Contents: The skill of hearing -- The art of listening -- Ask questions - then, be quiet and listen! -- Egotude -- No! : The anatomy of no -- Yes! : The "smiley face" -- Understanding -- Emails : lurking minefields -- The crossword puzzle of life -- Every day is a negotiation -- Negotiating away the fears -- Seven miles high but only inches away -- The art of ad-libbing -- Little things mean a lot -- How you think is everything.