What I’ve learned over the years is that the best communicators learn to align their intentions with their impact. While intention is what someone wants to make happen or plans to accomplish, the impact involves the quality of the experience from the perspective of the receiver — and that impact may not correspond with what the communicator intended. When communicators monitor and align intention and impact successfully, people trust them more fully.

— Conversational Intelligence: How Great Leaders Build Trust & Get Extraordinary Results by Judith E. Glaser