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• Emotional Bank Account-amount of trust that’s been built up in a relationship (courtesy, kindness, honesty,
keeping commitments). You can build up an emotional reserve that survives mistakes by others. When the trust
account is high, communication is easy, instant and effective. Trust level is eroded by over-reacting, ignoring,
being dishonest, not keeping commitments.
• What are the six major deposits to the Emotional Bank Account? Ask people to give examples.
ͳͳ Understanding the individual
ͳͳ Attending to the little things
ͳͳ Keeping commitments
ͳͳ Clarifying expectations
ͳͳ Showing personal integrity
ͳͳ Apologizing sincerely when you make a withdrawal
Homework Assignment
• Listen to Habit 1 and Habit 2 through Mission Statement (Track 1-33 through Track 2-16; approximately 40
minutes). Next meeting will have a focus on personal mission and BL Mission and Vision.
• After listening to the above, select a problem from your work or personal life that is frustrating to you. Identify the
first step you can take in your circle of Influence to solve it and take the next step.
Cohort Meeting 7 (cont’d)