Change is an action not just an epiphany!
People buy-into what they can understand quickly. If it takes you a long time to make your point, most people think you don't have one!
I cannot tolerate my bad behavior in another person for 10 seconds
The value of being silent: I never miss an opportunity to say nothing.
Business friendly is the middle ground between being too cold and uncaring and the other extreme of being too familiar
No communication takes place until the other person feels heard