The document describes Santhanaram Jayaram's emotion coaching process, which consists of 8 steps: 1) Diagnosis, 2) Alliance, 3) Assessment, 4) Analysis, 5) Alternatives, 6) Action Planning, 7) Application, and 8) Review, Feedback & Evaluation. The process helps coach clients to set standards, identify development needs through assessments, analyze strengths/weaknesses, explore alternative strategies, create action plans, apply new behaviors, and review progress.
The document provides a case study for a meditation app. It summarizes user research findings which found that most people are familiar with meditation but want more guidance. It also profiles two user personas - Cindy, a stressed business analyst, and Marvin, a salesman who uses meditation to manage stress. It then analyzes competitors like Calm, Headspace, Giant Mind, and Omvana, noting their strengths and weaknesses in delivering guided meditations and tracking progress.
Stress diary guide 11. alternative thinkingGino Norris
This document provides guidance on using alternative thinking to manage stress. It suggests asking yourself questions to challenge automatic negative thoughts, such as what evidence supports or counters your thoughts and considering alternative views. Alternative thinking can help reduce stress and improve self-esteem by replacing unhelpful thoughts with more balanced perspectives. The document also advertises stress diary journals and reflection journals to help users record daily stressors, monitor progress, and develop stress management skills over 4 weeks.
Stress diary guide 11. alternative thinkingGino Norris
This document provides guidance on using alternative thinking to manage stress. It recommends asking yourself questions to challenge automatic negative thoughts, such as what evidence supports or counters your thoughts and considering alternative views of the situation. Alternative thinking can help reduce stress and improve self-esteem by replacing unhelpful thoughts with more balanced perspectives. The document also advertises stress diary journals and reflection journals to help users record daily stressors, monitor progress, and develop stress management skills over 4 weeks.
The Author personally conducts the Lecture-Workshop in your Country. She lives in Tagaytay City, Philippines. To Reserve a Workshop Date in your Venue, please call her directly: Local (Philippines): 09295197788 or International: (63) 9266787938.E-mail: wellnesspilipinasinternational@gmail.com. E-mail: ambassadorzara@gmail.com
ARRANGEMENT & FEES:
Professional Fee: (Philippines):
₱10,000 per talk provided the Organizer will fetch and bring back the Speaker in Tagaytay City.
For Companies Without Transportation Arrangement, Speaker's Fee is P15,000 for Private Companies
Hotel Accommodation and Plane Tickets c/o Organizer (for out-of-town)
INTERNATIONAL Professional Fee: $1,000 USD per talk
Hotel Accommodation and Plane Tickets c/o Organizer
George teaches his children about emotional intelligence to help them understand and control their feelings. He provides resources on developing emotional intelligence in children, including apps that teach about different emotions, articles on teaching problem solving and raising emotionally intelligent children, and books with specific strategies. The resources discuss topics like children's happiness, temperament, self-esteem, and facilitating emotional intelligence.
This document discusses the important role that parents play in their children's social and emotional learning. It outlines how children learn emotional skills from observing their parents' relationships and interactions. When parents are emotionally competent and can help children work through feelings, children develop healthier emotional regulation. The document also discusses how schools and parents can collaborate to support children's social, emotional, and academic development through activities like parenting workshops, interactive homework, and family-school teams. Strong school-family partnerships benefit students' learning and well-being.
This document discusses raising emotionally intelligent children by teaching them skills in self-awareness, social awareness, self-management, relationship skills, and responsible decision making. It outlines the five emotional intelligence competencies and describes appropriate development of these competencies from elementary through high school. It also discusses different parenting styles like dismissive, disapproving, and laissez-faire parenting and how to become an "emotion coach" by validating, labeling, and problem-solving with children during emotional moments.
The document provides a case study for a meditation app. It summarizes user research findings which found that most people are familiar with meditation but want more guidance. It also profiles two user personas - Cindy, a stressed business analyst, and Marvin, a salesman who uses meditation to manage stress. It then analyzes competitors like Calm, Headspace, Giant Mind, and Omvana, noting their strengths and weaknesses in delivering guided meditations and tracking progress.
