I was once told others don’t remember what you say; rather, they remember how you made them feel. We have seen this in action and probably are guilty of it ourselves. I know I am. Think about someone you respect. They just forfeited on a promise they made to you. Maybe they missed a meeting or are late on something they were supposed to deliver. Most likely, you are upset, but think they missed it because something important must have come up. You made an excuse for them without knowing any facts. Now, what if it was someone you don’t like? You’re probably already typing an email to his supervisor. What changed? Nothing. Only the way this person made you feel.