“The topics around conflict management and dealing with difficult customers or members—things that relate to day-to-day challenges—were very popular. We had three different instructors and they all got really good reviews from our staff. In follow-up discussions with those who completed the training, it is clear that their level of engagement and knowledge of the topics they’re bringing back has improved. When you invest in staff, they come back regenerated with excitement that is sometimes lost when you fall into day-to-day work. It’s nice to spend time developing yourself and your skills.”