I now prepare better for making those difficult phone calls to customers; gathering all the information and getting any historical information that may relate to the matter. I am therefore more prepared and feel more confident.

I have become more empowered as a result of this workshop and I no longer carry others' poor behaviours.

I have been making an effort to be mindful in my conversations and to the person that I am speaking with ... this has made my conversations more meaningful because I have been giving my full attention and applying better listening skills.

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