Providing Opportunity Quotes

If you can cultivate the right attitude, your enemies are your best spiritual teachers because their presence provides you with the opportunity to enhance and develop tolerance, patience and understanding.

If you want some advice—which I'm sure you don't—you guys should lay off on the magic. Christian still thinks you're moving in on Lissa." "What?" he asked in mock astonishment. "Doesn't he know my heart belongs to you?" "It does not. And no, he's still worried about it, despite what I've told him." "You know, I bet if we started making out right now, it would make him feel better." "If you touch me," I said pleasantly, "I'll provide you with the opportunity to see if you can heal yourself. Then we'd see how badass you really are.

The world is so exquisite with so much love and moral depth, that there is no reason to deceive ourselves with pretty stories for which there's little good evidence. Far better it seems to me, in our vulnerability, is to look death in the eye and to be grateful every day for the brief but magnificent opportunity that life provides.

Hard times build determination and inner strength. Through them we can also come to appreciate the uselessness of anger. Instead of getting angry nurture a deep caring and respect for troublemakers because by creating such trying circumstances they provide us with invaluable opportunities to practice tolerance and patience.

To secure ourselves against defeat lies in our own hands, but the opportunity of defeating the enemy is provided by the enemy himself.

Prostitution gives her an opportunity to meet people. It provides fresh air and wholesome exercise, and it keeps her out of trouble.

He says presents aren't important, but I think they are - not because of how much they cost, but for the opportunity they provide to say I understand you.

the opportunity of defeating the enemy is provided by the enemy himself.

To build a better world we need to replace the patchwork of lucky breaks and arbitrary advantages today that determine success--the fortunate birth dates and the happy accidents of history--with a society that provides opportunities for all.

Most people can’t stomach silence; it provides too much opportunity to think about things they prefer to avoid.

Education must provide the opportunities for self-fulfillment; it can at best provide a rich and challenging environment for the individual to explore, in his own way.

Disruption of our mental construct can be deeply disorienting. Still, it may also provide an opportunity for growth and reevaluation, prompting us to rebuild our mental frameworks perhaps more resiliently than before. ("Then everything was capsizing.”)

He could not understand how a person born in the United States who knew the English language and culture and was educated with at least a high school degree failed to provide for his own subsistence without government assistance.

Sometimes we let our thoughts of tomorrow take up too much of today. Daydreaming of the past and longing for the future may provide comfort but will not take the place of living in the present. This is the day of our opportunity, and we must grasp it

Poverty is the absence of all human rights. The frustrations, hostility and anger generated by abject poverty cannot sustain peace in any society. For building stable peace we must find ways to provide opportunities for people to live decent lives.

Morality, then, is not a set of arbitrary regulations dictated by a vengeful deity and written down in a book; nor is it the custom of a particular culture or tribe. It is a consequence of the interchangeability of perspectives and the opportunity the world provides for positive-sum games.

The only opportunity you will ever have to live by faith is in the circumstances you are provided this very day: this house you live in, this family you find yourself in, this job you have been given, the weather conditions that prevail at the ...moment.

there is no worse hell than that provided by the regrets for wasted opportunities.

Daily life provides countless occasions for adapting to change and impermanence. Yet we squander these precious opportunities, assuming that we have all the time in the world.

This is what I do know: A lie, however well-intended, can't prepare you for reality or change the world... To tell the truth is to provide armament against a world too full of cruelties to be defeated with simple falsehoods... It seems to me we owe the world--more, we owe ourselves--the exchange of comfort for the chance that maybe the truth can do what people always say it can. The truth may, given the opportunity, set us free.

I can spend my time focusing on the perfect version of the life I’ll never have or I can spend my time enjoying the life I do have. And the life I have would provide me with so much opportunity if I would get out of my own head long enough to chase those opportunities.

To secure ourselves against defeat lies in our own hands, but the opportunity of defeating the enemy is provided by the enemy himself.

I would love to believe that when I die I will live again, that some thinking, feeling, remembering part of me will continue. But much as I want to believe that, and despite the ancient and worldwide cultural traditions that assert an afterlife, I know of nothing to suggest that it is more than wishful thinking. The world is so exquisite with so much love and moral depth, that there is no reason to deceive ourselves with pretty stories for which there's little good evidence. Far better it seems to me, in our vulnerability, is to look death in the eye and to be grateful every day for the brief but magnificent opportunity that life provides.

At the different stages of recognition, reflection, and redress, practicing compassion provides potentially world-saving opportunities which otherwise likely would not exist.

Even the snap of a finger, he says, provides us with sixty-five opportunities to wake up and to choose actions that will produce beneficial karma and turn our lives around.

Every single one of you has something you're good at. Every single one of you has something to offer. And you have a responsibility to yourself to discover what that is. That's the opportunity an education can provide.

Time provides all of us with the opportunity to change, alter our belief system, and create new perspectives that challenge a person’s character and teach him or her how to become a happier and wiser person.

So go ahead, surround yourself with like-minded people for comfort and support, but don't forget to honor those who push your buttons just as much if not more, for they're the ones who provide the opportunity to grow and mature beyond having buttons that can be pushed.

There is less time these days for anything other than economic survival. The internet has moved seamlessly into the interstices of this situation, redistributing our minimum of free time into unsatisfying micro-installments, spread throughout the day. In the absence of time to physically and politically engage with our community the way many of us want to, the internet provides a cheap substitute: it gives us brief moments of pleasure and connection, tied up in the opportunity to constantly listen and speak. Under these circumstances, opinion stops being a first step toward something and starts seeming like an end in itself.

Crises often come with hidden opportunities. When we approach crises with this awareness, we can look for the opportunities and then leverage them. At Mayflower-Plymouth, we're here to help your business figure this out, and to provide holistic solutions.

I would love to believe that when I die I will live again, that some thinking, feeling, remembering part of me will continue. But as much as I want to believe that, and despite the ancient and worldwide cultural traditions that assert an afterlife, I know of nothing to suggest that it is more than wishful thinking. I want to grow really old with my wife, Annie, whom I dearly love. I want to see my younger children grow up and to play a role in their character and intellectual development. I want to meet still unconceived grandchildren. There are scientific problems whose outcomes I long to witness—such as the exploration of many of the worlds in our Solar System and the search for life elsewhere. I want to learn how major trends in human history, both hopeful and worrisome, work themselves out: the dangers and promise of our technology, say; the emancipation of women; the growing political, economic, and technological ascendancy of China; interstellar flight. If there were life after death, I might, no matter when I die, satisfy most of these deep curiosities and longings. But if death is nothing more than an endless dreamless sleep, this is a forlorn hope. Maybe this perspective has given me a little extra motivation to stay alive. The world is so exquisite, with so much love and moral depth, that there is no reason to deceive ourselves with pretty stories for which there's little good evidence. Far better, it seems to me, in our vulnerability, is to look Death in the eye and to be grateful every day for the brief but magnificent opportunity that life provides.

