As a rule we perceive what we expect to perceive... The unexpected is usually not received at all.

Listening is not a skill; it is a discipline.

Providing more desirable products, services, and customer experiences is vital to the continued existence of any business. And that is INNOVATION.

The great challenge to management today is to make productive the tremendous new resource, the knowledge worker. This, rather than the productivity of the manual worker, is the key to economic growth and economic performance in today's society.

Accept the fact that we have to treat almost anybody as a volunteer.

Nobody in the world is as good at making decisions as the Japanese.

Use feedback analysis to identify your strengths. Then go to work on improving your strengths. Identify and eliminate bad habits that hinder the full development of your strengths. Figure out what you should do and do it. Finally, decide what you should not do.