Seth Godin posted a wonderful post yesterday:
Disagreements among people who mean well usually begin with that emotion.
You meant to say something or agree to something, but the “other side” didn’t hear it that way.
That’s enough for a customer to walk away forever. That’s enough for a lawsuit. Because denying the experience of the other person doesn’t open the door for re-connection.
Forward motion is possible if we can extend the sentence to, “That’s not what I meant, but that must be what you heard, how do we fix this? Will you help me make things right again?”
If we can agree on intent, it’s a lot easier to figure out how to move forward.