You are here having realized the necessity of contending with yourself; then thank everyone who provides an opportunity.

Life has a complex plan that involves you and me. While we dream, work and organize, life makes its own tweaks—and many times circumstances might not turn out as we hoped. But life is not the enemy. It’s not against us. Life provides opportunities for growth and strength of character. Stop fighting against your greatest ally.

Buy Experiences Not Goods. Want to buy happiness? Then spend your hard-earned cash on experiences. Go out for a meal. Go to a concert, cinema or theatre. Go on holiday. Go and learn how to pole dance. Go paintballing. Go bungee jumping. In fact, get involved in anything that provides an opportunity to do things with others, and then tell even more people about it afterwards. When it comes to happiness, remember that it is experiences that represent really good value for money.

A truly intelligent person is not one who can simply spout words and numbers; it is someone who can react ‘intelligently’ to all the opportunities, simulations and problems provided by the environment. Real intelligence means engaging your brain with every aspect of life – you play sport with you brain; you relate to others brain-to-brain;

Now there are many, many people in the world, but relatively few with whom we interact, and even fewer who cause us problems. So when you come across such a chance for practicing patience and tolerance, you should treat it with gratitude. It is rare. Just as having unexpectedly found a treasure in your own house, you should be happy and grateful toward your enemy for providing you that precious opportunity. Because if you are ever to be successful in your practice of patience and tolerance, which are critical factors in counteracting negative emotions, it is due to your own efforts and also the opportunity provided by your enemy.

The real treasure offered by mindfulness—its most amazing gift—is that mindfulness provides us with the opportunity to respond rather than simply react. When

If your business is serious about becoming the best version of itself, consult with Mayflower-Plymouth. If the company or government you lead has major problems that need major solutions or major opportunities that inspire action, consult with Mayflower-Plymouth. We provide holistic solutions with our consulting services.

I grew up in libraries, and I hope I've learned never to take them for granted. A thriving library is the heart of its community, providing access to information and educational opportunities, bringing people together, leveling the playing field, and archiving our history.

When enforcing our boundaries, first and foremost, we are caring for ourselves, but we are also helping others to have a clear understanding of what we consider acceptable behavior. We are reflecting back to them what is not acceptable and, therefore, providing them an opportunity to consider that information and make necessary changes.

Anna turned the pages slowly for effect, and like some demonic schoolmarm, held the book at an angle to provide maximum exposure to the assembled crowd. Everyone needed to have the opportunity to catch a long, languorous glimpse of my disgrace. "This looks so much like you," she said to Noah, pressing her body against his. "My girl is talented," Noah said. My heart stopped beating. Anna's heart stopped beating. Everyone's heart stopped beating. The buzzing of a solitary gnat would have sounded obscene in the stillness. "Bullshit," Anna whispered finally, but it was loud enough for everyone to hear. She hadn't moved an inch. Noah shrugged. "I'm a vain bastard, and Mara indulges me." After a pause, he added, "I'm just glad you didn't get your greedy little claws on the other sketchbook. That would have been embarrassing." His lips curved into a sly smile as he slid from the picnic table he'd been sitting on. "Now, get the fuck off me," he said calmly to a dumbfounded, speechless Anna as he pushed past her plucking the sketchbook roughly from her hands. And walked over to me. "Let's go," Noah ordered gently, once he was at my side. His body brushed the line of my shoulder and arm protectively. And then he held out his hand. I wanted to take it and I wanted to spit in Anna's face and I wanted to kiss him and I wanted to knee Aiden Davis in the groin. Civilization won out, and I willed each individual nerve to respond to the signal I sent with my brain and placed my fingers in his. A current traveled from my fingertips through to the hollow where my stomach used to be. And just like that, I was completely, utterly and entirely, His.

Your Temporary Santa, "He says presents aren't important, but I think they are- not because of how much they cost, but for the opportunity they provide to say 'I understand you.

When enforcing our boundaries, first and foremost, we are caring for ourselves, but we are also helping others to have a clear understanding of what we consider acceptable behavior. We are reflecting back to them what is not acceptable and, therefore, providing them an opportunity to consider that information and make necessary changes. If we ignore the behavior or accept the behavior, not only are we undermining ourselves, but we are denying the other person an opportunity to learn about themselves and to grow, and ultimately, we deny them the opportunity for a healthy relationship with us. -Psychotherapist Donna Wood in The Inspired Caregiver

Every problem that we have in society has a suite of relative solutions that are also business opportunities. Agricultural waste is a problem. But solving that problem is a business opportunity. Energy inefficiency is a problem. But solving that problem is a business opportunity. The abusive treatment of animals is a problem. But solving that problem is a business opportunity. Reduced biodiversity is a problem. But solving that problem is a business opportunity. Plastic waste in the ocean is a problem. But solving that problem is a business opportunity. And the list goes on indefinitely. We just have to think creatively and fluidly and we can solve all of these problems that plague Earth and we can grow businesses and earn money and provide for our families in the process.

And it is change that always provides the opportunity for the new and different. Systematic innovation therefore consists in the purposeful and organized search for changes, and in the systematic analysis of the opportunities such changes might offer for economic or social innovation.

In 1965, a psychologist named Martin Seligman started shocking dogs. He was trying to expand on the research of Pavlov--the guy who could make dogs salivate when they heard a bell ring. Seligman wanted to head in the other direction, and when he rang his bell, instead of providing food, he zapped the dogs with electricity. To keep them still, he restrained them in a harness during the experiment. After they were conditioned, he put these dogs in a big box with a little fence dividing it into two halves. He figured if the dog rang the bell, it would hop over the fence to escape, but it didn't. It just sat there and braced itself. They decided to try shocking the dog after the bell. The dog still just sat there and took it. When they put a dog in the box that had never been shocked before or had previously been allowed to escape and tried to zap it--it jumped the fence. You are just like these dogs. If, over the course of your life, you have experienced crushing defeat or pummeling abuse or loss of control, you convince yourself over time that there is no escape, and if escape is offered, you will not act--you become a nihilist who trusts futility above optimism. Studies of the clinically depressed show that they often give in to defeat and stop trying. . . Any extended period of negative emotions can lead to you giving in to despair and accepting your fate. If you remain alone for a long time, you will decide loneliness is a fact of life and pass up opportunities to hang out with people. The loss of control in any situation can lead to this state. . . Choices, even small ones, can hold back the crushing weight of helplessness, but you can't stop there. You must fight back your behavior and learn to fail with pride. Failing often is the only way to ever get the things you want out of life. Besides death, your destiny is not inescapable.

