quivering lower lip, the eyes narrowing in anger. Beyond hearing and seeing, there’s something less tangible but equally important—the energy in the room, the being together. You lose that ineffable dimension when you aren’t sharing the same physical space.

A relaxed smile, however, and looking people in the eye in these first encounters can do wonders for lowering their natural resistance.

In every crowd there are Diminishers and there are Illuminators. Diminishers make people feel small and unseen. They see other people as things to be used, not as persons to be befriended. They stereotype and ignore. They are so involved with themselves that other people are just not on their radar screen. Illuminators, on the other hand, have a pe