I heard an excellent speaker, Mark Warren, from Texas yesterday. He spoke about communication skills and used among other things some of George Thompson's Verbal Judo writings. He reminded us of the acronym L(listen) E(Empathize (A) Ask (P) Paraphrase and (s) Summarize. He also spoke of "Servant Leadership" and referred to Robert Greenleaf. Check http://www.greenleaf.org/
My favorite quote of the day: Good conversation should be like a tennis match, with each player gracefully sending the ball back across the net. Instead, most conversations are like a golf game, with each player stroking their own ball and waiting impatiently for the other to finish.