The number one rule of our training is empathy before education.

When people hear needs, it provokes compassion. When people hear diagnoses, it provokes defensiveness and attack.

Empathy before education.

You don't have to be brilliant. It's enough to become progressively less stupid.

It's never what people do that makes us angry; it's what we tell ourselves about what they did.

The more we empathize with the other party, the safer we feel.

We are never angry because of what others say or do. It is our thinking that makes us angry.