Tragically, one of the rarest commodities in our culture is empathy. People are hungry for empathy, They don't know how to ask for it.

Four D's of Disconnection: 1. Diagnosis (judgment, analysis, criticism, comparison); 2. Denial of Responsibility; 3. Demand; 4. 'Deserve' oriented language.

Understanding the other persons' needs does not mean you have to give up on your own needs.

Learning is too precious to be motivated by coercive tactics.

Don't get addicted to your requests. Your objective is needs, not requests. Because then it becomes a demand.

To practice the process of conflict resolution, we must completely abandon the goal of getting people to do what we want.

What others do may be the stimulus of our feelings, but never the cause.