Learning to listen well and pick up non-verbal cues forms an essential basis for good communication. The first part of the book contains activities that address non-verbal communication, the assumptions we make about others, barriers to good listening, and how to listen actively including the use of open and closed questions.

Decision-making is a fundamental part of communication. If we cannot make decisions we will struggle to communicate our wants and needs. Activities explore decision-making strategies and practice in effective decision-making.

The skills of assertive communication. We focus on what we mean by assertiveness, and develop specific skills: experiencing confidence, saying no, resisting pressure and negotiating a solution.

Learning how to help others by applying good communication skills. A range of strategies and different ways of helping others and how to use the model to explore appropriate ways of helping others in a variety of circumstances.