Readwise Highlights

7-38-55 rule. That is, only 7 percent of a message is based on the words while 38 percent comes from the tone of voice and 55 percent from the speaker’s body language and face.

There are two types of information: stuff you’ll still care about in the future, and stuff that matters less and less over time. Long-term vs. expiring knowledge. It’s critical to identify which is which when you come across something new.

To be precise, according to our research, any customer service interaction is four times more likely to drive disloyalty than to drive loyalty (see figure 1.5).

without tons of thought: It seems like __________ is important. It seems you feel like my company is in a unique position to __________. It seems like you are worried that __________.

A feel­ing is an idea that hasn’t been artic­u­lated yet, whereas an idea is more like the receipt that comes out of the cash reg­is­ter of the thinking process.

You’ll get 10x better results by elevating good behavior rather than punishing bad behavior, especially in children and animals.

Parents, we need to be their greatest supportive coach. It is our job to be the coach that we always wanted. Our actions shape their beliefs. We are the greatest influence on our children’s lives and in their development, stability, attitudes, likes, and dislikes. Children watch everything we do and learn by modeling behaviors and beliefs about

Efficiency is highly overrated; Goofing off is highly underrated. Regularly scheduled sabbaths, sabbaticals, vacations, breaks, aimless walks and time off are essential for top performance of any kind. The best work ethic requires a good rest ethic.

One: You have to train yourself to notice things. It's not 100% natural at first – it certainly wasn’t for me – but raising those antennae is a very worthwhile thing to do. And it snowballs: once I got started taking notes, I ended up taking more and more of them.

Two: Be very liberal about what you keep. If you're going through your notes, cross