When researching the biggest complaints of any relationship – ‘lack of communication’ is usually high on that list. Whether it is a personal or professional relationship - expressing yourself and being understood is vital if it is to be successful. Communication is one of the basic tools for sharing organisational knowledge, business information and influencing others. The lack of an individual's confidence, inability to express feelings in a positive way, inability to understand differing perspectives, can render communication ineffective. Lack of effective communication can lead to loss of important information, conflict, resentment, customer alienation and ultimately, a reduction in productivity. This programme demonstrates specific skills of how to effectively communicate openly yet tactfully in various situations with the use practical exercises and role-plays. Such scenarios include: conflicts, making requests for improvements, providing negative feedback, or handling people who have become emotional.