appraisals behavioural science (Nudge Theory) challenging behaviours & being assertive challenging conversations change coaching communication (macro) creating excellence creativity culture customer service EDI emotional intelligence feedback (giving & receiving) growth mindset influence innovation interpersonal skills language leadership learning management styles meetings mentoring mindset motivation & commitment negotiation NLP overload performance management presentations prioritising problem solving productivity & resource management relationships resilience roles & responsibilities self-belief & confidence soft selling strategy & decision making stress & state management time management uncertainty & risk values & alignment wellbeing