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This makes every template a tool of empowerment, bestowing a level of polish and professionalism that might otherwise be difficult to achieve. And it is an act of empathy for the audience, ensuring that their experience with a brand, no matter where they encounter it, is coherent, predictable, and clear. Learning to ask clarifying questions, to not take things personally, and to see every critique as a collaborative effort to improve the work is an essential, if painful, skill to acquire. " It is, on the surface, a simple sales tool, a brightly coloured piece of commercial ephemera designed to be obsolete by the first week of the new year. This process imbued objects with a sense of human touch and local character. 21 In the context of Business Process Management (BPM), creating a flowchart of a current-state process is the critical first step toward improvement, as it establishes a common, visual understanding among all stakeholders.