Almost all religions provide opportunities for human beings to convince themselves of their own righteousness, to speak in the name of God, and even to go to war on God's behalf. This 'blasphemy of certainty' is also rife among secularists who in their case have not God but science or the proletariat on their side.

You see, it is so hard for these creatures to persevere. The routine of adversity, the gradual decay of youthful loves and youthful hopes, the quiet despair (hardly felt as pain) of ever overcoming the chronic temptations with which we have again and again defeated them, the drabness which we create in their lives and the inarticulate resentment with which we teach them to respond to it--all this provides admirable opportunities of wearing out a soul by attrition.

Pain provides an opportunity for heroism; the opportunity is seized with surprising frequency.

I look upon ourselves as partners in all of this, and that each of us contributes and does what he can do best. And so I see not a top rung and a bottom rung - I see all this horizontally - and I see this as part of a matrix. And I see every human being as having a purpose, a destiny, if you like - the destiny that exists in each of us - and find ways and means to provide such opportunities for everyone.

Deep knowledge of the company's industry is essential for understanding the competitive landscape, regulatory environment, and emerging trends. Board members with industry experience can provide valuable insights and guidance on strategic decision-making, risk management, and growth opportunities.

While God is not the author of evil and He never prompts or condones sin, nothing occurs without His sovereign oversight. Others may choose to do evil deeds and God's people may suffer in the short term, but He will transform the evil intentions of evil people into opportunities for the enrichment of those in His care.

God has given you your identity, and that cannot be taken away. God has imbued you with infinite potential, and that cannot be taken away. God has provided you with the opportunity to change your thinking in an instant, and that cannot be taken away. God has given you the capacity to love, and that cannot be taken away. God has entrusted you with the power to live in the light of His abundance in any moment, and that cannot be taken away.

The massive prison construction represents a commitment by our nation to plan for social failure by spending billions of dollars to lock up hundreds of thousands of people while at the same time cutting billions of dollars from programs that would provide opportunity to young Americans.

But perhaps the the great work of art has less importance in itself than in the ordeal it demands of a man and the opportunity it provides him of overcoming his phantoms and approaching a little closer to his naked reality.

The true measure of courage was still waiting for him, however. After way too many years, he’d finally told Blay he was sorry. And then after way too much drama, he’d finally told the guy he was grateful. But coming forward and being real about the fact that he was in love? Even if Blay was with someone else? That was the true divide. And goddamn him, he was going to do it. Not to break the pair of them up, no, that wasn’t it. And not to burden Blay. In this case, payback, as it turned out, was actually a pledge. Something that was made with no expectations and no reservations. It was the jump without a parachute, the leap without knowing, the trip and the fall without anything to catch you. Blay had done that not once, but several times and yeah, sure, Qhuinn wanted to go back to any of those moments of vunerability and beat his earlier incarnations so badly that his head cleared, and he recognized the opportunity he’d been given. Unfortunately, shit didn’t run that way. It was time for him to repay the strength… and in all likelihood, bear the pain that was going to come when he was turned down in a far more kindly manner than he’d provided for. Forcing his lids down, he brought Blay’s knuckles to his mouth, brushing a kiss against them. Then he gave himself up to sleep, letting himself fall into unconsciousness, knowing that, at least for the next few hours, he was safe in the arms of his one and only.

The wilderness journey is about transformation. For you, it could be a personal, spiritual, or professional drought. A desert season of confusion, frustration, and unproductivity. It's an in between stage. Something significant has ended or begun. Yet it provides opportunity for expansion, wisdom, and joy.

The Atonement of Jesus Christ and the healing it offers do much more than provide the opportunity for repentance from sins. The Atonement also gives us the strength to endure 'pains and afflictions and temptations of every kind,' because our Savior also took upon Him 'the pains and the sicknesses of his people' (Alma 7:11). Brothers and sisters, if your faith and prayers and the power of the priesthood do not heal you from an affliction, the power of the Atonement will surely give you the strength to bear the burden.

Order provides the stabilities that we crave, but chaos creates the opportunities for change that we need. [...] Those who are waiting for internal order will be the subjects of external chaos, those who yield to internal chaos will be the architects of a new order.

Life was never intended to consist of a glut of luxury, be an easy course, or filled only with success. There are those games which we lose, those races in which we finish last, and those promotions which never come. Such experiences provide an opportunity for us to show our determination and to rise above disappointment.

If a firm can spot an industry in which the fragmented structure does not reflect the underlying economics of competition, this can provide a most significant strategic opportunity. A company can enter such an industry cheaply because of its initial structure. Since there are no underlying economic causes of fragmentation, none of the investment costs or risks of innovations to change underlying economic structure need be borne.

The modern words “brainwashing,” “thought control,” and “menticide” serve to provide a clearer conception of the actual methods by which man’s integrity can be violated. When a concept is given its right name, it can be more easily recognized—and it is with this recognition that the opportunity for systematic correction begins.

To be courageous, these stories make clear, requires no exceptional qualifications, no magic formula, no special combination of time, place and circumstance. It is an opportunity that sooner or later is presented to us all. Politics merely furnishes one arena which imposes special tests of courage. In whatever arena of life one may meet the challenge of courage, whatever may be the sacrifices he faces if he follow his conscience - the loss of his friends, his fortune, his contentment, even the esteem of his fellow men - each man must decide for himself the course he will follow. The stories of past courage can define that ingredient - they can teach, they can offer hope, they provide inspiration. But they cannot supply courage itself. For this each man must look into his own soul.

Providing students with the opportunity to choose their own books to read empowers and encourages them. It strengthens their self-confidence, rewards their interests, and promotes a positive attitude toward reading by valuing the reader and giving him or her a level of control. Readers without power to make their own choices are unmotivated.

One of my favorite lines from an inaugural address is this—I wonder if you remember who said it? “How can we love our country and not love our countrymen? And loving them, reach out a hand when they fall, heal them when they’re sick, and provide opportunities to make them self-sufficient so they will be equal in fact and not just in theory.” It was said by Ronald Reagan.

Schizophrenia is a cruel disease. The lives of those affected are often chronicles of constricted experiences, muted emotions, missed opportunities, unfulfilled expectations. It leads to a twilight existence, a twentieth century underground man. The fate of these patients has been worsened by our propensity to misunderstand, our failure to provide adequate treatment and rehabilitation, our meager research efforts. A disease which should be found, in the phrase of T.S. Eliot, in the "frigid purgatorial fires" has become through our ignorance and neglect a living hell.

