Thanks to Our Editor

We appreciate the honest and accurate feedback received from Debbie DuFrene, our editor, who helped us tremendously with this second edition of our book. The features, figures, tables, charts, and graphs were all made much better because of Debbie’s meaningful comments; her untiring efforts were essential in shaping this book. We appreciate her surgical pen and feel that her insistence on points of view, technical details, and painstaking adherence to specificity has made this book a useful tool in preparing professionals to resolve management problems that require well-developed communication skills. She ensured that balance was adhered to with the presentation of representative views on both sides of controversial ...

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