I just crossed into my 32nd year in IT and was entering your class thinking OMG not another customer service class with the same old stuff. I really was wondering what you could teach an old dog that thought he had heard everything. To my surprise I learned many new things and how they relate to the 21st century.
The major things I will use daily and take away from the class are:
* The emergency room example (I have used many times already with my team)
* How different parts of the country and the world view courtesy (You only touched on about 10 so if you have more please point me to them)
* The two different styles of listening ( I am now looking for these and how to communicate to each)
Thanks for the class and helping teach me new perspectives!
IT Program Manager