I am disappointed that all this advice is driven by high tech ... more programs and devices to make us more 'productive' but less human.

I totally understand what you are saying traveling pat…i was in a bullying situation. after trying very hard to keep the peace, i realized i was in that 'situation' to learn that i needed to stand up for myself. love myself enough to do that. and things have gotten better because i did. but i don't believe that's really what this article is about. i believe it's more about personal situations where you were 'wrong' and really do want to improve the relationship by being understanding! in reality, we never 'have to' explain ourselves. that's never the important thing….unless the other person really does want to hear it.