The way properly to enter the mind of another person is not to forget about oneself entirely; rather, it is to use one’s knowledge of oneself to penetrate the consciousness of another. The best way to unearth the secrets of complete strangers is to look honestly into our own hearts.

not to say that you are stupid, or that the customer is fickle, but miscommunication is easy. What I say is not exactly what I think. What you hear is not exactly what I said. And what you understand is based on what you heard… Which can end up being a long way from what I thought.

In fact, the gap between what you’re really thinking and what you’re saying is part of what makes a conversation difficult. You’re distracted by all that’s going on inside. You’re uncertain about what’s okay to share, and what’s better left unsaid. And you know that just saying what you’re thinking would probably not make the conversation any easie

Communicate to Understand: We seek to thoroughly understand and be understood.