It’s not just health professionals in Emergency Departments that need to communicate effectively under difficult conditions involving time pressure, high stress, and conflict. Executives, senior managers and leaders have this need too. Through simple, practical and effective tools validated by Emergency Department clinicians, this book provides health professionals with a team-based approach for being more effective communicators and influencers along the patient care journey. If this approach can work in the ED, we believe it can be successful in other sectors and settings too. Based on COIN for ED Professionals™, a peer-reviewed and published communication and influencing skills training program developed for Emergency Department health professionals, this book: •presents the RESPECT model, a 7 principled framework enabling health professionals to influence effectively and respectfully in difficult and high stress situations •introduces the approach of action learning, the secret to continuous improvement •provides a rich collection of real stories from clinicians, case-studies, exercises, activities and self-assessment tools targeting professionals seeking to significantly improve not only their own communication and influencing skills, but also those of their colleagues.