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The most useful part of the course was learning how to convey my disappointment with a member of staff without demotivating them, without making them cry and without allowing them to get off the hook with their usual excuses.

In fact I probably got more out if it than any other course I've been on because usually you come back with the best intentions of implementing what you've learnt but with this it educates you so that it becomes part of you before the course is up.

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