I completely agree with Tim. Body language is critical to be able to read prior to making any assumptions. Not only body language, but tone of voice, eye contact and the person's culture may also come to play an important role. I often have my office lighting soft and dim in order to provide a soothing atmosphere. Many students state it calms them down to be in my office. Listening well is a great help and being honest to my faults when I have contributed to the situation. It shows that I am only human and that I too have to take responsibility for my part.
