The more diverse your team, the better you'll be at identifying what a diversity of users perceive as problems.

Developing an explicit decision-making process upfront for how you will make that decision will help alleviate conflict and gridlock when you actually need to decide.

Minimization is what happens when we take the "world is flat" idea too far...and act as if people everywhere are the same (and thereby minimizing the differences).

The best way to improve perspective taking is to see users up close.

Smaller companies are often more homogenous. Don't simply increase your diversity because of the social pressure to do so. Instead, realize that hiring a more diverse team will give you a whole new repertoires of innovative ideas. And then develop a strategy for effectively using the diversity of your team.

Culturally intelligent leaders will not assume they know what will build trust with clients or staff. Instead, they'll discover what's most important for communicating and building trust.

Most people probably become more jaded the longer they work in the world of work.