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"I have come to the frightening conclusion that I am the decisive element. It is my personal approach that creates the climate; it is my daily mood that makes the weather. I possess tremendous power to make life miserable or joyful. I can be a tool of torture, or an instrument of inspiration. I can humiliate or humor, hurt or heal. In all situations, it is my response that decides where a crisis will be escalated or de-escalated and a person humanized, or de-humanized. If we treat people as they are, we make them worse. If we treat people as they ought to be, we help them become what they are capable of becoming."