Book Titles

Once you’re prepared to apologize, these the’ instruction manual: You say, ‘I’m sorry.’ You add ‘I’ll try to do better in the future.’

…simple, un-nuanced messages break through the clutter and hit home with high impact.

80 percent of our success in learning from other people is based upon how well we listen. In other words, success or failure is determined before we do anything.

To learn from people, you have to listen to them with respect.

It’s not enough to keep our ears open; we have to demonstrate that we are totally engaged.

The ability to make a person feel that, when you’re with that person, he or she is the most important (and the only) person in the room is the skill that separates the great from the near-great.

The more you subsume your desire to shine, the more you shine in the other person’s eyes.

…telling people to write thank you notes is obvious, almost trite. But it’s incredible how neglected a practice thanking is. None of us can ever do it enough.

More than anything, follow-up makes us do it.

People don’t get better without follow-up.