Preface
The overarching aim of this manual and the associated programme is to help people to develop both communication and quality service skills in order to deliver best practice support to their customers and to their colleagues.
By investing in this manual and in encouraging staff to develop as facilitators, your organisation is acknowledging the vital role of your staff in successfully achieving your organisational mission.
Members of your organisation form a community of diverse people working together for a common purpose. You may be an educational institution, you may be in the public sector, or you may be in the voluntary sector. Wherever you are, you will no doubt wish to give your customers ...
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