Books help us understand who we are and how we are to behave. They show us what community and friendship mean; they show us how to live and die. They are full of all the things that you don’t get in real life—wonderful, lyrical language, for instance, right off the bat. And quality of attention: we may notice amazing details during the course of a day but we rarely let ourselves stop and really pay attention. An author makes you notice, makes you pay attention, and this is a great gift. My gratitude for good writing is unbounded; I’m grateful for it the way I’m grateful for the ocean. Aren’t you? I ask.

If your deepest beliefs drive your writing, they will not only keep your work from being contrived but will help you discover what drives your characters. You may find some really good people beneath the packaging and posing—people whom we, your readers, will like, whose company we will rejoice in. We like certain characters because they are good or decent—they internalize some decency in the world that makes them able to take a risk or make a sacrifice for someone else. They let us see that there is in fact some sort of moral compass still at work here, and that we, too, could travel by this compass if we so choose.

So the acknowledgment that in the midst of ourselves there is still a good part that hasn’t been corrupted and destroyed, that we can tap into and reclaim, is most reassuring. When a more or less ordinary character, someone who is both kind and self-serving, somehow finds that place within where he or she is still capable of courage and goodness, we get to see something true that we long for. This is what helps us connect with your characters and with your book. This is what makes it a book we will foist on our friends, a book we will remember, that will accompany us through life.

Nobody likes these tough situations, but some people are better than others at remaining steady and providing care and support through the bumps and dips of life. If you’re the friend whom others lean on in difficult times, who might be described as empathetic and undramatic, who can be counted on to defuse rather than escalate tensions, then you’ll be better equipped to deal with the range of emotionally charged scenarios that meet any manager’s path.

I like the Gottlieb-and-John story because it illuminates many of the gentle skills it takes to be truly receptive—particularly, the ability to be generous about human frailty, to be patient and let others emerge at their own pace—but it also illuminates the mental toughness that is sometimes required. The wise person is there not to be walked over but to stand up for the actual truth, to call the other person out when need be, if they are hiding from some hard reality. “Receptivity without confrontation leads to a bland neutrality that serves nobody,” the theologian Henri Nouwen wrote. “Confrontation without receptivity leads to an oppressive aggression which hurts everybody.”” (Brooks, “How to Know a

Person”, p.259)

“It’s about how to tell someone about their shortcomings in a way that offers maximal support. Let me give you a trivial, everyday example of why critiquing with care can be so effective. When I’m writing, I sometimes unconsciously know that a part of what I’m writing is not working. I have these vague vibrations that something is wrong, kind of like the vibrations you feel when you leave the house and you subtly sense you’ve left something important behind but you don’t know what. I often suppress these vibrations because I’m lazy or I want to be finished with the work. Invariably a good editor will locate the exact spot I semiconsciously knew wasn’t working. It’s only when the editor has named it for me that I fully face the fact that I need to make some changes. Critiquing with care works best when someone names something we ourselves almost but did not quite know. Critiquing with care works best when that naming happens within a context of unconditional regard, that just and loving attention that conveys unshakable respect for another person’s struggles.