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WHEN A CHILD Handprintsneeds to go wash her hands, it’s best not to say, “don’t touch the walls!”  That’s the surest way to ensure that you’ll get handprints all over the place.

Instead, you give them the positive instruction, “keep your hands together until you get to the bathroom!”

The idea is that the word “not” tends to be filtered out, and you’re firmly planting the unconscious message, “touch the walls!”  This has been verified through experimentation, and I’ve seen it work in practice.

The same works for adults.

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MAYA (SYLVIA) DOLENA Sylvia Dolenais a colleague of mine from when we both worked for Hewlett-Packard. She led and provided consulting, coaching and training expertise for dozens of initiatives in employee engagement, technology implementation, and customer satisfaction.

Now, Sylvia is a Master Business Consultant and Executive Coach in Hawaii, and founder of Conscious Commerce Coalition and Winning Edge University. I was grateful to have a conversation with her recently about her experience working on building trust between people and companies.


Sylvia, you have some expertise on building companies which have Trust and Integrity. Could you help me understand how you’re using these concepts?

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