Stress diary guide 11. alternative thinkingGino Norris
This document provides guidance on using alternative thinking to manage stress. It suggests asking yourself questions to challenge automatic negative thoughts, such as what evidence supports or counters your thoughts and considering alternative views. Alternative thinking can help reduce stress and improve self-esteem by replacing unhelpful thoughts with more balanced perspectives. The document also advertises stress diary journals and reflection journals to help users record daily stressors, monitor progress, and develop stress management skills over 4 weeks.
Stress diary guide 11. alternative thinkingGino Norris
This document provides guidance on using alternative thinking to manage stress. It recommends asking yourself questions to challenge automatic negative thoughts, such as what evidence supports or counters your thoughts and considering alternative views of the situation. Alternative thinking can help reduce stress and improve self-esteem by replacing unhelpful thoughts with more balanced perspectives. The document also advertises stress diary journals and reflection journals to help users record daily stressors, monitor progress, and develop stress management skills over 4 weeks.
The Author personally conducts the Lecture-Workshop in your Country. She lives in Tagaytay City, Philippines. To Reserve a Workshop Date in your Venue, please call her directly: Local (Philippines): 09295197788 or International: (63) 9266787938.E-mail: wellnesspilipinasinternational@gmail.com. E-mail: ambassadorzara@gmail.com
ARRANGEMENT & FEES:
Professional Fee: (Philippines):
₱10,000 per talk provided the Organizer will fetch and bring back the Speaker in Tagaytay City.
For Companies Without Transportation Arrangement, Speaker's Fee is P15,000 for Private Companies
Hotel Accommodation and Plane Tickets c/o Organizer (for out-of-town)
INTERNATIONAL Professional Fee: $1,000 USD per talk
Hotel Accommodation and Plane Tickets c/o Organizer
George teaches his children about emotional intelligence to help them understand and control their feelings. He provides resources on developing emotional intelligence in children, including apps that teach about different emotions, articles on teaching problem solving and raising emotionally intelligent children, and books with specific strategies. The resources discuss topics like children's happiness, temperament, self-esteem, and facilitating emotional intelligence.
This document discusses the important role that parents play in their children's social and emotional learning. It outlines how children learn emotional skills from observing their parents' relationships and interactions. When parents are emotionally competent and can help children work through feelings, children develop healthier emotional regulation. The document also discusses how schools and parents can collaborate to support children's social, emotional, and academic development through activities like parenting workshops, interactive homework, and family-school teams. Strong school-family partnerships benefit students' learning and well-being.
This document discusses raising emotionally intelligent children by teaching them skills in self-awareness, social awareness, self-management, relationship skills, and responsible decision making. It outlines the five emotional intelligence competencies and describes appropriate development of these competencies from elementary through high school. It also discusses different parenting styles like dismissive, disapproving, and laissez-faire parenting and how to become an "emotion coach" by validating, labeling, and problem-solving with children during emotional moments.
A "Fun Committee" can organize social events and random fun activities for employees to help relieve stress. Let's look at some other things can be done to make work fun.
24 Ways to make work fun
#1 Establish a Fun Committee first and foremost
#2 Create contests or challenges for employees
#3 Nothing gets employees more motivated than a competition!
#4 Encourage spontaneity on the job
#5 When done within reason, this can be a great way to relieve pressure.
#6 Hold casual or informal meetings outside when the weather is nice
#7 Create a humor board
#8 Encourage employees to post humorous cartoons or other funny things
#9 Have a pizza party
#10 Have employees bring in pictures of themselves in as children and guess who people are!
#11 Give employees funny glasses and have them put them on during small meetings
#12 Hold a potluck or food event
#13 Have a decorate your cubicle day or week
#14 Celebrate birthdays once a month with cookies or cakes
#15 Have a donut day
#16 Send out appreciation cards with little candies
#17 Have a team barbeque
#18 Have a bake sale
#19 Have a craft sale for charity
#20 Sponsor an indoor mini golf challenge
#21 Have a guess how many penny jar or jelly bean jar
#22 Give people incentives and sponsor contests with a prize of leaving early or being able to come in late!
#23 Give away company promotional items
#24 Have team outings at a park or other relaxing venue
This presentation was conducted for an insurance company, inspiring more MDRT achievers.
Different folks, different strokes.
The results might be the same but the approaches are different.
We could approach sales with 9 different approaches depending on the perspective of the client.
Best wishes and stay on track in achieving MDRT.
10 tips to provide service excellence using illustration. Hope you like this short presentation.
