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

Empathize, rather than put your "but" in the face of an angry person.

Two things distinguish nonviolent actions from violent actions. First, you don't see an enemy and second, your intention is not to make the other side suffer.

The only time a message (label) can scare us is if we think there is such a thing, and that such a thing is a disgrace.

If you are a jackal, you will try to reassure. Jackals try to fix people in pain. They can't stand pain, but make matters worse by trying to get rid of it. Put on giraffe ears. Try to hear what they are feeling and needing.

When we express our needs indirectly through the use of evaluations, interpretations, and images, others are likely to hear criticism. When people hear anything that sounds like criticism, they tend to invest their energy in self-defense or counterattack. It's important that when we address somebody that we're clear what we want back.

People heal from their pain when they have an authentic connection with another human being.