Epilogue: Summing It All Up

What are the limits of good communications skills?

I would be the first to acknowledge that choosing the right words will not solve every problem in life. They will not make other people suddenly become smarter or more competent. They will not change another person's personality, nor will they impact their likes or dislikes. And they may not always change someone's entrenched personal beliefs.

I also agree that there are situations whose gravity will overwhelm even the best communications skills. In the workplace, particularly with the level of change going on today, decisions are made that can have severe impacts on people's lives. As a former crisis counselor, I know that the right words can be extraordinarily powerful ...

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