makes good communication easy, offering a huge range of case studies, easy-to-absorb concepts such as the Bad Place and the Tangle, and a unique "talking heads" page design that dissects examples of problematic conversations. It explains exactly why our daily conversations go wrong, how to respond when they do and provides tips on how to stop them from deteriorating in the first place. Communications expert Rob Kendall draws on over 30 years of experience to reveal: Short digestible chapters look at a wide variety of conversational scenarios, showing how to have rewarding and effective interactions with everyone in your life – from your partner, parents and children to your colleagues, boss and neighbours.