After a customer at a grocery store self-checkout station had completed her transaction, I made my way to the station and proceeded to scan my goods. Unexpectedly, a visibly angry person confronted me. I’d failed to notice that she was actually next in line for checkout. Recognizing my mistake, I sincerely said, “I’m sorry.” She replied (though not limited to these words), “No, you’re not!”

Have you ever found yourself in a situation where you were wrong, acknowledged it, and tried to make things right—only to be rebuffed? It doesn’t feel good to be misunderstood or misjudged, and the closer we…