Every person in the organization must change inside their hearts and minds, so that they themselves become principle centred.

In the long run, you can never accomplish a worthy end with an unworthy means.

Consequences are governed by principles, and behavior is governed by values; therefore, value principles!

People and organizations don't grow much without delegation and completed staff work because they are confined to the capacities of the boss and reflect both personal strengths and weaknesses

When air is charged with emotions, an attempt to teach is often perceived as a form of judgment and rejection.

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.

Our ultimate freedom is the right and power to decide how anybody or anything outside ourselves will affect us.