I recently completed a Certificate IV course in Frontline Management at the Crowne Plaza, Terrigal. Our trainer was Don who, from the outset, made all participants feel very relaxed and comfortable, setting the tone for the days that followed. This was quite an achievement given the diversity of backgrounds and occupations in attendance. Don obviously has a lot of relevant life experience, making him the perfect person to deliver this kind of training. His real world examples ? delivered with confidence and humour ? were always in sync with unit material, which ensured we remained on track.