major deposits into the emotional bank understanding the individual…

Page 196 major deposits into the emotional bank understanding the individual Attending to the little things keeping commitments clarifying expectations and showing personal integrity, apologies sincerely when you make a withdrawal.

— from Friends, Community & Society (Relationships/Community/Society)

In the book

And like any account, it runs on deposits and withdrawals. You make deposits by understanding the person, by attending to the little things, by keeping your commitments, by being clear about expectations, and — crucially — by apologizing sincerely whenever you make a withdrawal. Keep the balance high and the relationship can survive almost anything; let it run dry and small frictions become fatal. […] So here is how to fly well among the billion others. Tend the emotional bank account. Make deposits — understand the person, keep your commitments, attend to the little things, and apologize quickly when you make a withdrawal; and remember that broken relationships almost always begin with a broken agreement. Choose your circle. Run, do not walk, from toxic people; stop trying to win over the unsupportive; and for the people who matter, ask whether you like, trust, and respect them. — Friends, Community & Society (Relationships/Community/Society)

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