“Communication is about what is received, not what is intended. If there is a gap between what you are saying and what they are hearing, you have to find a new way to say it.”

Communication is about what is received, not what is intended. If there is a gap between what you are saying and what they are hearing, you have to find a new way to say it

The single most important thing [you can do] is to shift [your] internal stance from "I understand" to "Help me understand." Everything else follows from that