Look Good Feel Great
Notice the Customer
Smile from the Heart
Great, Smile, Thank
Give your customer full attention
Know your Product
Provide Alternative
Choice of words, change negative to positive
Calm,Listen with empathy,Acknowledge and be a Problem Solver
Thank the Customer
The document discusses reframing negative thoughts and words into more positive ones. It gives the example of reframing the negative thought "I am FAT!" into the more positive "I am Fun, Awesome & Talented!". The document promotes joining The Laughter Academy website to be happier and healthier by learning ways to reframe words.
Singapore laughter coach - Career talk at St Joseph's InstitutionSanthanaram Jayaram
Santhanaram Jayaram is a business communication and laughter coach who received his MBA in international business. He has authored a book called "Ram up your Laughter" and has appeared on national television, radio, and in print. His specialties include sales, customer service, laughter, and the Enneagram. He encourages focusing on one specialty, doing what you love, and being happy.
Laugh & Let It Go
Many of us have heard the saying, “laughter is the best medicine”, and in many cases, this statement continues to stand true. When faced with a difficult situation, attempt to recall what you did to manage it if you have experienced a similar situation before. Try to twist, run and squeeze the situation in every way until you are able to find something amusing about it. Although not every situation can be humorous, there are many areas in life in which one can appreciate the importance of laughter and its effects.
Laughter yoga aims to cause changes in mood, mindset, and movements through laughter. Some benefits of laughter yoga include improving sleep, reducing stress, promoting relaxation, enhancing quality of life, strengthening social bonds, and improving overall attitude. The purpose is to help people express their emotions and release stress through laughter as an intrinsic human behavior.
The document discusses Robert Dilts' neurological levels, which provide a framework for understanding human experience from different perspectives. The levels progress from the environmental (when and where things occur) to behaviors (what actions are taken) to capabilities (how things are done) to beliefs and values (why certain views are held) to identity (who someone is) and finally to purpose or spirituality (for whom and for what reasons things are done). The neurological levels offer a way to analyze experience from multiple angles.
Each Enneagram type contributes differently to a group. Type Ones ensure tasks are done correctly and thoroughly. Type Twos are focused on harmonizing social dynamics and supporting others. Type Threes want to achieve goals and advance the agenda.
Santhanaram Jayaram is a business communication coach and speaker with an MBA in international business. He believes in helping others through his program called H.O.P.E. Ram has created a program called C.O.D.E.W.O.R.D for success. The document outlines 6 steps for managing challenging customers: listen to their complaints, remain calm, express empathy, problem solve, agree on a mutual solution, and follow up.
We have various types of communicators,
the aggressive,passive-aggressive, passive and the assertive.This presentation simplifies using the 3Vs in communication, verbal,vocal and visual.
The document outlines a presentation given by Santhanaram Jayaram on leadership. It discusses Jayaram's background and qualifications, as well as his conceptualization of a program called "C.O.D.E.W.O.R.D for success". The presentation then covers factors of leadership including the leader, follower, communication and situation. It defines total leadership as involving the hands, head, and heart. The presentation concludes by examining the process of great leadership, including challenging processes, inspiring a shared vision, enabling others to act, modeling the way, and encouraging the heart.
The document categorizes types of complainers in 4 groups from least likely to most likely to take action:
1) Passives complain only to themselves and think it's not worth taking action.
2) Voicers complain to the company directly but may give the company a second chance.
3) Irates complain more widely to friends and competitors but also may give a second chance.
4) Activists are most likely to take formal action by complaining to authorities or third parties, with less chance of giving the company another opportunity.
The document provides guidance on evaluating business processes and relationships by examining boundaries, feedback, root causes of issues, lessons from the past, and creating simple procedures. It recommends using observation, interviews, and focus groups to understand problems and learn from compliments, comments, and complaints to improve while maintaining interested customers. The key is to innovate processes by analyzing what worked, what didn't, and removing hassles.
This document discusses various social media platforms for staying connected and promoting oneself online, including having profiles on Facebook, LinkedIn, and Myspace; sharing photos, videos, podcasts and blogs on sites like YouTube, Slideshare and blogging platforms; and creating a centralized profile page on about.me to simplify linking all of one's accounts. The goal is to leverage one's network through association and searchability across different media sharing and publishing platforms.
