Today was our annual Staff Development day. An expert came to teach us about Excellent Customer Service. For five hours we learned how to appreciate other people ("I really appreciate the way you handled that situation") and how to honour and validate the experiences of others, and to draw them out and get them to express their feelings. The first hour was devoted to the importance of humour in the workplace. Funny hats were worn. One of our managers dressed up as a bunny. Jokes were told and phrases like "effective listening" and "mirroring" were used. I have to go lie down now.