Neurologists say that our brains are programmed much more for stories than for abstract ideas. Tales with a little drama are remembered far longer than any slide crammed with analytics.

Without credible communication, and a lot of it, the hearts and minds of others are never captured.

Never underestimate the magnitude of the power of the forces that reinforce the status quo.

Valued achievements connect to people at a deeper level—and a deeper level can change behavior that is generally very difficult to change.

People change what they do less because they are given an analysis that shifts their thinking than because they are shown a truth that influences their feelings.

I'm impatient. Typically people think they know all about change and don't need help. Their approach tends to be more management-oriented than leadership-oriented. It's very frustrating.

Overcoming complacency is crucial at the start of any change process, and it often requires a little bit of surprise, something that grabs attention at more than an intellectual level. You need to surprise people with something that disturbs their view that everything is perfect.