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21 " Transitions should be marked, milestones commemorated, and pits filled. That’s the essence of thinking in moments. "
― Chip Heath , The Power of Moments: Why Certain Experiences Have Extraordinary Impact
22 " And that’s the first surprise about change: What looks like a people problem is often a situation problem. "
― Chip Heath , Switch: How to Change Things When Change Is Hard
23 " What’s working, and how can we do more of it?” Sounds simple, doesn’t it? Yet, in the real world, this obvious question is almost never asked. Instead, the question we ask is more problem focused: “What’s broken, and how do we fix it? "
24 " Success emerges from the quality of the decisions we make and the quantity of luck we receive. We can't control luck. But we can control the way we make choices. "
― Chip Heath , Decisive: How to Make Better Choices in Life and Work
25 " The status quo feels comfortable and steady because much of the choice has been squeezed out. You have your routines, your ways of doing things. "
26 " One of IDEO’s designers even sketched out a “project mood chart” that predicts how people will feel at different phases of a project. It’s a U-shaped curve with a peak of positive emotion, labeled “hope,” at the beginning, and a second peak of positive emotion, labeled “confidence,” at the end. In between the two peaks is a negative emotional valley labeled “insight. "
27 " Until you can ladder your way down from a change idea to a specific behavior, you’re not ready to lead a switch. "
28 " You can’t appreciate the solution until you appreciate the problem. So when we talk about “tripping over the truth,” we mean the truth about a problem or harm. That’s what sparks sudden insight. "
29 " There’s nine times more to gain by elevating positive customers than by eliminating negative ones. "
30 " Regrets of the Dying.” She shared the five most common regrets of the people she had come to know: 1. I wish I’d had the courage to live a life true to myself, not the life others expected of me. (“Most people had not honoured even a half of their dreams and had to die knowing that it was due to choices they had made, or not made.”) 2. I wish I hadn’t worked so hard. 3. I wish I’d had the courage to express my feelings. (“Many people suppressed their feelings in order to keep peace with others.”) 4. I wish I had stayed in touch with my friends. 5. I wish that I had let myself be happier. (“Many did not realize until the end that happiness is a choice. They had stayed stuck in old patterns and habits.”) "
31 " Create a need for closure. "
― Chip Heath
32 " To get someone's attention break a pattern of thinking. "
33 " The most basic way to make people care is to form an association between something they don’t yet care about and something they do care about. We "
― Chip Heath , Made to Stick: Why Some Ideas Survive and Others Die
34 " The Aha! experience is much more satisfying when it's preceded by the huh experience. "
35 " Courage is resistance to fear, mastery of fear—not absence of fear. "
36 " When you’re at the beginning, don’t obsess about the middle, because the middle is going to look different once you get there. "
37 " When you say three things, you say nothing. "
38 " one way to motivate a switch is to shrink the change, which makes people feel “big” relative to the challenge. "
39 " Specific, Measurable, Actionable, Relevant, and Timely "
40 " People are tempted to tell you everything, with perfect accuracy, right up front, when they should be giving you just enough info to be useful, then a little more, then a little more. "