<p>@Michael39 :&nbsp; I have found over the years that if you can get the student talking about themself then this is a great way to get them out of their shell so to speak.&nbsp; We as agents have a tendency to want to do all of the talking; however, practicing active listening skill is one thing we always forget.&nbsp; People like to talk about themselfs and this is a big key to getting the student to open up.&nbsp; Ultimately it's not about us but the student.</p>