Just one reference manual example is:

• Customer service
• Caring responses
• A model of behaviour
• The parts talk to each other
• Words to use and words to avoid
• Tapes
• Discounting
• Collecting feelings
• Staying unhooked and stress free
• Defusing customers emotions
• Reflective listening
• Establishing rapport
• Leading to business
• Dealing with mistakes
• Selective agreement
• Options for saying no
• Putting it all together