> you need to understand where someone else is coming from / what their motivations are before trying to "fix" things or "pitch" them.

To extend upon that, I think listening is important in order to understand what people actually mean by what they say. Just because what they are saying is imperfect doesn't mean that the actual point they are trying to get across is invalid. I've noticed that people spend effort coming up with the next response that they only bother to argue against the surface of what the other person is saying without taking into account the actual substance and intent.