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Many years ago, while on a training course, a lecturer burst into the room in a bad mood. I sat on a table of six and we all thought it was because of something we'd done the night before - largely because we'd all had a bit too much to drink and had got up to some boyish antics. But that wasn't it. The bad mood actually had nothing to do with us at all. It had been staged to make a point. The point being communicated to us on that day was how a first impression coun...
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