Book excerpt: With Empowering Words, Gale A. Lee and Alice M. Spence have teamed up to create a model for quality conversations that will have everyone talking! 'As you engage those around you in focused conversations, you will produce life and build up people, engage people to become creative and positive, motivate and empower others, increase self-esteem and confidence, and develop leaders and great employees.' Through the fictional story of Sarah, you'll learn more about the four pillars of quality conversation: listening, asking questions, giving and receiving feedback and reflecting. You'll also discover how to apply these in your own life through true-to-life scenarios.