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Unit 20 looks at troubleshooting. Specifically, this unit describes the different kinds of groups, either new group or existing group, that a one may experience teaching. This unit also prescribes what a teacher might do for warmer activities to get students engaged before class, how he or she might approach teaching a class with students at differing levels, how he or she could handle a large class, what the teacher might do to prevent use of the students' native language(s), how he or she might encourage reluctant students to participate, and what he or she can do to help students who struggle with listening texts. While the entire module has a wealth of information, the biggest takeaway I got from it is that the very first lesson should not cover course content but should be devoted to finding out about the students, about their language needs and goals, and about their individual English level through various activities.