Quotes About Interaction

Creating great experiences is not about individual touchpoint optimization but rather how touchpoints come together into a unified whole.

Moments of truth can be thought of as a special type of touchpoint. They are critical, emotionally charged interactions, and usually occur when someone has invested a high degree of energy in a desired outcome. Moments of truth either make or break the relationship.

Of course a poem is a two-way street. No poem is any good if it doesn't suggest to the reader things from his own mind and recollection that he will read into it, and will add to what the poet has suggested. But I do think poetry readings are very important.

they are missing the short- and long-term benefits of serendipitous interactions.

They shared a fondness for barbed humor and skill at using it to defuse stress. Each recognized the other as a master of this dangerous game, producing mutual respect.

Be loving in conflict or be loving in frustration or let love command your every interaction because "love never fails.

Good interviewers share three features. They . . . obtain the greatest amount of accurate information relevant to diagnosis and management, in the shortest period of time, consistent with creating and maintaining a good working relationship (rapport) with the patient.

If we think of society as all that a people does under the veil of necessity, we must also think of it as a single finite game that includes any number of smaller games within its boundaries.

Infinite players do not oppose the actions of others, but initiate actions of their own in such a way that others will respond by initiating their own.

Speaker and listener understand each other not because they have the same knowledge about something, and not because they have established a likeness of mind, but because they know "how to go on" with each other (Wittgenstein).

I am not strong because I can force others to do what I wish as a result of my play with them, but because I can allow them to do what they wish in the course of my play with them. 30

When I forsake my genius and speak to you as though I were another, I also speak to you as someone you are not and somewhere you are not. I address you as audience, and do not expect you to respond as the genius you are.

To be playful is not to be trivial or frivolous, or to act as though nothing of consequence will happen. On the contrary, when we are playful with each other we relate as free persons, and the relationship is open to surprise; everything that happens is of consequence. It is, in fact, seriousness that closes itself to consequence, for seriousness is a dread of the unpredictable outcome of open possibility.

They are valid only if and when players freely play by them.

To be playful is not to be trivial or frivolous, or to act as though nothing of consequence will happen. On the contrary, when we are playful with each other we relate as free persons, and the relationship is open to surprise: *everything* that happens is of consequence, for seriousness is a dread of the unpredictable outcome of open possibility. To be serious is to press for a specified conclusion. To be playful is to allow for possibility whatever the cost to oneself.

Indeed, the only purpose of the game is to prevent it from coming to an end, to keep everyone in play.

When I am touched, I am touched only as the person I am behind all the theatrical masks, but at the same time I am changed from within-and whoever touches me is touched as well. We do not touch by design. Indeed, all designs are shattered by touching. Whoever touches and whoever is touched cannot but be surprised. (The unpredictability of this phenomenon is reflected in our reference to the insane as "touched.")

Since a culture is not anything persons do, but anything they do with each other, we may say that a culture comes into being whenever persons choose to be a people. It is as a people that they arrange their rules with each other, their moralities, their modes of communication.

Each person whose horizon is affected by the Renaissance affects the horizon of the Renaissance in turn.

NO ONE CAN PLAY a game alone. One cannot be human by oneself. There is no selfhood where there is no community. We do not relate to others as the persons we are; we are who we are in relating to others.

Finite speakers come to speech with their voices already trained and rehearsed. They must know what they are doing with the language before they can speak it. Infinite speakers must wait to see what is done with their language by the listeners before they can know what they have said. Infinite speech does not expect the hearer to see what is already known to the speaker, but to share a vision the speaker could not have had without the response of the listener.

the only purpose of the game is to prevent it from coming to an end, to keep everyone in play.

Hello, Max," he said quietly, searching my face. "How do you feel?" Which was a ten on the "imbecilic question" scale of one to ten. Why, I feel fine, Jeb," I said brightly. "How about you?" Any nausea? Headache?" Yep. And it's standing here talking to me.

Basically, I have two speeds.... Hostile or smart-aleck. Your choice.