First eye opening concept were the 12 roadblocks to communication, divided in three categories:
4. Praising Evaluatively
8. Excessive/Inappropriate Questioning
AVOIDING THE OTHER'S CONCERNS:
11. Logical Argument
I found it's changed me in the way I interact with people now. Especially in highly charged situations like his first example. I find I have the ability to see the words and understand why the other person is being aggressive and to help defuse the situation.
What I learned is that i'll still be an introvert at time but at least I can change how I respond to people. And at times I feel more extroverted than normal :)