Clearly, one of the most important components is recognizing the peripheral route processing Adult Learners unwittingly employ resulting in 80% of communication problems.  It is imcumbant upon the speaker to "get the mail through."  Our tone of voice, our body language, and or our manner of dress oftentimes sabatoge or even abort our message.  One of my chief deficits; I send a more tenor than intended.  We're still working on me; a work in process.  TQM would have us believe we never reach perfection; we continually strive, resulting in continuous improvement.