“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.”