This is a very practical book to support learning and application of communication and basic counselling skills in the wide range of services which offer information, guidance, support and advice. The book enhances the value of even the shortest exchange by showing how essential skills of attention, reflective listening and positive use of communication skills support a helping and respectful approach to clients. The second edition has been revised to take into account technological developments such as email counselling, and the growth of Q & A on the internet, including chat and support groups.