A difficult message to hear is an opportunity to enrich someone's life.
Never connect yourself with the other person's pain. Just hear their need. Leave yourself out of the other person's feelings and needs.
People don't make us angry, how we think makes us angry.
Empathize, rather than put your "but" in the face of an angry person.
Plans to exact retribution are never going to make us safer.
The punitive use of force tends to generate hostility and to reinforce resistance to the very behavior we are seeking.