Many people think in terms of either/or: either you're nice or you're tough. Win-win requires that you be both. It is a balancing act between courage and consideration. To go for win-win, you not only have to be empathic, but you also have to be confident. You not only have to be considerate and sensitive, you also have to be brave. To do that-to achieve that balance between courage and consideration-is the essence of real maturity and is fundamental to win-win.

Everyone has values; even criminal gangs have values. Values govern people's behavior but principles govern the consequences of those behaviors.

We are product of neither nature nor nurture; we are a product of choice, because there is always a space between stimulus and response. As we wisely exercise our power to choose based on principles, the space will become larger.

We can act instead of being acted upon.

I am not a product of my circumstances. I am a product of my decisions.

Without exception, empathy is always appropriate.

Happen to things, don't let things happen to you