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Just Listen by Keith Ferrazzi, Mark Goulston

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23

THE POWER THANK YOU AND POWER APOLOGY

Benefit: Move a person from “doing” to “glad they did” and “continuing to do” by using the Power Thank You, or from resistance to listening with the Power Apology.

Nine-tenths of wisdom is appreciation.

—DALE DAUTEN, NEWSPAPER COLUMNIST

I’ve learned more about life from my children than I ever did from my psychiatry training—especially when it comes to touching other people’s hearts and minds.

For instance, I learned from my daughter Lauren that a single gesture can warm another person’s heart for years. In her case, the gesture was a note she e-mailed me when she was 23 years old. It says:

Hi Dad, Last night I was walking around Manhattan as I often do with my friends talking about how confused we felt ...

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