Difference - understanding yourself and others -- Introduction : difference is good : perception and authenticity -- Emotional intelligence and empathy : managing emotions in yourself and others -- Know yourself and adapt to others : nlp, cognitive styles, personality, gender, generation and culture -- Relationship styles and team roles -- Adaptation : learning how to change -- Why change is important but difficult : attitudes, habits, comfort zones -- How to learn effectively : learning process and learning styles -- Changing yourself and others? the change process, goal setting, models of human behaviour, change management, reframing -- Managing stress, mindfulness and building resilience -- Communication fundamentals -- Face-to-face communication -- Non-verbal communication and telephone communication -- Formal and informal communications, etiquette and storytelling -- Public speaking and presenting -- Written communication? questions, active listening, persuasion, closing, objections and trusted adviser -- First meetings -- Pitching and tenders -- Key account management -- Generating recommendations and referrals