A Simple Communication Mistake to Avoid; Harvard Business Review, 4/8/11

Peter Bregman, Harvard Business Review; A Simple Communication Mistake to Avoid:

"The solution is simple: When you have a strong reaction to something, take a deep breath and ask yourself a single question: what's going on for the other person?

Then, based on your answer, ask yourself one more question: What can I do or say that will help them?"