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" Earning that trust sometimes means scheduling longer appointments for the elderly and taking a course in the time-honoured social courtesies: calling older members by their last name and title until invited to use their first name, helping older women with their coats, and listening with sincere interest to stories they may have told you once or twice before. “I have a picture of a snow blower in my office just to encourage the older men to tell me about their machines,” says Needham with a chuckle."

by Laureen Griffin

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