There's no such thing as a passive audience.

Change is hard because people wear themselves out. And that’s the second surprise about change: What looks like laziness is often exhaustion.

Lots of us have expertise in particular areas. Becoming an expert in something means that we become more and more fascinated by nuance and complexity. That's when the Curse of Knowledge kicks in, and we start to forget what it's like not to know what we know.

Once we know something, we find it hard to imagine what it was like not to know it.

Most analysts are SO SMART and have amazing ideas, but they can't convey their genius ideas to others.

The Aha! experience is much more satisfying when it's preceded by the huh experience.

You've got a good idea, how do you make it stick?