The communication process: the ABC of communication -- Perceptions and communication: In the eye of the beholder -- Verbal communication: Meaning what you say and saying what you mean -- Non-verbal communication: The silent language -- Interpersonal relationships -- Gender differences in communication: And never the twain shall meet -- Creating a climate for effective communication: Stormy weather or smooth sailing -- Interpersonal skills: How to keep friends and enjoy people -- Conflict management: Disagreeing without being disagreeable.