Words like -- 'you did a bad job and you always do that' -- they tell you in therapy that 'you' is a very destructive word unless it is used in a positive way,

[Children] just cannot be sad too long, it is not in them, as children mourn in little bits here and there like patchwork in their lives.

When I told (the crew) we were going to New Orleans this year, as soon as the words were out of my mouth everybody started telling me, 'Oh, you have to eat here, the food is fabulous,' or 'Eat at this place, it's great,' ... And the thing they all said was the food is fabulous.

Pronounce your words clearly and don't trail off at the end of a sentence. You want to make sure you are heard and understood. Additionally, pause to give the person on the other end of the line a chance to digest what you are saying and to participate in the conversation.

Words of comfort, skillfully administered, are the oldest therapy known to man.

There's very little value in getting angry at anybody over the telephone, it is too easy to hang up.