Trust is central to an economy that works.

Fundamentally, we are a product of choice, not nature (genes) or nurture (upbringing, environment).

If you don't set your goals based upon your Mission Statement, you may be climbing the ladder of success only to realize, when you get to the top, you're on the WRONG building.

By behaving in ways that build trust with one, you build trust with many.

Most people do not listen with the intent to understand; they listen with the intent to reply.

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.

If I try to use human influence strategies and tactics of how to get other people to do what I want, to work better, to be more motivated, to like me and each other-while my character is fundamentally flawed, marked by duplicity and insincerity-then, in the long run, I cannot be successful. My duplicity will breed distrust, and everything I do-even using so-called good human relations techniques-will be perceived as manipulative.