Above all, people want to believe they are good people and they will do every mental trick in the book to believe it. 

Either they will focus on the intent and say they had good intentions so focus on that, or they will say they had good impact and say focus on that. Rarely will they own up when there is a mismatch in intention and impact and apologize for having bad intentions but good impact or for having good intentions but bad impact.  They will focus on the good so that they can sleep at night thinking that they are good people. 

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