Compassion, however, should mean providing a mechanism to escape poverty rather than simply maintaining people in an impoverished state by supplying handouts. By doing this we give them an opportunity to elevate their personal situations, which eventually decreases our need to take care of them and empowers them to be able to exercise compassion toward others.

Mindfulness as a practice provides endless opportunities to cultivate greater intimacy with your own mind and to tap into and develop your deep interior resources for learning, growing, healing, and potentially for transforming your understanding of who you are and how you might live more wisely and with greater well-being, meaning, and happiness in this world.

The Poverty Tour provided the opportunity to meet many people who had been living paycheck to paycheck even before the economic downturn. To so quickly slide from the great middle into the underworld of the poor validated our suspicions that perhaps these citizens never really were bona fide, middle class Americans. Indeed, some economists assert that the middle class evaporated decades ago.

Once one recognizes the value of having difficult obstacles to overcome, it is a simple matter to see the true benefit that can be gained from competitive sports. In tennis who is it that provides a person with the obstacles he needs in order to experience his highest limits? His opponent, of course! Then is your opponent a friend or an enemy? He is a friend to the extent that he does his best to make things difficult for you. Only by playing the role of your enemy does he become your true friend. Only by competing with you does he in fact cooperate! No one wants to stand around on the court waiting for the big wave. In this use of competition it is the duty of your opponent to create the greatest possible difficulties for you, just as it is yours to try to create obstacles for him. Only by doing this do you give each other the opportunity to find out to what heights each can rise.

One of the only coherent philosophical positions is thus revolt. It is a constant confrontation between man and his own obscurity. It is an insistence upon an impossible transparency. It challenges the world anew every second. Just as danger provided man the unique opportunity of seizing awareness, so metaphysical revolt extends awareness to the whole of experience. It is that constant presence of man in his own eyes. It is not aspiration, for it is devoid of hope. That revolt is the certainty of a crushing fate, without the resignation that ought to accompany it.

Perhaps the most foundational of these insights is the importance of maintaining an objective emotional detachment when calculating your position relative to your adversary’s. Being ruled by your emotions, exaggerating your strengths, denying your weaknesses, and wishful thinking can only lead to catastrophe. But maintaining your impartiality will allow you to see your circumstances with clarity and will provide opportunities to make sound decisions and respond to changing circumstances appropriately.

Asking me not to break the rules of society is like telling your kid not to eat candy because it’s bad for him. The kid will continue to eat candy until you take it away, or until you prove why he shouldn’t. You also need to provide substitutes for the candy you have denied that child. I was told often enough what was bad, but I was never given a substitute or the opportunity to try another world until I had already become so defiant and twisted, I no longer cared about someone else’s right or wrong. By then I could not see enough honest faces in the world to pattern myself after. Your Bibles didn’t mean anything to me. A Bible had driven my mother from her home. The people you chose to raise me beat and raped me and taught me to hate and fear. From what I have seen throughout my life, the laws of the land are practiced only by the little guy. Those who have money and success abuse every law written and get away with it. I admit my reasoning comes from the wrong side of the tracks, but once these opinions are formed and reinforced a few times, it is hard to believe otherwise. So even if I don’t shed a tear, I console myself: I had some help in becoming the person I am.

The more we live as 'free individuals' . . . the more we are effectively non-free, caught within the existing frame of possibilities--we have to be impelled or disturbed into freedom. . . . This paradox thoroughly pervades the form of subjectivity that characterizes 'permissive' liberal society. Since permissiveness and free choice are elevated into a supreme value, social control and domination can no longer appear as infringing on subjects' freedom: they have to appear as (and be sustained by) individuals experiencing themselves as free. There is a multitude of forms of this appearing of un-freedom in the guise of its opposite: in being deprived of universal healthcare, we are told that we are being given a new freedom of choice (to choose our healthcare provider); when we can no longer rely on long-term employment and are compelled to search for a new precarious job every couple of years, we are told that we are being given the opportunity to reinvent ourselves and discover our creative potential; when we have to pay for the education of our children, we are told that we are now able to become 'entrepreneurs of the self," acting like a capitalist freely choosing how to invest the resources he possesses (or has borrowed). In education, health, travel . . . we are constantly bombarded by imposed 'free choices'; forced to make decisions for which we are mostly not qualified (or do not possess enough information), we increasingly experience our freedom as a burden that causes unbearable anxiety. Unable to break out of this vicious cycle alone, as isolated individuals--since the more we act freely the more we become enslaved by the system--we need to be 'awakened' from this 'dogmatic slumber' of fake freedom.

Every trauma provides an opportunity for authentic transformation. Trauma amplifies and evokes the expansion and contraction of psyche, body, and soul. It is how we respond to a traumatic event that determines whether trauma will be a cruel and punishing Medusa turning us into stone, or whether it will be a spiritual teacher taking us along vast and uncharted pathways. In the Greek myth, blood from Medusa’s slain body was taken in two vials; one vial had the power to kill, while the other had the power to resurrect. If we let it, trauma has the power to rob our lives of vitality and destroy it. However, we can also use it for powerful self-renewal and transformation. Trauma, resolved, is a blessing from a greater power.

The relevant question is not whether back then a few extraordinary individuals could overcome a system strongly weighted against them or whether today an admittedly far greater number requiring far less talent can succeed. The real question is whether it's harder for the people in this audience to succeed be they extraordinary, average, or below average. If it is, and I think it obvious that it is, then that's untenable in a country that purports to provide equal opportunity for all. Now of course you'll dispute my claim that it is more difficult to succeed for them. You say the battle's over. I say not only is it not over but you yourself are stationed on the frontline of the battle and have been all these years. This room and the criminal justice system as a whole is the frontline. This is where modern-day segregation lives on.

Birth control doesn’t mean no children. It just means that people have a choice how they want to live. Like rutting, unthinking, breeding animals—or like reasoning creatures. Will a married couple have one, two or three children—whatever number will keep the world population steady and provide a full life of opportunity for everyone? Or will they have four, five or six, unthinking and uncaring, and raise them in hunger and cold and misery? Like that world out there,

Many supporters believe--or want to believe--that Obama will be a transformative political leader in a transformative time. They eagerly await the flowering of peace and social justice policies that will open a new chapter in the abatement of "the structural inequalities that our nation's legacy of discrimination has left behind." Whether Obama, carrying the weight of race on his shoulders in a manner no other United States president ever has, will provide leadership and initiative on these issues is yet to be seen. At every opportunity, we should remind him to try.

