Page 93 - stephen covey The seven habits of highly effective people

THE SEVEN HABITS OF HIGHLY EFFECTIVE PEOPLE Brought to you by FlyHeart

The Emotional Bank Account TM

We all know what a financial bank account is. We make deposits into it and build up a reserve
from which we can make withdrawals when we need to. An Emotional Bank Account is a metaphor
that describes the amount of trust that's been built up in a relationship. It's the feeling of safeness you
have with another human being.
If I make deposits into an Emotional Bank Account with you through courtesy, kindness, honesty,
and keeping my commitments to you, I build up a reserve. Your trust toward me becomes higher, and
I can call upon that trust many times if I need to. I can even make mistakes and that trust level, that
emotional reserve, will compensate for it. My communication may not be clear, but you'll get my
meaning anyway. You won't make me "an offender for a word." When the trust account is high,
communication is easy, instant, and effective.
But if I have a habit of showing discourtesy, disrespect, cutting you off, overreacting, ignoring you,
becoming arbitrary, betraying your trust, threatening you, or playing little tin god in your life,
eventually my Emotional Bank Account is overdrawn. The trust level gets very low. Then what
flexibility do I have?
None. I'm walking on mine fields. I have to be very careful of everything I say. I measure every
word. It's tension city, memo heaven. It's protecting my backside, politicking. And many
organizations are filled with it. Many families are filled with it. Many marriages are filled with it.
If a large reserve of trust is not sustained by continuing deposits, a marriage will deteriorate.
Instead of rich, spontaneous understanding and communication, the situation becomes one of
accommodation, where two people simply attempt to live independent life-styles in a fairly respectful
and tolerant way. The relationship may further deteriorate to one of hostility and defensiveness. The
"fight or flight" response creates verbal battles, slammed doors, refusal to talk, emotional withdrawal
and self-pity. It may end up in a cold war at home, sustained only by children, sex, and social pressure,
or image protection. Or it may end up in open warfare in the courts, where bitter ego-decimating legal
battles can be carried on for years as people endlessly confess the sins of a former spouse.
And this is in the most intimate, the most potentially rich, joyful, satisfying and productive
relationship possible between two people on this earth. The P/PC lighthouse is there; we can either
break ourselves against it or we can use it as a guiding light.
Our most constant relationships, like marriage, require our most constant deposits. With
continuing expectations, old deposits evaporate. If you suddenly run into an old high school friend
you haven't seen for years, you can pick up right where you left off because the earlier deposits are still
there. But your accounts with the people you interact with on a regular basis require more constant
investment. There are sometimes automatic withdrawals in your daily interactions or in their
perception of you that you don't even know about. This is especially true with teenagers in the home.
Suppose you have a teenage son and your normal conversation is something like, "Clean your room.
Button your shirt. Turn down the radio. Go get a haircut. And don't forget to take out the
garbage!" Over a period of time, the withdrawals far exceed the deposits.
Now, suppose this son is in the process of making some important decisions that will affect the rest
of his life. But the trust level is so low and the communication process so closed, mechanical, and
unsatisfying that he simply will not be open to your counsel. You may have the wisdom and the
knowledge to help him, but because your account is so overdrawn, he will end up making his decisions
from a short-range emotional perspective, which may well result in many negative long-range
consequences.
You need a positive balance to communicate on these tender issues. What do you do?
What would happen if you started making deposits into the relationship? Maybe the opportunity