COACH: Right. So he’s making the mistake of assuming he knows what your intentions are when in fact he doesn’t. When we do that in conversations, it creates just what happened here. The other person defends himself, and you get into a pointless argument. JACK: How can I not defend myself? COACH: The best way to handle confusion around impact and intent isn’t to defend yourself. First, you have to acknowledge the other person’s feelings, and only then should you try to clarify what your intentions were.
