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Managing to confront them but still maintain their cooperation and support. Previously I was either not confronting or confronting and ending up with the member of staff demotivated and feeling that I was 'unfair'.

I have also used the skills to stop me getting bogged down in excuses. 

I have used the skills in emails and phone calls as well as face-to-face. 

I have also re-confronted - have not given up when the situation has not been resolved the first time.

If 10 is fully met I would rate my needs being met as 9.

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