That is probably one of the worst examples I've read. And it conveys the notion of what, I think, is going wrong in this country.
I agree. It sounds like a contrived example - to merely provide a scenario in which the principles of active listening can be presented.
If it weren't a contrived example, all this active listening rubbish could have been avoided in the first place. A simple apology (on both sides) would have sufficed.