How can we connect with others in our organization?
As well as those outside?

Since organizations are social systems, communicating with other people - both inside and outside - is essential for work to get done.  However, there are many traps that ensnare messages between us and the the people we need to engage.  They may be busy, overloaded with information or just tired and sceptical  And we may be so focused on what we're trying to say that we ignore the cues telling us whether our messages are being received.

How can we capture - and maintain the attention of busy, distracted customers, so that they at least understand our messages - and, ideally, are persuaded by them?  How can we engage meaningfully with – and perhaps even inspire – overloaded, sceptical staff?