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Course: TSE
Name: Ian Bickerstaff

I very much enjoyed the process of developing a positive attitude towards my work through goal-setting (and achieving) and the ‘above the line thinking’ philosophy that he course promotes. There are a number of very useful tools that the course introduces to participants that make significant improvements to work habits, such as the NEAT meeting planner, the complaint record and key account position analysis tool. By implementing the use of these, along with the time-management tools that the course introduced me to, I feel that I have become a much more efficient employee. The principal goals that I achieved that produced measurable results are those that supported a better understanding of my customer and its needs, such as the goal to improve my active listening skills.