I have always found that the Trough periods of the human undulation provide excellent opportunity for all sensual temptations, particularly those of sex. This may surprise you, because, of course, there is more physical energy, and therefore more potential appetite, at the Peak periods; but you must remember that the powers of resistance are then also at their highest. The health and spirits which you... use in producing lust can also... be very easily used for work or play or thought or innocuous merriment. The attack has a much better chance of success when the man's whole inner world is drab and cold and empty. And it is also to be noted that the Trough sexuality is subtly different in quality from that of the Peak - much less likely to lead to... "being in love," much more easily drawn into perversions, much less... generous and imaginative and even spiritual... It is the same with other desires of the flesh. You are much more likely to make [a] man a sound drunkard by pressing drink on him as an anodyne when he is dull and weary... than... when he is happy...

As I come to understand the many talents and characteristics of women, I realize how needed their strengths are in this dispensation. We must remember that we are daughters of God here to provide nurturing care for one another, family and friends--loving care to soften the changes of life felt by all. What a great opportunity we have to fill our God-given role. He has given us the privilege to shape the lives of those entrusted to our care. Even those of us who have not been blessed to have children of our own can still be influential as trainers and nurturers. It does not matter where we live, whether we are rich or poor, whether our family is large or small. Each of us can share that Christ-like love in our "motherly ministry.

The universality of reason is a momentous realization, because it defines a place for morality. If I appeal to you do do something that affects me—to get off my foot, or not to stab me for the fun of it, or to save my child from drowning—then I can't do it in a way that privileges my interests of yours if I want you to take me seriously (say, by retaining my right to stand on your foot, or to stab you, or to let your children drown). I have to state my case in a way that would force me to treat you in kind. I can't act as if my interests are special just because I'm me and you're not, any more than I can persuade you that the spot I am standing on is a special place in the universe just because I happen to be standing on it. You and I ought to reach this moral understanding not just so we can have a logically consistent conversation but because mutual unselfishness is the only way we can simultaneously pursue our interests. You and I are both better off if we share our surpluses, rescue each other's children when they get into trouble, and refrain from knifing each other than we would be if we hoarded our surpluses while they rotted, let each other's children drown, and feuded incessantly. Granted, I might be a bit better off if I acted selfishly at your expense and you played the sucker, but the same is true for you with me, so if each of us tried for these advantages, we'd both end up worse off. Any neutral observer, and you and I if we could talk it over rationally, would have to conclude that the state we should aim for is the one where we both are unselfish. Morality, then, is not a set of arbitrary regulations dictated by a vengeful deity and written down in a book; nor is it the custom of a particular culture or tribe. It is a consequence of the interchangeability of perspectives and the opportunity the world provides for positive-sum games.

I have only a very brief opening statement. I welcome these hearings because of the opportunity that they provide to the American people to better understand why the tragedy of 9/11 happened and what we must do to prevent a reoccurance. I also welcome the hearings because it is finally a forum where I can apologize to the loved ones of the victims of 9/11. To them who are here in the room, to those who are watching on television, your government failed you, those entrusted with protecting you failed you and I failed you. We tried hard, but that doesn't matter because we failed. And for that failure, I would ask -- once all the facts are out -- for your understanding and for your forgiveness. With that, Mr. Chairman, I'll be glad to take your questions.

Greek writers of the fifth century B.C. have a way of speaking of, an attitude towards, religion, as though it were wholly a thing of joyful confidence, a friendly fellowship with the gods, whose service is but a high festival for man. In Homer sacrifice is but, as it were, the signal for a banquet of abundant roast flesh and sweet wine; we hear nothing of fasting, of cleansing, and atonement. This we might perhaps explain as part of the general splendid unreality of the heroic saga, but sober historians of the fifth century B.C. express the same spirit. Thucydides is assuredly by nature no reveller, yet religion is to him in the main 'a rest from toil.' He makes Pericles say: 'Moreover we have provided for our spirit very many opportunities of recreation, by the celebration of games and sacrifices throughout the year.

Don’t strive to be a well-rounded leader. Instead, discover your zone and stay there. Then delegate everything else. Admitting a weakness is a sign of strength. Acknowledging weakness doesn’t make a leader less effective. Everybody in your organization benefits when you delegate responsibilities that fall outside your core competency. Thoughtful delegation will allow someone else in your organization to shine. Your weakness is someone’s opportunity. Leadership is not always about getting things done “right.” Leadership is about getting things done through other people. The people who follow us are exactly where we have led them. If there is no one to whom we can delegate, it is our own fault. As a leader, gifted by God to do a few things well, it is not right for you to attempt to do everything. Upgrade your performance by playing to your strengths and delegating your weaknesses. There are many things I can do, but I have to narrow it down to the one thing I must do. The secret of concentration is elimination. Devoting a little of yourself to everything means committing a great deal of yourself to nothing. My competence in these areas defines my success as a pastor. A sixty-hour workweek will not compensate for a poorly delivered sermon. People don’t show up on Sunday morning because I am a good pastor (leader, shepherd, counselor). In my world, it is my communication skills that make the difference. So that is where I focus my time. To develop a competent team, help the leaders in your organization discover their leadership competencies and delegate accordingly. Once you step outside your zone, don’t attempt to lead. Follow. The less you do, the more you will accomplish. Only those leaders who act boldly in times of crisis and change are willingly followed. Accepting the status quo is the equivalent of accepting a death sentence. Where there’s no progress, there’s no growth. If there’s no growth, there’s no life. Environments void of change are eventually void of life. So leaders find themselves in the precarious and often career-jeopardizing position of being the one to draw attention to the need for change. Consequently, courage is a nonnegotiable quality for the next generation leader. The leader is the one who has the courage to act on what he sees. A leader is someone who has the courage to say publicly what everybody else is whispering privately. It is not his insight that sets the leader apart from the crowd. It is his courage to act on what he sees, to speak up when everyone else is silent. Next generation leaders are those who would rather challenge what needs to change and pay the price than remain silent and die on the inside. The first person to step out in a new direction is viewed as the leader. And being the first to step out requires courage. In this way, courage establishes leadership. Leadership requires the courage to walk in the dark. The darkness is the uncertainty that always accompanies change. The mystery of whether or not a new enterprise will pan out. The reservation everyone initially feels when a new idea is introduced. The risk of being wrong. Many who lack the courage to forge ahead alone yearn for someone to take the first step, to go first, to show the way. It could be argued that the dark provides the optimal context for leadership. After all, if the pathway to the future were well lit, it would be crowded. Fear has kept many would-be leaders on the sidelines, while good opportunities paraded by. They didn’t lack insight. They lacked courage. Leaders are not always the first to see the need for change, but they are the first to act. Leadership is about moving boldly into the future in spite of uncertainty and risk. You can’t lead without taking risk. You won’t take risk without courage. Courage is essential to leadership.