Experts say that getting a new customer is five times more costly compared to maintaining an existing customer. The main reason is that they know and they trust you.They know your products and services.They trust and value the relationship they have with you through their actions of buy-ins and transactions.Therefore if the promise is compromised, organizations have to work harder to recover the service.
Service recovery is a positive approach to complaint handling.The heart of the service recovery framework will be identifying and addressing the problem or concern early, crafting out a suitable solution or alternative recommendation empathetically and taking the necessary action measures promptly.
This document contains testimonials from the author. While it does not provide any direct quotes or specifics about what is being testified to, it implies positive feedback and recommendations have been received from others about a product, service or experience provided by the author. In just a single phrase, it aims to establish credibility and social proof through unnamed endorsements from past clients or customers.
The document describes the 9 personality types of the Enneagram system - Reformer, Enthusiast, Investigator, Challenger, Helper, Artist, Executive, Peacemaker, and Loyalist. Each type is listed with its corresponding description from the website Ramitup.com.
A "Fun Committee" can organize social events and random fun activities for employees to help relieve stress. Let's look at some other things can be done to make work fun.
24 Ways to make work fun
#1 Establish a Fun Committee first and foremost
#2 Create contests or challenges for employees
#3 Nothing gets employees more motivated than a competition!
#4 Encourage spontaneity on the job
#5 When done within reason, this can be a great way to relieve pressure.
#6 Hold casual or informal meetings outside when the weather is nice
#7 Create a humor board
#8 Encourage employees to post humorous cartoons or other funny things
#9 Have a pizza party
#10 Have employees bring in pictures of themselves in as children and guess who people are!
#11 Give employees funny glasses and have them put them on during small meetings
#12 Hold a potluck or food event
#13 Have a decorate your cubicle day or week
#14 Celebrate birthdays once a month with cookies or cakes
#15 Have a donut day
#16 Send out appreciation cards with little candies
#17 Have a team barbeque
#18 Have a bake sale
#19 Have a craft sale for charity
#20 Sponsor an indoor mini golf challenge
#21 Have a guess how many penny jar or jelly bean jar
#22 Give people incentives and sponsor contests with a prize of leaving early or being able to come in late!
#23 Give away company promotional items
#24 Have team outings at a park or other relaxing venue
This presentation was conducted for an insurance company, inspiring more MDRT achievers.
Different folks, different strokes.
The results might be the same but the approaches are different.
We could approach sales with 9 different approaches depending on the perspective of the client.
Best wishes and stay on track in achieving MDRT.
10 tips to provide service excellence using illustration. Hope you like this short presentation.
Look Good Feel Great
Notice the Customer
Smile from the Heart
Great, Smile, Thank
Give your customer full attention
Know your Product
Provide Alternative
Choice of words, change negative to positive
Calm,Listen with empathy,Acknowledge and be a Problem Solver
Thank the Customer
The document discusses reframing negative thoughts and words into more positive ones. It gives the example of reframing the negative thought "I am FAT!" into the more positive "I am Fun, Awesome & Talented!". The document promotes joining The Laughter Academy website to be happier and healthier by learning ways to reframe words.
Singapore laughter coach - Career talk at St Joseph's InstitutionSanthanaram Jayaram
Santhanaram Jayaram is a business communication and laughter coach who received his MBA in international business. He has authored a book called "Ram up your Laughter" and has appeared on national television, radio, and in print. His specialties include sales, customer service, laughter, and the Enneagram. He encourages focusing on one specialty, doing what you love, and being happy.
Laugh & Let It Go
Many of us have heard the saying, “laughter is the best medicine”, and in many cases, this statement continues to stand true. When faced with a difficult situation, attempt to recall what you did to manage it if you have experienced a similar situation before. Try to twist, run and squeeze the situation in every way until you are able to find something amusing about it. Although not every situation can be humorous, there are many areas in life in which one can appreciate the importance of laughter and its effects.
Laughter yoga aims to cause changes in mood, mindset, and movements through laughter. Some benefits of laughter yoga include improving sleep, reducing stress, promoting relaxation, enhancing quality of life, strengthening social bonds, and improving overall attitude. The purpose is to help people express their emotions and release stress through laughter as an intrinsic human behavior.
