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Australian Council for Educational Research (ACER), Melbourne - ISBN:0864311192, 1993. softcover, 5½" x 8¼:. Second edition. This book will show you how to build rapport and develop speaking and listening skills. It will help you interpret verbal and non-verbal responses, avoid bias and manage situations and equipment. It offers suggestions for handling difficult cases - the hostile, the over-anxious, the submissive, and those for whom language is a barrier. Ideal for those working in psychology, social work, counselling, personnel and management.