Certain vocations, e.g., raising children, offer a perfect setting for living a contemplative life. They provide a desert for reflection, a real monastery. The mother who stays home with small children experiences a very real withdrawal from the world. Her existence is certainly monastic. Her tasks and preoccupations remove her from the centres of social life and from the centres of important power. She feels removed. Moreover, her constant contact with young children, the mildest of the mild, gives her a privileged opportunity to be in harmony with the mild and learn empathy and unselfishness. Perhaps more so even than the monk or the minister of the Gospel, she is forced, almost against her will, to mature. For years, while she is raising small children, her time is not her own, her own needs have to be put into second place, and every time she turns around some hand is reaching out demanding something.

The challenge of ministry in our home is that we do not always feel very “spiritual” when we wash our dishes. It hardly feels significant to scrub our toilet. and we can feel that we are truly ministering when the Lord uses us to communicate a word of wisdom to someone, or He provides an opportunity to share the gospel with our neighbor. That seems like real ministry. And that is real ministry to be sure! But no more so than when we are wiping runny noses or cleaning the bathroom. That is because we have a very narrow view of true spirituality... The Lord wants to help us see the significance of ministry at home. He also wants to expand our vision for the multiple opportunities that we have for ministry in the home. Let’s ask the LORD to help us gain a biblical perspective of our ministry at home.

The first commendment of hte post 1970s meritocracy can be sumed up as follows: "Thou shall provide equality of opportunity to all, regardless of race, gender, or sexual oritentation, but worry not about equality of outcomes." But what we've seen time and time again is that the two aren't so neatly separated. If you don't concern yourself at all with equality fo outcomes, you will, over time, produce a system with horrendous inequality of opportunity. This is the paradox of meritocracy: It can only truly come to flower in a society that starts out with a relatively high degree of equality. So if you want meritocracy, work for equality. Because it is only in a society which values equality of actual outcomes, one that promotes the commonweal and social solidarity, that equal opportunity and earned mobility can flourish.

There’s something else about this list that really jumps out. Take another look at the top five attributes listed there—the key characteristics defining a world-class sales experience: Rep offers unique and valuable perspectives on the market. Rep helps me navigate alternatives. Rep provides ongoing advice or consultation. Rep helps me avoid potential land mines. Rep educates me on new issues and outcomes. Each of these attributes speaks directly to an urgent need of the customer not to buy something, but to learn something. They’re looking to suppliers to help them identify new opportunities to cut costs, increase revenue, penetrate new markets, and mitigate risk in ways they themselves have not yet recognized. Essentially this is the customer—or 5,000 of them at least, all over the world—saying rather emphatically, “Stop wasting my time. Challenge me. Teach me something new.

True choice requires that a person have the ability to choose an option and not be prevented from choosing it by any external force, meaning that a system tending too far toward either extreme will limit People’s opportunities. Also, both extremes can produce additional problems in practice. Aside from the fact that a lack of “freedom to” can lead to privation, suffering, and death for those who can’t provide for themselves, it can also lead to a de facto plutocracy. The extremely wealthy can come to wield disproportionate power, enabling them to avoid punishment for illegal practices or to change the law itself in ways that perpetuate their advantages at the cost of others, a charge often levied against the “robber baron” industrialists of the late nineteenth century. A lack of “freedom from,” on the other hand, can encourage people to do less work than they’re capable of since they know their needs will be met, and it may stifle innovation and entrepreneurship because people receive few or no additional material benefits for exerting additional effort. Moreover, a government must have extensive power over its people to implement such a system, and as can be seen in the actions of the majority of communist governments in the past, power corrupts.

This myth of meritocracy and equal opportunities encourages individualism over collective action, because when people believe this myth, they obviously see no need for protest movements around particular classes or identities, such as the Women's Movement or the Civil Rights workplace, education or in their personal lives, they are more likely to blame themselves, rather than sexism, racism, class oppression or homophobia; concepts which in current society are often seen as out of date. This type of blame even applies to experiences of actual violence or harassment with too many people believing that it is their fault if they are sexually harassed in the workplace or at school, abused by a partner or are a victim of sexual violence. Our society encourages this view, and in turn, that keeps people isolated and alone, rather than providing them the opportunity to get involved in collective struggles against such common experiences.

An autotelic experience is very different from the feelings we typically have in the course of life. So much of what we ordinarily do has no value in itself, and we do it only because we have to do it, or because we expect some future benefit from it. Many people feel that the time they spend at work is essentially wasted—they are alienated from it, and the psychic energy invested in the job does nothing to strengthen their self. For quite a few people free time is also wasted. Leisure provides a relaxing respite from work, but it generally consists of passively absorbing information, without using any skills or exploring new opportunities for action. As a result life passes in a sequence of boring and anxious experiences over which a person has little control. The autotelic experience, or flow, lifts the course of life to a different level. Alienation gives way to involvement, enjoyment replaces boredom, helplessness turns into a feeling of control, and psychic energy works to reinforce the sense of self, instead of being lost in the service of external goals. When experience is intrinsically rewarding life is justified in the present, instead of being held hostage to a hypothetical future gain.

I began looking for these four: Smart. It doesn’t mean high IQ (although that’s great), it means disposed toward learning. If there’s a best practice anywhere, adopt it. We want to turn as much as possible into a routine so we can focus on the few things that require human intelligence and creativity. A good interview question for this is: “Tell me about the last significant thing you learned about how to do your job better.” Or you might ask a candidate: “What’s something that you’ve automated? What’s a process you’ve had to tear down at a company?” Humble. I don’t mean meek or unambitious, I mean being humble in the way that Steph Curry is humble. If you’re humble, people want you to succeed. If you’re selfish, they want you to fail. It also gives you the capacity for self-awareness, so you can actually learn and be smart. Humility is foundational like that. It is also essential for the kind of collaboration we want at Slack. Hardworking. It does not mean long hours. You can go home and take care of your family, but when you’re here, you’re disciplined, professional, and focused. You should also be competitive, determined, resourceful, resilient, and gritty. Take this job as an opportunity to do the best work of your life. Collaborative. It’s not submissive, not deferential—in fact it’s kind of the opposite. In our culture, being collaborative means providing leadership from everywhere. I’m taking responsibility for the health of this meeting. If there’s a lack of trust, I’m going to address that. If the goals are unclear, I’m going to deal with that. We’re all interested in getting better and everyone should take responsibility for that. If everyone’s collaborative in that sense, the responsibility for team performance is shared. Collaborative people know that success is limited by the worst performers, so they are either going to elevate them or have a serious conversation. This one is easy to corroborate with references, and in an interview you can ask, “Tell me about a situation in your last company where something was substandard and you helped to fix it.

