I recommend allowing others the opportunity to fully express themselves before turning our attention to solutions or requests for relief. When we proceed too quickly to what people might be requesting, we may not convey our genuine interest in their feelings and needs; instead, they may get the impression that we're in a hurry to either be free of them or to fix their problem. Furthermore, an initial message is often like the tip of an iceberg; it may be followed by yet unexpressed, but related - and often more powerful - feelings.

Every message, regardless of form or content, is an expression of a need.

The key to fostering connection in the face of a 'no' is always hearing 'yes' to something else.

When you need empathy, you cannot give empathy.

All people ever say is: THANK YOU (a celebration of life) and PLEASE (an opportunity to make life more wonderful).

Expressing our vulnerability can help resolve conflicts.

Empathizing with someone's 'no' protects us from taking it personally.