After an important meeting at a high-profile educational nonprofit, Ben received feedback that he had failed to make eye contact with people seated beside him.
What those observers did not know was that a physical disability significantly restricts his ability to turn his head. They had accurately noticed a behavior—but without the missing context, they had misunderstood what it meant.
They saw the behavior.
They did not have the information required to understand it.
That experience reflects a pattern Ben has encountered throughout his life and career: people often respond not only to what they observe, but to the intentions, attitudes, and explanations they assign to it.
