A large grocery store opened a new outlet in my neighborhood. A small basket of red apples sits by the cash register. The sign in the basket reads: ‘Free apple if our staff at check-out did not greet you and say thank you.’ But the apple basket stays full. Not because the check-out staff are [...]

We meet people face-to-face, at counters, in meetings, in writing and over the phone. Often our moments of contact are brief, fragmented, and mere snapshots in the longer movie of their lives. We form impressions based upon these moments, and act upon those feelings. But we may never know what’s really going on.