“Engage people with what they expect; it is what they are able to discern and confirms their projections. It settles them into predictable patterns of response, occupying their minds while you wait for the extraordinary moment — that which they cannot anticipate.”

“What people need to accept is that it is there responsibility to communicate what they need and what they feel, and to realize that they cannot expect someone else magically to make them happy. People want to be made happy, instead of making themselves happy”

“Birds fascinated her. How did they do that, seeming to fly with one mind, each of them able to anticipate what the others would do?”

“If you work closely with your users, sharing their expectations and communicating what you're doing, then there will be few surprises when the project gets delivered. This is a BAD THING. Try to surprise your users. Not scare them, mind you, but /delight/ them.”

“You cannot do what's important now for you if your mind cannot accept what is happening in this present moment.”

“It was like the moment before you open a present, still hidden inside its box and wrappings; while you're waiting to find out what it is, the eagerness and impatience and curiosity and anticipation grip you in an even stronger, more thrilling way than you feel after you find out what's inside.”