Empathy is about standing in someone else's shoes, feeling with his or her heart, seeing with his or her eyes. Not only is empathy hard to outsource and automate, but it makes the world a better place.

I don't think it's a Western thing to really talk about intrinsic motivation and the drive for autonomy, mastery and purpose. You have to not be struggling for survival. For people who don't know where their next meal is coming, notions of finding inner motivation are comical.

We have this myth that extroverts are better salespeople. As a result, extroverts are more likely to enter sales; extroverts are more likely to get promoted in sales jobs. But if you look at the correlation between extroversion and actual sales performance - that is, how many times the cash register actually rings - the correlation's almost zero.

Rewards can deliver a short-term boost—just as a jolt of caffeine can keep you cranking for a few more hours. But the effect wears off—and, worse, can reduce a person’s longer-term motivation to continue the project.

Human beings are natural mimickers. The more youre conscious of the other sides posture, mannerisms, and word choices - and the more you subtly reflect those back - the more accurate youll be at taking their perspective.

If you create something, whether it's a painting or a company, I think if you care about it, you have some obligation to go out and tell people about it.

When the reward is the activity itself--deepening learning, delighting customers, doing one's best--there are no shortcuts.