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when people get into a difficult discussion, feelings are inevitably involved. these include frustration, arrogance, indifference, anger, helplessness, anxiety and so on.
read from the straits time de recruit session.

so just to summaries the whole passage, normally when there is a problem, like even family agruement, the problem is usually not solved as the "participants" tend to use fright, flight or freeze. the feelings are neglected and feelings are often mis-interpreted. so we must try to understand and put ourselve in the other party's shoes.

"people will forget what you said, people will forget what you did, but people will never forget how you made feel." by Maya Angelou.

inspired ba? =))