After my recent training, you and I know well that listening is the biggest key to communicating. I realize more each day just how important this often overlooked skill is. I knew without a doubt and without any assessment that listening was what i needed to improve on.
As in Cynthia and Bob's scenario, they listened closely, responded with understanding and empathy. This put you at ease where you otherwise might have felt challenged at your decision not to support their business decision. This reinforces RPSA.