Speak with confidence, overcome personal blocks and be assertive. Confidence is a necessary part of the workplace. Casey is marked immediately as a person lacking confidence. She needs to become aware of how she talks and comes across. As Sam points out, changing her intonation and using fewer vague indecisive words like "I think" and "maybe" will convey a more positive impression. Casey gets some helpful coaching from Sanjay who has no issues with...

Dion thinks it's fine to interrupt a discussion with Serena by taking a call. Tatiana rolls her eyes, sighs and is not attentive. Carol complains that the interns speak in text talk. The interns have something in common: inadequate communication skills. They are told the importance of positive body language-good eye contact and smiling, and listening and showing respect. Alex patiently coaches Dion to deal with an anxious customer on the phone, while...