This step-by-step guide is a companion to the popular Listen to Me, Listen to You: A practical guide to self-awareness, communication skills and conflict management (Revised edition, Penguin Books, 2007). The guide is designed for use by anyone working in communication skills and personal development material is grouped under major headings: Orientation, Self-esteem, Self-awareness and self-knowledge, Effective listening, Self-assertion, Managing conflict collaboratively, Reflection and closure | A step-by-step guide to communication skills training Based on the latest edition of the bestselling LISTEN TO ME LISTEN Mandy Kotzman Anne Kotzman A step-by-step guide to communication skills training Based on the latest edition of the bestselling LISTEN TO_mE_ listen TO YOU Mandy Kotzman Anne Kotzman ACER Press First published 2008 by ACER Press an imprint of Australian Council for Educational Research Ltd 19 Prospect Hill Road Camberwell Victoria 3124 Australia www. acerpress. sales@ Text Mandy Kotzman and Anne Kotzman 2008 Design and typography ACER Press 2008 This book is copyright. All rights reserved. Except under the conditions described in the Copyright Act 1968 of Australia and subsequent amendments and any exceptions permitted under the current statutory licence scheme administered by Copyright Agency Limited no part of this publication may be reproduced stored in a retrieval system transmitted broadcast or communicated in any form or by any means optical digital electronic mechanical photocopying recording or otherwise without the written permission of the publisher. Copying of the blackline master pages The purchaser is permitted to make copies of the pages marked as blackline master pages beyond their rights under the Act provided that 1. the number of copies does not exceed the number reasonably required by the purchaser to satisfy their teaching purposes 2. copies are made only by reprographic means photocopying not by electronic digital means and not stored or transmitted 3. copies are not sold or lent and 4. every copy made clearly shows the footnote . Copyright Kotzman and Kotzman 2008 . For those pages not marked as blackline masters pages the normal copying limits in the Act as described above apply. Edited by Renée Otmar Otmar Miller Consultancy Pty Ltd Cover design by Andrew Ritchie Text design by Mary Mason Typeset by Desktop Concepts Pty Ltd Melbourne Printed in Australia by BPA Print Group National
