Reading Coaching Knock Your Socks Off Service, by Ron Zemke and Kristin Anderson. She's a help desk supervisor.

What she's learned so far--don't give both positive and negative feedback in one meeting. If you need to give negative feedback, do it constructively, and save the positives for another time. The two, otherwise, will cancel each other out.

Her favorite book of all time--To Kill A Mocking Bird, by Harper Lee. Why? It's just her favorite book, it's hard to say. She has the first page memorized. "When he was nearly thirteen, my brother Jem got his arm badly broken at the elbow.... When enough years had gone by to enable us to look back on them, we sometimes discussed the events leading to his accident. I maintain that the Ewells started it all, but Jem, who was four years my senior, said it started long before that. He said it began the summer Dill came to us, when Dill first gave us the idea of making Boo Radley come out...."

The novel she'd write would be about bringing up her children.