The most important ingredient we put into any relationship is not what we say or what we do, but what we are. And if our words and our actions come from superficial human relations techniques (the Personality Ethic) rather than from our own inner core (the Character Ethic), others will sense that duplicity. We simply won't be able to create and sustain the foundation necessary for effective interdependence.

Frustration is a function of our expectations.

Before a performance, a sales presentation, a difficult confrontation, or the daily challenge of meeting a goal, see it clearly, vividly, relentlessly, over and over again. Create an internal "comfort zone". Then, when you get into the situation, it isn't foreign. It doesn't scare you.

To Retain those who are present, be loyal to those who are absent.

As human beings, we are responsible for our own lives. Our behavior is a function of our decisions, not our conditions. We can subordinate feelings to values.

People are social beings and want interaction and social learning is the primary form of learning, just as word of mouth advertising is the highest form of advertising.

We may be very busy, we may be very 'efficient', but we will also be truly 'effective' only when we begin with the end in mind.