Every moment of an interaction is precious. Within that short time frame you have the opportunity to improve someone’s life, and often what you say or do can be life changing.
But this can only happen if you first observe and listen.
The intention to make a difference starts with you hearing what people say, verbally and non-verbally, and then handing it back with your heart in a way that initiates change at the deepest level. The language of the heart is a universal language that everyone can understand, because it’s something that is felt, not heard.
Teaching at Roehampton University 2008