"They avoided giving direct instructions: they did not say "Ask somebody upstairs"; they said "You might want to ask somebody upstairs." When you tripped and fell, when you choked, when misfortune befell you, they did not say "Sorry." They said "Are you okay?" when it was obvious that you were not. And when you said "Sorry" to them when they choked or tripped or encountered misfortune, they replied, eyes wide with surprise, "Oh, it's not your fault." And they overused the word "excited," a professor excited about a new book, a student excited about a class, a politician on TV excited about a law; it was altogether too much excitement."