Democracy is a way of life controlled by a working faith in the possibilities of human nature. Belief in the Common Man is a familiar article in the democratic creed. That belief is without basis and significance save as it means faith in the potentialities of human nature as that nature is exhibited in every human being irrespective of race, color, sex, birth and family, of material or cultural wealth. This faith may be enacted in statutes, but it is only on paper unless it is put in force in the attitudes which human beings display to one another in all the incidents and relations of daily life. To denounce Nazism for intolerance, cruelty and stimulation of hatred amounts to fostering insincerity if, in our personal relations to other persons, if, in our daily walk and conversation, we are moved by racial, color or other class prejudice; indeed, by anything save a generous belief in their possibilities as human beings, a belief which brings with it the need for providing conditions which will enable these capacities to reach fulfillment. The democratic faith in human equality is belief that every human being, independent of the quantity or range of his personal endowment, has the right to equal opportunity with every other person for development of whatever gifts he has.

The artistically inclined delight in the Game because it provides opportunities for improvisation and fantasy. The strict scholars and scientists despise it – and so do some musicians also – because, they say, it lacks that degree of strictness which their specialties can achieve. Well and good, you will encounter these antinomies, and in time you will discover that they are subjective, not objective – that, for example, a fancy-free artist avoids pure mathematics or logic not because he understands them and could say something about them if he wished, but because he instinctively inclines toward other things. Such instinctive and violent inclinations and disinclinations are signs by which you can recognize the pettier souls. In great souls and superior minds, these passions are not found. Each of us is merely one human being, merely an experiment, a way station. But each of us should be on the way toward perfection, should be striving to reach the center, not the periphery. Remember this: one can be a strict logician or grammarian, and at the same time full of imagination and music. One can be a musician or Glass Bead Game player and at the same time wholly devoted to rule and order. The kind of person we want to develop, the kind of person we aim to become, would at any time be able to exchange his discipline or art for any other. He would infuse the Glass Bead Game with crystalline logic, and grammar with creative imagination. That is how we ought to be. We should be so constituted that we can at any time be placed in a different position without offering resistance or losing our heads.

Frosh (2002) has suggested that therapeutic spaces provide children and adults with the rare opportunity to articulate experiences that are otherwise excluded from the dominant symbolic order. However, since the 1990s, post-modern and post-structural theory has often been deployed in ways that attempt to ‘manage’ from; afar the perturbing disclosures of abuse and trauma that arise in therapeutic spaces (Frosh 2002). Nowhere is this clearer than in relation to organised abuse, where the testimony of girls and women has been deconstructed as symptoms of cultural hysteria (Showalter 1997) and the colonisation of women’s minds by therapeutic discourse (Hacking 1995). However, behind words and discourse, ‘a real world and real lives do exist, howsoever we interpret, construct and recycle accounts of these by a variety of symbolic means’ (Stanley 1993: 214). Summit (1994: 5) once described organised abuse as a ‘subject of smoke and mirrors’, observing the ways in which it has persistently defied conceptualisation or explanation. Explanations for serious or sadistic child sex offending have typically rested on psychiatric concepts of ‘paedophilia’ or particular psychological categories that have limited utility for the study of the cultures of sexual abuse that emerge in the families or institutions in which organised abuse takes pace. For those clinicians and researchers who take organised abuse seriously, their reliance upon individualistic rather than sociological explanations for child sexual abuse has left them unable to explain the emergence of coordinated, and often sadistic, multi—perpetrator sexual abuse in a range of contexts around the world.

As I was editing this chapter, a survey of more than thirty-five hundred Australian surgeons revealed a culture rife with bullying, discrimination, and sexual harassment, against women especially (although men weren’t untouched either). To give you a flavor of professional life as a woman in this field, female trainees and junior surgeons “reported feeling obliged to give their supervisors sexual favours to keep their jobs”; endured flagrantly illegal hostility toward the notion of combining career with motherhood; contended with “boys’ clubs”; and experienced entrenched sexism at all levels and “a culture of fear and reprisal, with known bullies in senior positions seen as untouchable.”68 I came back to this chapter on the very day that news broke in the state of Victoria, Australia, where I live, of a Victorian Equal Opportunity and Human Rights Commission report revealing that sexual discrimination and harassment is also shockingly prevalent in the Victorian Police, which unlawfully failed to provide an equal and safe working environment.69 I understand that attempts to identify the psychological factors that underlie sex inequalities in the workplace are well-meaning. And, of course, we shouldn’t shy away from naming (supposedly) politically unpalatable causes of those inequalities. But when you consider the women who enter and persist in highly competitive and risky occupations like surgery and policing—despite the odds stacked against them by largely unfettered sex discrimination and harassment—casual scholarly suggestions that women are relatively few in number, particularly in the higher echelons, because they’re less geared to compete in the workplace, start to seem almost offensive. Testosterone

There is a vast difference between being a Christian and being a disciple. The difference is commitment. Motivation and discipline will not ultimately occur through listening to sermons, sitting in a class, participating in a fellowship group, attending a study group in the workplace or being a member of a small group, but rather in the context of highly accountable, relationally transparent, truth-centered, small discipleship units. There are twin prerequisites for following Christ - cost and commitment, neither of which can occur in the anonymity of the masses. Disciples cannot be mass produced. We cannot drop people into a program and see disciples emerge at the end of the production line. It takes time to make disciples. It takes individual personal attention. Discipleship training is not about information transfer, from head to head, but imitation, life to life. You can ultimately learn and develop only by doing. The effectiveness of one's ministry is to be measured by how well it flourishes after one's departure. Discipling is an intentional relationship in which we walk alongside other disciples in order to encourage, equip, and challenge one another in love to grow toward maturity in Christ. This includes equipping the disciple to teach others as well. If there are no explicit, mutually agreed upon commitments, then the group leader is left without any basis to hold people accountable. Without a covenant, all leaders possess is their subjective understanding of what is entailed in the relationship. Every believer or inquirer must be given the opportunity to be invited into a relationship of intimate trust that provides the opportunity to explore and apply God's Word within a setting of relational motivation, and finally, make a sober commitment to a covenant of accountability. Reviewing the covenant is part of the initial invitation to the journey together. It is a sobering moment to examine whether one has the time, the energy and the commitment to do what is necessary to engage in a discipleship relationship. Invest in a relationship with two others for give or take a year. Then multiply. Each person invites two others for the next leg of the journey and does it all again. Same content, different relationships. The invitation to discipleship should be preceded by a period of prayerful discernment. It is vital to have a settled conviction that the Lord is drawing us to those to whom we are issuing this invitation. . If you are going to invest a year or more of your time with two others with the intent of multiplying, whom you invite is of paramount importance. You want to raise the question implicitly: Are you ready to consider serious change in any area of your life? From the outset you are raising the bar and calling a person to step up to it. Do not seek or allow an immediate response to the invitation to join a triad. You want the person to consider the time commitment in light of the larger configuration of life's responsibilities and to make the adjustments in schedule, if necessary, to make this relationship work. Intentionally growing people takes time. Do you want to measure your ministry by the number of sermons preached, worship services designed, homes visited, hospital calls made, counseling sessions held, or the number of self-initiating, reproducing, fully devoted followers of Jesus? When we get to the shore's edge and know that there is a boat there waiting to take us to the other side to be with Jesus, all that will truly matter is the names of family, friends and others who are self initiating, reproducing, fully devoted followers of Jesus because we made it the priority of our lives to walk with them toward maturity in Christ. There is no better eternal investment or legacy to leave behind.

