Part I. Introduction Skills for bridging the interpersonal gap -- Barriers to communication -- Part II. Listening skills Listening is more than merely hearing -- Four skills of reflective listening -- Why reflective responses work -- Reading body language -- Improving your reflecting skills -- Part III. Assertion skills Three approaches to relationships -- Developing three-part assertion messages -- Handling the push-push back phenomenon -- Increasing your assertive options -- Part IV. Conflict management skills Conflict prevention and control -- Handling the emotional components of conflict -- Collaborative problem solving : seeking an elegant solution -- Three essentials for effective communication -- Afterward Four steps to improved communication
Summary
A guide to mastering people skills that describes the twelve most common communication barriers and offers practical solutions for overcoming them
