I've really just learnt this, it's more of an on the job learning type situation, just through my years of employment, being around customers and knowing what works and what doesn't, and kind of the steps that you have to do in order to get where you need to go. My verbal communication skills have really improved as my time as a shift lead because that taught me how to not only communicate with customers but also to the whole team. I would do regular employee evaluations and that really honed in my communication skills because sometimes the employees, they didn't like, they took to heart too much what you were saying and they didn't view it as constructive criticism and they were just viewing it as criticism. So I was able to divert that whole situation and use my verbal communication skills to make them realise, hey, this employee evaluation isn't a bad thing, it's just showing you what you can improve on and how you can rise. So you can rise and you can further your skills in this area of employment and you can rise up the ranks so you can get where you want to be. And them giving me the constructive criticism has improved my listening skills because as part of me doing their employee evaluations, they would do an evaluation on me because I always need to improve, no one is ever perfect, you can always improve on something. And so I would always want them to let me know what I can improve on and sometimes that can be hard to hear but you've just got to shut that all out and just focus on the points, what they're trying to say, really take that in and that's improved my listening skills.