This post at Who’s Your Gladys? about communication really resonated with the staff here at ARMA.  This is just a snippet from a great case study about how stressful and unproductive bad communication can be:

Problems can be solved. Once Bill presented what he
needed in a friendly and professional manner, the client was more than
happy to provide him with what he needed …  Relationships can be strengthened. When Bill decided
to have a straightforward exchange with his customer, he took
responsibility for his side of the vendor-client relationship.
Authentic, bonded relationships happen when both sides can speak their
truths.

Read the full article to see more about how they got to this point.