H, Dana:<br /><br /><br />I've uploaded your document and hope that you find the suggestions helpful. <br /><br />Just a quick review of what I did:<br /><br />I used UK spelling throughout, changing words like "program" to "programme" and "recognize" to "recognise". Sometimes, to complicate matters, the UK recognizes both spellings. For example, a computer program is spelled "program" whereas a government programme is spelled "programme".<br /><br />As with the earlier documents, I thought "responses" is better than" verbiage" and I wasn't sure about the expression "buy into", since I think that sounds insincere, so I changed it to "believe in". You can easily change it back.<br /><br />I proofread very carefully and corrected any typos and missing words. There weren't many. Then I read through for UK spelling and UK usage. Where I thought a change might be helpful, or needed, I added a comment in the margin. <br /><br />You clearly put in a lot of work into this. If I were 40 years younger, I might apply to be a trainer myself. I'd pass the exam, having seen the instructor's notes. <br /><br />I gave some further thought to the term "guest experience". I mentioned this last time but we have four options: Master of the Guest Experience, Master of the Guest's Experience, Master of the Guests' Experience, and Master of the Guests Experience. My choice is Master of the Guest Experience. I think it's stronger than the plural, and it avoids the pitfall of somebody saying "guests" should be possessive.<br /><br />What else?<br /><br />I changed "utilize" to "utilise" and then remembered that the UK would probably just say "use", and 'practice' to 'practise', and some others.<br /><br />With bullet form, I followed the UK practice of ending the bullet with a period if it is a sentence. If not a sentence, such as a single word or short phrase, I left the period off. <br /><br />Anyway, enough from me. Another great presentation! It's clear how much work you've put into it.<br /><br />Please proofread carefully. I'm not perfect (as my grown-up children keep telling me.)<br />If you have any questions or if I can help in any way, please send a message to me via Editor World.<br /><br />Best wishes - George<br /><br />P.S. If I were 40 years younger, I would apply to be a trainer myself. (I might even pass the final exam, having seen the instructor's notes.)&nbsp;