Frustration is a function of our expectations.

Trust is equal parts character and competence... You can look at any leadership failure, and it's always a failure of one or the other.

If you are an effective manager of your self, your discipline comes from within; it is a function of your independent will. You are a disciple, a follower, of your own deep values and their source. And you have the will, the integrity, to subordinate your feelings, your impulses, your moods to those values.

Frustration is a function of our expectations, and our expectations are often a reflection of the social mirror rather than our own values and priorities.

The real beginning of influence comes as others sense you are being influenced by them - when they feel understood by you - that you have listened deeply and sincerely, and that you are open.

It's not what people do to us that hurts us. In the most fundamental sense, it is our chosen response to what they do to us that hurts us.

Trust is a powerful accelerator to performance and when trust goes up, speed also goes up while cost comes down - producing what we call a trust dividend.