A system of justice does not need to pursue retribution. If the purpose of drug sentencing is to prevent harm, all we need to do is decide what to do with people who pose a genuine risk to society or cause tangible harm. There are perfectly rational ways of doing this; in fact, most societies already pursue such policies with respect to alcohol: we leave people free to drink and get inebriated, but set limits on where and when. In general, we prosecute drunk drivers, not inebriated pedestrians. In this sense, the justice system is in many respects a battleground between moral ideas and evidence concerning how to most effectively promote both individual and societal interests, liberty, health, happiness and wellbeing. Severely compromising this system, insofar as it serves to further these ideals, is our vacillation or obsession with moral responsibility, which is, in the broadest sense, an attempt to isolate the subjective element of human choice, an exercise that all too readily deteriorates into blaming and scapegoating without providing effective solutions to the actual problem. The problem with the question of moral responsibility is that it is inherently subjective and involves conjecture about an individuals’ state of mind, awareness and ability to act that can rarely if ever be proved. Thus it involves precisely the same type of conjecture that characterizes superstitious notions of possession and the influence of the devil and provides no effective means of managing conduct: the individual convicted for an offence or crime considered morally wrong is convicted based on a series of hypotheses and probabilities and not necessarily because he or she is actually morally wrong. The fairness and effectiveness of a system of justice based on such hypotheses is highly questionable particularly as a basis for preventing or reducing drug use related harm. For example, with respect to drugs, the system quite obviously fails as a deterrent and the system is not organised to ‘reform’ the offender much less to ensure that he or she has ‘learned a lesson’; moreover, the offender does not get an opportunity to make amends or even have a conversation with the alleged victim. In the case of retributive justice, the justice system is effectively mopping up after the fact. In other words, as far as deterrence is concerned, the entire exercise of justice becomes an exercise based on faith, rather than one based on evidence.

Fifteen years ago, a business manager from the United States came to Plum Village to visit me. His conscience was troubled because he was the head of a firm that designed atomic bombs. I listened as he expressed his concerns. I knew if I advised him to quit his job, another person would only replace him. If he were to quit, he might help himself, but he would not help his company, society, or country. I urged him to remain the director of his firm, to bring mindfulness into his daily work, and to use his position to communicate his concerns and doubts about the production of atomic bombs. In the Sutra on Happiness, the Buddha says it is great fortune to have an occupation that allows us to be happy, to help others, and to generate compassion and understanding in this world. Those in the helping professions have occupations that give them this wonderful opportunity. Yet many social workers, physicians, and therapists work in a way that does not cultivate their compassion, instead doing their job only to earn money. If the bomb designer practises and does his work with mindfulness, his job can still nourish his compassion and in some way allow him to help others. He can still influence his government and fellow citizens by bringing greater awareness to the situation. He can give the whole nation an opportunity to question the necessity of bomb production. Many people who are wealthy, powerful, and important in business, politics, and entertainment are not happy. They are seeking empty things - wealth, fame, power, sex - and in the process they are destroying themselves and those around them. In Plum Village, we have organised retreats for businesspeople. We see that they have many problems and suffer just as others do, sometimes even more. We see that their wealth allows them to live in comfortable conditions, yet they still suffer a great deal. Some businesspeople, even those who have persuaded themselves that their work is very important, feel empty in their occupation. They provide employment to many people in their factories, newspapers, insurance firms, and supermarket chains, yet their financial success is an empty happiness because it is not motivated by understanding or compassion. Caught up in their small world of profit and loss, they are unaware of the suffering and poverty in the world. When we are not int ouch with this larger reality, we will lack the compassion we need to nourish and guide us to happiness. Once you begin to realise your interconnectedness with others, your interbeing, you begin to see how your actions affect you and all other life. You begin to question your way of living, to look with new eyes at the quality of your relationships and the way you work. You begin to see, 'I have to earn a living, yes, but I want to earn a living mindfully. I want to try to select a vocation not harmful to others and to the natural world, one that does not misuse resources.' Entire companies can also adopt this way of thinking. Companies have the right to pursue economic growth, but not at the expense of other life. They should respect the life and integrity of people, animals, plants and minerals. Do not invest your time or money in companies that deprive others of their lives, that operate in a way that exploits people or animals, and destroys nature. Businesspeople who visit Plum Village often find that getting in touch with the suffering of others and cultivating understanding brings them happiness. They practise like Anathapindika, a successful businessman who lived at the time of the Buddha, who with the practise of mindfulness throughout his life did everything he could to help the poor and sick people in his homeland.

Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time. A lot of people may think it’s strange that an Internet company is so focused on the telephone, when only about 5 percent of our sales happen through the telephone. In fact, most of our phone calls don’t even result in sales. But what we’ve found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory. The majority of phone calls don’t result in an immediate order. Sometimes a customer may be calling because it’s her first time returning an item, and she just wants a little help stepping through the process. Other times, a customer may call because there’s a wedding coming up this weekend and he wants a little fashion advice. And sometimes, we get customers who call simply because they’re a little lonely and want someone to talk to. I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00 PM. We had missed the deadline by several hours. In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help. The Zappos rep was initially a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time. Now, truth be told, I was a little hesitant to include this story because I don’t actually want everyone who reads this book to start calling Zappos and ordering pizza. But I just think it’s a fun story to illustrate the power of not having scripts in your call center and empowering your employees to do what’s right for your brand, no matter how unusual or bizarre the situation. As for my friend from Skechers? After that phone call, she’s now a customer for life. Top 10 Ways to Instill Customer Service into Your Company   1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top.   2. Make WOW a verb that is part of your company’s everyday vocabulary.   3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare.   4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.   5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts.   6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well.   7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize.   8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company.   9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.