Almost all JWs have some form of emotional trauma somewhere in their past. My trauma was almost a decade old and I had buried it deep down. When my brother (raised around JWs) expressed a sincere interest in becoming a JW, I was excited to help him. He, not being weighed down by GB rules on apostate material, researched the heck out of JWs the same way he does everything else. He came to me with so many questions, but with a sincerity for the truth.
The trauma I had experienced so long ago resurfaced and something clicked. I realized that I couldn't help him to become a JW until I answered questions that I had suppressed so many years ago.
The take away for me is that many JWs have seen or experienced injustice in the congregations. Asking questions that help them think can cause past experiences to resurface and open them up to questioning their beliefs.