Being aware of how others are speaking can help conversations to be constructive rather than destructive.
Next time you are talking to someone, ask a provocative question and then be aware of any changes in the tone of their voice when they respond.
By becoming aware when the tone changes in the voice, you can then take steps to either change tack or explore deeper so as to get the conversation back on an even keel.
It is much easier to have a difficult conversation with someone if both sides can remain constructive.
If you are talking on the phone, the voice is all you have to work with, hence awareness becomes even more important.
Exploring and clarifying can help to diffuse difficult situations when you hear the tones of the other person becoming angry or frustrated, but first you have to be aware of the change in the tone of the voice before you can take action!