"If I make deposits into an Emotional Bank Account with you through courtesy, kindness, honesty, and keeping my commitments to you, I build up a reserve. Your trust toward me becomes higher, and I can call upon that trust many times if I need to. I can even make mistakes and that trust level, that emotional reserve, will compensate for it. My communication may not be clear, but you'll get my meaning anyway. You won't make me "an offender for a word." When the trust account is high, communication is easy, instant, and effective."

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

It is in the ordinary events of every day that we develop the proactive capacity to handle the extraordinary pressures of life. It's how we make and keep commitments, how we handle a traffic jam, how we respond to an irate customer or a disobedient child. It's how we view our problems and where we focus our energies. It's the language we use.

Synergy is what happens when one plus one equals ten or a hundred or even a thousand! It's the profound result when two or more respectful human beings determine to go beyond their preconceived ideas to meet a great challenge.

There are certain things that are fundamental to human fulfillment. The essence of these needs is captured in the phrase 'to live, to love, to learn, to leave a legacy.' The need to leave a legacy is our spiritual need to have a sense of meaning, purpose, personal congruence, and contribution.

People with a scarcity mentality think there is only so much in the world to go around. It's as if they see life as a pie. When another person gets a big piece, then they get less. Such people are always trying to get even, to pull others down to their level so they can get an equal or even bigger piece of the pie.

Seek to understand rather than be understood.