Working for CPL has been a new and intriguing experience filled with a lot of learning and a great deal of adapting and improvisation. In the beginning I had an idea of what could be expected of me however in the months that were to follow, I had to develop a new way of communicating and resolving issues. This  by applying active listening techniques and aiming to understand what is said or implied and how to make use of that and be a steward in spear heading the process of change and upholding high service levels. The skills that I have acquired and improved on include in-depth probing, translations skills and improved verbal dexterity.