The 7 Habits of Highly Effective People

THE EMOTIONAL BANK ACCOUNT

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 haven. 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, social pressure, or image protection. Or it may end up in open warfare in the

courts, where bitter ego-destroying 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 comes up to do him a little kindness—to bring home a magazine on skateboarding, if

that’s his interest, or just to walk up to him when he’s working on a project and offer to help.

Perhaps you could invite him to go to a movie with you or take him out for some ice cream.

Probably the most important deposit you could make would be just to listen, without judging or

preaching or reading your own autobiography into what he says. Just listen and seek to

understand. Let him feel your concern for him, your acceptance of him as a person.

He may not respond at first. He may even be suspicious. “What’s Dad up to now? What

technique is Mom trying on me this time?” But as those genuine deposits keep coming, they

begin to add up. That overdrawn balance is shrinking.

Remember that quick fix is a mirage. Building and repairing relationships takes time. If you

become impatient with his apparent lack of response or his seeming ingratitude, you may make

huge withdrawals and undo all the good you’ve done. “After all we’ve done for you, the

sacrifices we’ve made, how can you be so ungrateful? We try to be nice and you act like this. I

can’t believe it!”

It’s hard not to get impatient. It takes character to be proactive, to focus on your Circle of

Influence, to nurture growing things, and not to “pull up the flowers to see how the roots are

coming.”

But there really is no quick fix. Building and repairing relationships are long-term

investments.