One of the drawbacks of my profession is that I am frequently consulted when things go wrong. When companies, such as yours, realise that they have a problem, which may have resulted in a client complaint or grievance and disciplinary procedures. The next thought process is that ?our people need training? to ensure our customers are satisfied and our working relationships are more positive. But is that the logical next step? I believe not. You can?t always throw a training solution at an organisational or management deficiency. Let me tell you why.