The program begins with some general principles about characteristics of communication and its importance in relationships.  It then follows Burford as he encounters ten Verbal Villains, each of whom illustrates a deficient communication style.  A light-hearted approach prevails through this section, which helps trainees give up long-held marginal ways of responding and lessens their resistance to trying new methods.  The presentation concludes with a preview of five elements of helpful communication: empathy, respect, warmth, relevant advice, and confrontation. 

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