Knowledge is often unevenly distributed between an expert and a service user. The expert knows terminology and systems; the user knows personal experiences and everyday life. If only one kind of knowledge is allowed, conversation may become less precise. Samir experienced this when a technically clear explanation did not address his actual concern. He wanted to understand how the plan would affect work and family. Saying this changed the conversation's direction. The expert asked more questions and related information to his situation. Samir did not necessarily receive a simpler answer, but one he could use. Trust is not built solely by displaying certainty. It can also grow when uncertainty is explained and questions receive space. This does not make all knowledge equally relevant everywhere. Decisions can improve when experience meets professional assessment. A good conversation needs precision and curiosity, accommodating both what the expert knows and what the user needs to understand to participate in everyday life.