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Where there is conflict, communication suffers, and along with it everything from an intimate relationship to a balance sheet. Energy is diverted from constructive goals into resentment and self-justification, and important work remains undone. Through coaching and group interaction, using lecture, role playing and various interactive media, Rob illustrates and models the five basic elements necessary for full and vital communication on the job or in the home: Observation, Feelings, Values, Desires, and Actions.
Communication this way is like the building of a bridge: the ground at each end of the span must be prepared to support it. Likewise, Rob urges a similar preparation between people: listen and learn the difference between what we see and how we react to it.