February 2015
Beginner
374 pages
8h 3m
English
This anti-pattern looks at how the way we say something, not what we say, can create a communication challenge. Behavioral styles and cultural differences can play a part in escalating communication. We encourage readers to examine how their communication style is influenced by tone and how they can defuse difficult communication situations. Accepting that we are all emotional beings, and not all disagreement is intentional, we give a range of examples of how to turn around a conversation that is getting out of hand.