For behavioural expert Anne-Maartje Oud it’s very clear:

Effective communication takes place through the balanced alignment of your observation and your ability to interact accordingly.

Through analysis and participation, she challenges individuals and groups to address issues, bad habits and bad practices directly so they can reach their full potential by embracing better communication techniques and more pro-social and effective behaviour.

She has taught this for over 20 years.

Training: A Behavioural Approach to Critical Communication