When you assume negative intent, you’re angry. If you take away that anger and assume positive intent, you will be amazed. Your emotional quotient goes up because you are no longer almost random in your response. You don’t get defensive. You don’t scream. You are trying to understand and listen because at your basic core you are saying, “Maybe they are saying something to me that I’m not hearing.” – Indra Nooyi (CEO and Chairman of Pepsico)
Assuming positive intention – that’s nursing all day erry day. Some days it’s just a lot harder.