在看不见客户的脸庞或不能阅读他/她的肢体语言的状况下，想要确定自己是否已经获得客户想要表达的全部信息是非常难的。
Without seeing a client’s face or reading his or her body language, it can be pretty hard to know if you’re getting the full message.
客户向他们表达了大家都明白的两难境地：以有限的资金预算保持独具匠心的建筑风格。
Their client presented them with a familiar dilemma: construct something of architectural distinction on a limited budget.
当难相处的人口头表达自己，他们一般在想至少两件事：他们已被听到和他们已被了解。
When difficult people express themselves orally, they generally want at least two things: they've been heard and they've been understood.
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