On page 120, the book states "For example, few of us take the time before responding to accusations or criticisms to understand the emotions and experiences that must have fueled them or to search beneath their surface for what our opponent must have actually meant."
Many of use, myself included, can be prone to those kind of reactions. When faced with an accusation or a criticism our first reaction is to jump on the defensive when in reality our initial reaction should be to search for the real reason for the accusation or why it is being brought to our attention. The majority of the time, by reacting in this correct manner, it will save a lot of time and energy wasted on unnecessary conflict and promote more effective work and personal conduct.
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