A very thought provoking course. Lots of information - need to look at resources in a lot more detail. I will practice difficult conversations (the steps) with loved ones, just to make me feel better equipped. I think every conversation will be different, every person is an individual and everyones story is unique - so empathy, time (ie forgetting about the fact you have 100 other tasks to complete in your day) , really caring - are core to being a 'first aider' in addition to the knowledge. I definately think in the role of a lettings advisor more training like this is crucial.