>Needed this today. I am so glad that it helped. I just had 3 phone calls to the water department- 3 times "Name, please spell, address, telephone number, account number, ok now tell me your problem.... ok I can't help you need to call this department..." 3 TIMES! First one was horrid, I low key screamed at Sonia. Then I read this and the second one with Brianne went much better. I read it through it again, readjusted my expectations, and the last one went great with Frances. And not because my speech was better, it actually deteriorated slightly per call. I just had some mind-checks y'know! It works. At least I don't feel like smashing my head against a wall and then extrapolating today for the entire rest of my life. And yes, you can be a zoologist! im rooting for you. start paying extra attention in Chemistry and Biology!