About the authors01 What is communication?The transmission modelPattern-matching: The secret of understandingCommunication: A new definitionConversation: The currency of communication02 What's your communication style?Communication style questionnaireUnderstanding your communication profileFour communication stylesUnderstanding others' stylesBody language: Non-verbal communicationAdapting our communication styleThe uses of conversation03 Seven ways to improve your conversationsClarify your objectiveStructure your thinkingManage your timeFind common groundMove beyond argumentSummarize oftenUse visuals04 The skills of enquiryPaying attentionTreating the speaker as an equalCultivating easeEncouragingAsking quality questionsRationing informationGiving positive feedback05 The skills of persuasionCharacter, logic and passionWhat's the big idea?Arranging your ideas logicallyExpressing your ideasRemembering your ideasDelivering effectively06 Storytelling and the uses of narrativeWhat is a story?How stories workHow to tell a good storyUsing narrative to explainUsing narrative to persuade07 Making a presentationPreparing for the presentationManaging the materialControlling the audienceLooking after yourselfAnswering questions08 Putting it in writingThinking like a readerMaking reading easierHow sentences workBringing your writing to life09 Tough conversationsSix tough conversationsWhat makes conversations tough?How we make tough conversations tougherThree steps towards better tough conversationsAppendix