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9783031587788

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David Randall Brandt is Associate Professor of Practice in the School of Media and Communication at Northern Kentucky University, USA and former Founder and Principal of Voice Crafter, a Cincinnati-based research and consulting firm. He has assisted more than 300 organizations in North America, Europe, Asia, and Australia with their efforts to listen and respond to customers, employees, and other external stakeholders. William A. Donohue is Professor of Communication at Michigan State University. He has published extensively in the areas of conflict, communication, negotiation, and mediation, while also conducting workshops and other intervention activities focusing on communication, leadership development, and conflict management.  

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