Listening is the most frequently used communication activity; yet, formal training has been virtually ignored. Poor listening habits can produce misunderstood messages and strained working relationships among employees.

The "take-charge" support person manages an office and often makes important decisions. To take much of the burden off supervisors, support staff must be skilled communicators, confident time-managers, and quick-thinking problem solvers.

Poor presentations, whether due to nervousness or lack of "polish," can hurt a speaker's credibility and persuasiveness. Presenting a message clearly and thoroughly is important, but delivery and style determine how well the message is received.

Companies now realize the cost-effective benefits of customer service. A company's reputation is greatly affected by its customer relations specialists and their ability to handle complaints and inquiries, and solve problems. Poor internal customer relations can damage public relations and company morale.

More and more companies are discovering that people productivity is a critical resource for meeting the challenge of foreign and domestic competition, and that productivity is often based on successful interpersonal relationships between the manager and the employee.

Current research indicates that technically-oriented professionals spend about 40% of their time writing. Yet they often have difficulty expressing their ideas clearly and concisely, particularly to a non-technical audience.

Companies now realize the cost-effective benefits of customer service via the telephone. A company's reputation is greatly affected by its customer relations specialists and their ability to handle complaints and inquiries, and solve problems. Poor internal customer relations can damage public relations and company morale.

People often spend hours struggling over reports, letters, and electronic documents, finding it difficult to communicate their thoughts in a clear, concise manner.