When communication is going well, words, thoughts and feelings seem to flow effortlessly. But when things are going badly, the act of communicating can be as difficult as dragging a piano uphill. Here, we look at the communication skills and techniques you can use for communicating in difficult situations. Situations that include handling criticism and bad news are difficult for everyone concerned, but they can be handled sensitively. This chapter shows you how. It also considers a situation where the frustration is yours and yours alone: the other person is quite happily chatting away, oblivious to any discomfort on your part – but you want/need ...
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