In response to client needs, the guide captures 15 essential concepts that Diana has developed through her tailor-made training. The stand-alone concepts have dedicated chapters, while aligned concepts appear together in other chapters. Following the principle that good communicators “Tell you what they are going to say; say it; and then tell you what they just said,” each chapter sets out a principle, the “how to’s” for implementation, case studies – real-life communications situations that worked, and those that didn’t work – and then concludes the discussion with tips. The book’s last chapter is a reiteration of all of the tips presented, making it an easy reference tool, and reminding the reader which chapter to review for a more in-depth discussion.
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