Monica, Yes, and much of what you describe can be classified as ssoft skills, which unfortuna=tely, these days, more and more students appear in our classes not possessing a clue about their importance in the work setting. We can try to incorporate courtesy, dress and grooming, hygiene, and professional language into our training - some will get it, others won't. Correcting these essential life skills for success on the job is often received as criticism, or the student just doesn't get it (or value it's importance). It's unfortunate. But we work with who we have and try to make a difference. Barry Westling