One thing about trust is that everyone's for it.

Leadership without mutual trust is a contradiction in terms.

In many situations involving service recovery - the problem itself became the catalyst for the creation of even greater trust as the companies took the issues head-on and worked through the difficult problem in a way that restored confidence.

Employers and business leaders need people who can think for themselves - who can take initiative and be the solution to problems.

If you want to get something done, give it to a busy man.

When you really listen to another person from their point of view, and reflect back to them that understanding, it's like giving them emotional oxygen.

When parents see their children's problems as opportunities to build the relationship instead of as negative, burdensome irritations, it totally changes the nature of parent-child interaction. Parents become more willing, even excited, about deeply understanding and helping their children. . . . This paradigm is powerful in business as well.