The skills you need guide to interpersonal skills

Unplanned difficult conversations take place on the spur of the moment.
They are often fuelled by anger which can, in extreme cases, lead to aggression. 
Often, after an unplanned difficult conversation, we feel a surge of emotion, 
such as regret or shame if things did not go well or a boost to self-esteem and 
confidence if they did. After such encounters, it is wise to reflect and learn from 
our experiences, trying to find positives and ways of improving future unplanned 
difficult conversations.

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ADVANCED COMMUNICATION SKILLS
Certain jobs and roles require difficult communication to be handled 
professionally, with empathy, tact, discretion and clarity. Some examples are:
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