/topic) you’d like to get feedback on.nnIf things get off track, you can simply say that this is not related to the discussion. Second, you’ll be surprised by how much at ease you can get them if you make a simple phone call before the VoC is done. Literally, pick up the phone, introduce yourself, talk about the process, and ask whether they’ll be interested in being part of it. People are usually vocal and candid when they’re behind a computer and need that first rant. If you call them, it’s an opportunity for them to vent, get your acknowledgment, and join the VoC much more relaxed and feeling heard.