I learned how important it is to monitor body language and tone of voice when communicating with students (or patients/clients) - its not just words. When speaking face to face, try to have some concepts in mind so you are not completely winging it. When communicating on the phone, have a checklist to that you can make sure you cover all necessary topics. In an e-mail, you only have words (no body language or voice tone), so it help to have a prepared refined message that can be used interchangeably.
