"To make astute people believe one is what one is not is, in most cases, harder than actually to become what one wishes to appear."

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Studying design has made me a much, much more astute observer of this aspect of business. And I'm working mightily to improve my empathic skills. I've dramatically improved my ability to read facial expressions - and I'm trying to be a better, more attentive listener.

— Daniel H. Pink