“When in doubt, be human; if you are certain, be human anyway”
* Ambivalence starts the path towards escalation.
* Courtesy takes the same effort as being cruel and discourteous.
* See it through their eyes, their lens is different than yours.
Empathy is not sympathy, and it’s not that we should “feel bad” for the individuals we deal with, however we should always validate and understand the feeling they own and circumstance they are in. Everyone has a different story and someone that loves them, and some of us have even had loved ones behind bars. When we suspend judgment, becoming more curious and less suspicious, we will find that our interactions will be much more effective.