The document discusses Robert Dilts' neurological levels, which provide a framework for understanding human experience from different perspectives. The levels progress from the environmental (when and where things occur) to behaviors (what actions are taken) to capabilities (how things are done) to beliefs and values (why certain views are held) to identity (who someone is) and finally to purpose or spirituality (for whom and for what reasons things are done). The neurological levels offer a way to analyze experience from multiple angles.
Each Enneagram type contributes differently to a group. Type Ones ensure tasks are done correctly and thoroughly. Type Twos are focused on harmonizing social dynamics and supporting others. Type Threes want to achieve goals and advance the agenda.
Santhanaram Jayaram is a business communication coach and speaker with an MBA in international business. He believes in helping others through his program called H.O.P.E. Ram has created a program called C.O.D.E.W.O.R.D for success. The document outlines 6 steps for managing challenging customers: listen to their complaints, remain calm, express empathy, problem solve, agree on a mutual solution, and follow up.
We have various types of communicators,
the aggressive,passive-aggressive, passive and the assertive.This presentation simplifies using the 3Vs in communication, verbal,vocal and visual.
The document outlines a presentation given by Santhanaram Jayaram on leadership. It discusses Jayaram's background and qualifications, as well as his conceptualization of a program called "C.O.D.E.W.O.R.D for success". The presentation then covers factors of leadership including the leader, follower, communication and situation. It defines total leadership as involving the hands, head, and heart. The presentation concludes by examining the process of great leadership, including challenging processes, inspiring a shared vision, enabling others to act, modeling the way, and encouraging the heart.
The document categorizes types of complainers in 4 groups from least likely to most likely to take action:
1) Passives complain only to themselves and think it's not worth taking action.
2) Voicers complain to the company directly but may give the company a second chance.
3) Irates complain more widely to friends and competitors but also may give a second chance.
4) Activists are most likely to take formal action by complaining to authorities or third parties, with less chance of giving the company another opportunity.
The document provides guidance on evaluating business processes and relationships by examining boundaries, feedback, root causes of issues, lessons from the past, and creating simple procedures. It recommends using observation, interviews, and focus groups to understand problems and learn from compliments, comments, and complaints to improve while maintaining interested customers. The key is to innovate processes by analyzing what worked, what didn't, and removing hassles.
This document discusses various social media platforms for staying connected and promoting oneself online, including having profiles on Facebook, LinkedIn, and Myspace; sharing photos, videos, podcasts and blogs on sites like YouTube, Slideshare and blogging platforms; and creating a centralized profile page on about.me to simplify linking all of one's accounts. The goal is to leverage one's network through association and searchability across different media sharing and publishing platforms.
Experts say that getting a new customer is five times more costly compared to maintaining an existing customer. The main reason is that they know and they trust you.They know your products and services.They trust and value the relationship they have with you through their actions of buy-ins and transactions.Therefore if the promise is compromised, organizations have to work harder to recover the service.
Service recovery is a positive approach to complaint handling.The heart of the service recovery framework will be identifying and addressing the problem or concern early, crafting out a suitable solution or alternative recommendation empathetically and taking the necessary action measures promptly.
This document contains testimonials from the author. While it does not provide any direct quotes or specifics about what is being testified to, it implies positive feedback and recommendations have been received from others about a product, service or experience provided by the author. In just a single phrase, it aims to establish credibility and social proof through unnamed endorsements from past clients or customers.
The document describes the 9 personality types of the Enneagram system - Reformer, Enthusiast, Investigator, Challenger, Helper, Artist, Executive, Peacemaker, and Loyalist. Each type is listed with its corresponding description from the website Ramitup.com.
Reimagining Your Library Space: How to Increase the Vibes in Your Library No ...Diana Rendina
Librarians are leading the way in creating future-ready citizens – now we need to update our spaces to match. In this session, attendees will get inspiration for transforming their library spaces. You’ll learn how to survey students and patrons, create a focus group, and use design thinking to brainstorm ideas for your space. We’ll discuss budget friendly ways to change your space as well as how to find funding. No matter where you’re at, you’ll find ideas for reimagining your space in this session.
How to Add Chatter in the odoo 17 ERP ModuleCeline George
In Odoo, the chatter is like a chat tool that helps you work together on records. You can leave notes and track things, making it easier to talk with your team and partners. Inside chatter, all communication history, activity, and changes will be displayed.
This slide is special for master students (MIBS & MIFB) in UUM. Also useful for readers who are interested in the topic of contemporary Islamic banking.
