[karlakyle]

I've found that if ya sit and read it and read it and read then plan how you can intergrate each range together with the pc's it makes it slightly clearer, my best idea is to plan plan plan before puting pen to paper, ie: I had an angry customer with special needs (wheelchair) who could't get thru the shop doors because we short shortstaffed due to illness and were too busy to notice him trying to force the doors open for his access, meaning you have covered the ranges busy, special needs and angry all in one essay. the more ranges you can cover in one piece of work means less writing!! hope this helps a little bit.