"i have come to the frightening conclusion that i am the decisive element. it is my personal approach that creates the climate. it is my daily mood that makes the weather. i possess tremendous power to make life miserable or joyous. i can be a tool of torture or an instrument of inspiration. i can humiliate or humor, hurt or heal.
in all situations, it is my response that decides whether a crisis is escalated or de-escalated, and a person is humanized or de-humanized.
if we treat people as they are, we make them worse. if we treat people as they ought to be, we help them become what they are capable of becoming."