2020 Phrases

  1. China in the 19th and early 20th centuries were politically decrepit, militarily inept, economically archaic, and as Westerners saw it, socially backward.
    White fragility is an idea whose time has come. It is an idea that registers the hurt feelings, shattered egos, fraught spirits, vexed bodies, and taxed emotions of white folk.
  2. Racism is a visceral experience, that it dislodges brains, blocks airways, rips muscle, extracts organs, cracks bones, breaks teeth ....
    Seven blunders of the world that lead to violence: wealth without work, pleasure without conscience, knowledge without character, commerce without morality, science without humanity, worship without sacrifice, politics without principle. - Mahatma Gandhi
  3. "Like each of you," CNN Worldwide president Jeff Zucker wrote to the staff, "I cannot imagine this place without him. In fact, no one has ever known this place without him. Rick Davis was here when it all began, more than 40 years ago. He is a CNN Original. CNN would not be what it is without him."

    Gupta recounted Phil Kent, the former Turner Broadcasting CEO, calling Davis "the Olympic flame of CNN.""The Olympic flame burns for two weeks," Kent said, "and Rick's lasted decades."

    Veronica Molina, CNN's senior vice president of standards and practices, said "our stories and journalists are better because of him. CNN is better because of him. This world, yes, this world is better because of him."

    Molina, who worked with Davis for ten years, said she will miss him as a leader, "but most importantly for the person he is. He changed my life, the way I see the world and the way I treat others."

    "He leaves an incredible mark at CNN, in all of us, in the world," she said. "It must feel amazing to know that his legacy will continue and that we will all be thinking: What would Rick do?"
    "To act upon one's convictions while others wait; to create a positive force in a world where cynics abound; to provide information to people when it wasn't available before; to offer those who want it, a choice. For the American people, whose thirst for understanding and a better life has made this venture possible."
  4. Winston was "a special friend to each of us."

    "Patrick was a bit older and wiser than me: Patrick was the person I would go for advice and mentoring. He taught me how to pick the right fights, to avoid the useless ones, and to understand what I want to be the outcome of a meeting before I went into it. I will solely miss him."

    She was fortunate to know Patrick Winston as a mentor, a colleague, and a friend.

    "When you interacted with Patrick Winston you were instantly aware of his infectious passion, joy, humor - both self-effacing and sardonic - and his commanding intellect. You were also aware of his compassion and his respect for others, especially in his role as mentor and teacher: He thoroughly enjoyed not just teaching his students, but learning from them as well and was quick in giving credits to others."

    "His classes were never just about AI. He taught his students how to think, how to act, and how to lead a worthy, fulfilling life."

    "Though I admired him for being an established thought leader in his field, I will always remember him as a teacher with genuine care for his students.... I cannot overstate how much of an impact he had on me, and I will miss him dearly."

    "I cannot imagine MIT without Professor Winston, but knowing the effect he has had on me and the community, his legacy will live on."
    The past is your lesson; the present is your gift; the future is your motivation.
  5. Don't blame COvid19

    Wrong: Because of the current Covid-19 situation, we're closing our stores early.
    Right: We're keeping our employees safe by instituting split shifts.
  6. Write as a real human who takes responsibility
    Wrong: We are sad to announce that the restaurant will be shutting its doors as per the state government's request.
    Right: I'm Jane, the store manager. I'm proud to support our governor and keep our employees safe by temporarily closing our doors.
  7. Apologize for the precise harm to your customer
    This is where many companies go stunningly wrong. Remember: An apology isn't about the devastating, unforeseen circumstances affecting your business. It's not about the business at all. It's about the customer, and any other focus will generate suspicion about your motives.

    Wrong: Attention, customers: Effective March 15, our temporary hours will be ...
    Right: I would have called, but I didn't have your number! I am so sorry you came all the way here and found this sign. I'd like to make it up to you. Please email me what you'd planned to purchase, and George, our heroic warehouse manager, will arrange free shipping.
  8. Consider a sacrificial apology
    Paying up is the corporate version of a cheating spouse proffering a diamond after an affair, because words won't cut it. Ohtsubo has found that saying you're sorry works better when accompanied by a concrete gesture such as compensation, a voucher, or executives lowering their salaries. While a sacrifice is necessary only if the customer has been significantly harmed, it works because people perceives organizations to have humanlike intentions and feelings. "If they suspect the organization is being exploitative or somehow improperly profiting off of customers or employees, the apology should be costly to show that they value customers and employees more than the costs incurred," Ohtsubo says.

    Wrong: Classes canceled until further notice.
    Right: We can't wait to see you again. And as a token of our appreciation, we hope you'll enjoy this voucher for two free classes.
  9. Indicate how the company will next interact with customers
    You're communicating with people who want to do business with you, so be sure to include information on services you've introduced that might meet their needs. Lacking that, at least be specific about when and how they'll next hear from you. "A lot of signs just sort of say 'Go to our website,'" Battistella says. "It's better to offer more specifics."

    Wrong: We apologize for any inconvenience our shut down has caused.
    Right: Please send a text message to 94825, and we'll tell you about our new curbside and mail-order options and let you know when we can again serve you in person.
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2020 Phrases
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