“I can’t control the other person’s behavior, but I can control my response. Their actions may be rude or unacceptable, but I still want my response to be measured and thoughtful. Even if they aren’t doing what is right, I still want to make sure I’m doing what is right.”
“The key lesson here is that if we are to intervene, we need a solid idea of not only the benefits of our interventions but also the harm we may cause—the second and subsequent order consequences. Otherwise, how will we know when, despite our best intentions, we cause more harm than we do good?”