This ground-breaking book offers concrete, tangible skills for a wide range of communication challenges that organizations and individuals face. Based on 35 years of international award-winning research, it presents pragmatic models, including how to raise delicate issues, to convince without being overbearing, and to constructively resolve conflict. Using real world examples, Be Quiet, Be Heard features flexible guidelines and progressive steps to develop and sustain strong positive relationships--and, when necessary, to repair damaged ones.