Independent thinking alone is not suited to interdependent reality.

The best way to develop courage is to set a goal and achieve it, make a promise and keep it.

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.

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.

The process of building trust is an interesting one, but it begins with yourself, with what I call self trust, and with your own credibility, your own trustworthiness. If you think about it, it's hard to establish trust with others if you can't trust yourself.

We are the creative force of our life, and through our own decisions rather than our conditions, if we carefully learn to do certain things, we can accomplish those goals.

Building and repairing relationships are long-term investments.