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Your ability to blank slate is directly related to your ability to rid yourself of expectations and assumptions, two very bad words…

…assumptions are perhaps even more dangerous than expectations, because they’re so subtle and insidious.

Assumptions are like expectations in that we can’t get rid of them, but as good negotiators we can beware of them.

…you must control your needs, your positive and negative expectations, your fears, your ego, your responses, and your decisions. You must not expect to manage wins or losses, because you can’t do this.

When it comes to making an impression, differentiation is the name of the game. Confound expectation. Shake it up.

Members of great teams improve their relationships by holding one another accountable, thus demonstrating that they respect each other and have high expectations for one another’s performance.

…the more pressure the leaders of a public company feel to meet the expectations of an outside constituency, the more likely they are to reduce their capacity for better products and services.

Most bosses are expected to do so many things that it is often impossible to perform each chore perfectly – or even very well.

One of the best places to begin leading with love is exhibiting patience and kindness toward other people (without forgoing accountability and expectations).

Customers expect brands to know them when they want to be known and to be anonymous when they don’t.