“If someone listens, or stretches out a hand, or whispers a kind word of encouragement, or attempts to understand a lonely person, extraordinary things begin to happen.”

“What I bring to the interview is respect. The person recognizes that you respect them because you're listening. Because you're listening, they feel good about talking to you. When someone tells me a thing that happened, what do I feel inside? I want to get the story out. It's for the person who reads it to have the feeling . . . In most cases the person I encounter is not a celebrity; rather the ordinary person. "Ordinary" is a word I loathe. It has a patronizing air. I have come across ordinary people who have done extraordinary things. (p. 176)”

“Live deliberately. Decide: are you the kind of person things happen to, or the kind of person who makes things happen?”

“Nobody wants to admit to this, but bad things will keep on happening. Maybe that's beause it's all a chain, and a long time ago someone did the first bad thing, and that led someone else to do another bad thing, and so on.You know, like that game where you whisper a sentence into someone's ear, and that person whispers it to someone else, and it all comes out wrong in the end. But then again, maybe bad things happen because it's the only way we can keep remembering what good is supposed to look like.”

“if you want someone to stop listening to you go ahead and yell. If you want them to listen to every word, whisper. -Mimi”

“I hear you." Angry words get louder when people do not listen. When a person is ill and dying, it seems as if no one understands what is happening. People are busy doing what is required for physical caretaking, but very often the inner needs of the person are ignored. Even if the dying person makes no sense, which is often the case, knowing that someone hears the words, and the feelings behind the words, and is responding, makes all the difference.”