| Make IT Interesting | | Preparation is the Key |
| Individuals’ Expectations & Fears | | Technical Problems |
| Mixed Groups | | ‘KISS’ (Keep it Short & Simple) in Explanations, Examples & Practicals |
| Generate Rapport & Maintain Interest | | Balance Telling & Doing |
| Deal with Expectations | | Overcome Techno fear |
| Use Equipment to Legitimate a Lack of Understanding | | Deal with Resistance |
| Run Practical Sessions | | Deal with Keyboard Fiddlers |
| Minimise the Effects of Systems Failure | | Disparate Range of Skills & Experiences |
| Handle the Mixed Status Environment | | How to Use What You’ve Learnt |