National Network for Equitable Library Service

Dr. Goulston reveals the secret of getting through to anyone, even when productive communication seems impossible.

The characters of Twelfth Night are both memorable and engaging and it is through their funny, and at times bitter, interplay that we experience the peculiar world of Shakespeare's Illyria.

Using illuminating examples and anecdotes, the authors show how authentic communication, transparency and empathy are revolutionizing the seller-consumer relationship.