Walmart Business+ and Spark Good for Nonprofits.pdfTechSoup
"Learn about all the ways Walmart supports nonprofit organizations.
You will hear from Liz Willett, the Head of Nonprofits, and hear about what Walmart is doing to help nonprofits, including Walmart Business and Spark Good. Walmart Business+ is a new offer for nonprofits that offers discounts and also streamlines nonprofits order and expense tracking, saving time and money.
The webinar may also give some examples on how nonprofits can best leverage Walmart Business+.
The event will cover the following::
Walmart Business + (https://business.walmart.com/plus) is a new shopping experience for nonprofits, schools, and local business customers that connects an exclusive online shopping experience to stores. Benefits include free delivery and shipping, a 'Spend Analytics” feature, special discounts, deals and tax-exempt shopping.
Special TechSoup offer for a free 180 days membership, and up to $150 in discounts on eligible orders.
Spark Good (walmart.com/sparkgood) is a charitable platform that enables nonprofits to receive donations directly from customers and associates.
Answers about how you can do more with Walmart!"
How to Setup Warehouse & Location in Odoo 17 InventoryCeline George
In this slide, we'll explore how to set up warehouses and locations in Odoo 17 Inventory. This will help us manage our stock effectively, track inventory levels, and streamline warehouse operations.
Strategies for Effective Upskilling is a presentation by Chinwendu Peace in a Your Skill Boost Masterclass organisation by the Excellence Foundation for South Sudan on 08th and 09th June 2024 from 1 PM to 3 PM on each day.
हिंदी वर्णमाला पीपीटी, hindi alphabet PPT presentation, hindi varnamala PPT, Hindi Varnamala pdf, हिंदी स्वर, हिंदी व्यंजन, sikhiye hindi varnmala, dr. mulla adam ali, hindi language and literature, hindi alphabet with drawing, hindi alphabet pdf, hindi varnamala for childrens, hindi language, hindi varnamala practice for kids, https://www.drmullaadamali.com
How to Fix the Import Error in the Odoo 17Celine George
An import error occurs when a program fails to import a module or library, disrupting its execution. In languages like Python, this issue arises when the specified module cannot be found or accessed, hindering the program's functionality. Resolving import errors is crucial for maintaining smooth software operation and uninterrupted development processes.
Exploiting Artificial Intelligence for Empowering Researchers and Faculty, In...Dr. Vinod Kumar Kanvaria
Exploiting Artificial Intelligence for Empowering Researchers and Faculty,
International FDP on Fundamentals of Research in Social Sciences
at Integral University, Lucknow, 06.06.2024
By Dr. Vinod Kumar Kanvaria
1. Ram Up Service
Your Experience
Managing Emotions
Sunday, April 14, 13
2. Santhanaram Jayaram
Santhanaram Jayaram is a Business
Communication Coach & speaker with an
MBA in
International Business who strongly believes
in his mission
of H.O.P.E , Helping Other People
Effectively. Ram has
conceptualized a program
"C.O.D.E.W.O.R.D for success".
Specialty : Creating Service Experience,
Laughter & Enneagram
Sunday, April 14, 13
3. Santhanaram Jayaram
Santhanaram Jayaram is a Business
Communication Coach & speaker with an
MBA in
International Business who strongly believes
in his mission
of H.O.P.E , Helping Other People
Effectively. Ram has
conceptualized a program
"C.O.D.E.W.O.R.D for success".
Specialty : Creating Service Experience,
Laughter & Enneagram
Sunday, April 14, 13
13. Emotion Coaching
Set Standards and Benchmarks
Find out where they are now and the outcomes to achieve
Establish working relationship - Coaching Contract
Step 1
Sunday, April 14, 13
Diagnosis
16. Emotion Coaching
Outline Purpose of coaching
Set clear objectives that is agreed upon
Identify specific assessment tools
Step 2 Alliance
Step 1
Sunday, April 14, 13
Diagnosis
34. Emotion Coaching
Identify what worked well and what did not
Explore key learning points
Agree further development
Step 8 Review, Feedback & Evaluation
Step 7 Application
Step 6 Action Planning
Step 5 Alternatives
Step 4 Analysis
Step 3 Assessment
Step 2 Alliance
Step 1
Sunday, April 14, 13
Diagnosis