If I were to summarize in one sentence the single most important principle I have learned in the field of interpersonal relations, it would be this: Seek first to understand, then to be understood. This principle is the key to effective interpersonal communication.

When you show deep empathy toward others, their defensive energy goes down, and positive energy replaces it. That's when you can get more creative in solving problems.

Compliance does not foster innovation, trust does. You can't sustain long-term innovation, for example, in a climate of distrust.

You can't have the fruits without the roots. It's the principle of sequencing: Private Victories proceed Public Victories. Self-mastery and self-discipline are the foundation of good relationships with others.

What we are communicates far more eloquently than anything we say or do. There are people we trust because we know their character. Whether they're eloquent or not, whether they have human-relations techniques or not, we trust them and work with them.

Real excellence does not come cheaply. A certain price must be paid in terms of practice, patience, and persistence - natural ability notwithstanding.

Trust is central to an economy that works.