11. The power of words to take you right to the heart of your donors.

Why communication is the fundraiser's most important skill and how to do it better, to make your donors' experience unforgettable. The best word in fundraising. And why fundraisers so often offend. 3.07 minutes.

12. Recruiting and developing the right kind of fundraisers.

10. Vulnerable people. Why just having a policy isn't enough.