It is often not what we say, but how we say it. Understanding the power of our body language, vocal tone and intonation is imperative. Health care providers in this course learn the importance of not only listening, but hearing what is being said. Gain increased knowledge and tips on how to be more effective in your own communication in the work setting. Understand the importance of effective communication, our role and responsibility regarding effective communication, the components of a message, verbal and non-verbal communication, and ways to diffuse anger through active listening and effective communication techniques.