“Communication is defined not by what is being said but by what is being heard. For this reason, it is vital that you gain a good appreciation of how other people will listen—interpret, process, and assign meaning— to what you have to say before you can influence them effectively.”

“Good communication is less about saying what you mean, and more about defining what you say.”

“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.”

“You can accomplish anything you want! The most vital is being happy with what you have accomplished.”

“Being in trouble can have a funny effect on the mind. I don't know if I can explain this. You go through some days and you seem to be hearing people and you seem to be talking to them and you seem to be doing your work, or, at least, your work gets done; but you haven't seen or heard a soul and if someone asked you what you have done that day you'd have to think awhile before you could answer. But at the same time, and even on the self-same day-- and this is what is hard to explain--you see people like you never saw them before.”

“Listen to everything that is said, and see everything that is done. Observe the looks and countenances of those who speak, which is often a surer way of discovering the truth than from what they say. But then keep all those observations to yourself, for your own private use, and rarely communicate them to others. Observe, without being thought an observer, for otherwise people will be upon their guard before you.”