It takes two flints to make a fire.
—Louisa May Alcott (1832–1888)
The single biggest problem in communication is the illusion that it has taken place.
—George Bernard Shaw (1856–1950)
For Kevin it had been a hectic day at the office. As he was finishing up, his wife, Jane, rang and asked him to pick up some milk on the way home. “It’s been a crazy day, but I’ll do my best,” he told her. Having heard the positive-sounding tone in Kevin’s voice, Jane built an unconscious expectation that she would soon be receiving the much-needed milk for the kids’ dinner. But the store was closed by the time Kevin got there, and he arrived home empty-handed. His wife, who also had a stressful day at work, became upset and responded, ...