Thank you for these hints. I guess I can also add something useful to this topic. You were talking about active listening which is something a lot of people heard about some day but don’t know exactly what it is and how to use it.
It is very important that you get an idea of what your counterparts feelings are and what this person is expecting from you. If you can clearly identify a persons needs and respond on them, then you can optimize communication.
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You are absolutely correct. Being able to gauge someone's emotions and nurture them can go a long, long way. It's a very critical skill that so many people sadly lack these days. If we continue down this road, the gap will widen between one another.