Listening in Emotional Situations

We've been talking a lot about "Agenda" and the kind of effect that it will have in situations where the emotions are high. So far we have been unable to get through to this person in our scenario. I thought it was interesting that our scripture for the class was about service. When we try to communicate to someone with our own agenda in mind, we're looking right past what really needs to happen. In that article we read, it talks about how things may not always be convenient. Inconvenience is a part of life. Service may not always be convenient. In our scenario we all seem to be so wrapped up in making this client so happy that we're forgetting about the feelings of this key person in this deal. We don't know what happened, we don't know what he's feeling. But, our we truly concerned for his well-being? Or do we just want to found out why he wasn't there and why he would make this whole situation a lot more difficult? We all seem to be probing him with questions, and trying to force out the reason for his absence. Now, it may not be convenient at the time, but what if we were to forget about the client for a few minutes. We are here to serve others. To "comfort those that stand in need." We've been talking a lot about how this kind of communication will be uncomfortable but, we aren't here for the purpose of remaining in our comfort zones. Maybe we just need to try listening.