Do you use words to their maximum effectiveness, to persuade and be really heard? Listening is maybe the most elusive of the communication skills. Do you hear what people are really saying? You can write, but do your letters and reports really get over what you want and need to say? John Adair offers guidance to improve your natural capacities; he also goes beyond these basics looking at such derivations as: presentations, giving and receiving criticism, communicating and participating in meetings, and communication between departments.