Much of our work is invisible and intangible. You cannot measure it by human means; and sometimes a period of silent reflection will accomplish more good than if the time had been spent in outward activity. Our work is immaterial where we are and what we do; the thing that matters is who we are and what we intend. Constant preoccupation with exterior work handicaps our knowledge of ourselves and of our intentions.
Silence in mercy means more than stilling our tongues whenever we plan to speak unkindly. We must silence our judgmental thoughts as well. Each time we think of another person critically, we need to consciously isolate that thought and replace it with one that is imbued with gracious tolerance for his or her faults ... In such silence, we allow others to exist as God made them to be rather than how we would wish them to be ... Through the use of silence, we not only drive out our desire to dominate and control, but also learn to listen to one another. When we truly hear what others are saying to us in the respectful silence of our heart, we can begin to serve others with mercy, for we now know what they need from us and can respond accordingly.