Understanding Communication - The Communication Model and Methods - Core Competencies of Effective Communicators - Implement the 7 Critical C’s Communication Skills - Develop Non-verbal Acuity - Use Language Effectively - The Art of Listening - Elicit High Quality Info with the “Right” Questions - Understand and work with Feedback - Build Relationships through Rapport Appropriate Assertiveness - Six Types of Assertion - Determine Your Assertion Style - Recognising Choices - The Art of Saying the “Nice NO” - Change Others by Changing Yourself Conflict Management - Recognise the Signs and Stages of Conflict - Techniques to Effectively Handle Conflict - Create Safety to Make Hard Conversations Easier Negotiate for RESULTS - Subtract Emotion and Add Facts - Collaborate and Accommodate - Inside TIPS from the Pros - Achieve WIN-WIN and maintain successful relationships