This is my initial feedback (the four in blue are for the course feedback): Equality and Diversity Section is minimal in content and focuses on the legal requirements but has minimal guidance on how avoid allowing unconscious bias affecting interactions with others and how that unintentional discrimination can affect the customer. There is no additional information on protected groups or explanations of types of disabilities on the implications of these which trainees may be unfamiliar with. The optional 'choose your path' and additional information may not be selected by those who need it most - suggest that these are made non-optional for completion of the course. The Mental Resilience (for managing abuse) and Emotional Intelligence (for customer interaction) additional info should be compulsory for the HWRC Operatives The narrator talks very quickly, and it is still possible to move on to the next slide before you have chance to read all the text having not heard all the information - this could allow some trainees to move through it before they have absorbed / had chance to consider all the information. The scenarios are poorly acted and could be elaborated on - especially on the Equality & Diversity - it would be useful to have a follow on scene of how the customer felt about the interaction.