Friend, I agree with you, communication is a fundamental tool to succeed in life and if you lack communication skills, your life can be a total failure... the experience you lived was quite strong, fortunately you were there and were able to mediate so that the situation did not become more complicated, how strong that situation was for that boy who found himself The telephone and he had to have such a bad time because there was no proper communication.
Success in the challenge and blessings always.