Course curriculum

  1. 1

    • We Need to Talk

    • Introduction
  2. 2

    • Change Your Mindset

    • Planning

    • Beginning with the End in Mind

    • Documentation, Booking and Reviewing
  3. 3

    • Seek First to Understand

    • Visual - Auditory - Kinaesthetic

    • Don't Box People

    • Seek First to Understand Conclusion

    • Listen for Crumbs

    • Then Seek to be Understood

    • Non-verbal Communication

    • Four Models for Difficult Conversations

    • Checking They Understand
  4. 4

    • The Follow Up

    • Support Services

    • References