Instruct: Classify a review as either positive or negative.
Query: It will accelerate your organization's advancement

I've been using the ideas from the Communication Catalyst for about 6 years now in running 3 different organizations within a Fortune 100 company. In each case it has served as a great reference for my folks to use in communicating with the many interfaces in a large organization. The concepts are practical and when applied make a big difference. The book in reasonably easy to read. I don't know how many dozens of copies I've bought but I'm sure there will be more.