Sometimes there is a piece of work that starts out as a simple questions but expands into a masterclass in communication.  Helping a client with what was initially a few pieces of advice for managing a challenging conversation developed into a couple of months scripting letters and managing responses. Most everything I teach on The Art of Communication course was put into practice and the predictable responses and behaviour from the third party were text book.  Irrespective of the result with an ongoing complaint my client has enjoyed a masterclass in putting her theory into practice and experiencing the results of 'smart and effective communication'.

Congratulations to her for her impressive efforts and a big thank you for a surprise gift that arrived this weekend