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Ashamed of asking for technical support? You are not alone!

<p>The spread of new technologies tied to a race for innovation, products and services’ growing interdependence and, more generally, <a href="https://theconversation.com/will-services-be-the-saviour-of-manufacturing-70081" target="_blank" rel="noopener">the transformation of products into services</a> can also make them more complex to use. To help consumers, companies are introducing a wealth of instructions, tutorials and pictograms that can be difficult to understand, all too often leaving consumers even more <a href="https://theconversation.com/confusopoly-why-companies-are-motivated-to-deliberately-confuse-39563" target="_blank" rel="noopener">confused</a>.</p> <p>The scene is all too familiar: who has never scratched their head in front of a machine, a new device or trying to complete an online booking? While many innovations are often designed and implemented to ease the consumer’s daily life, they may also be the source of new problems. Consumers adopt various strategies to cope with these difficulties of use: online tutorials, help from neighbours or friends, but many, perhaps surprisingly, also end up dropping their new product or service altogether.</p> <p>The reasons for not seeking help may be psychological. In the field of social psychology, over the last 40 years, researchers have been exploring help-seeking in various contexts, mostly focusing on medical and psychological help or on help-seeking in the classroom. It appears that not everyone is <a href="https://www.washingtonpost.com/lifestyle/wellness/asking-help-coronavirus-hard-shame/2020/04/17/e1d3ef90-7e91-11ea-8013-1b6da0e4a2b7_story.html" target="_blank" rel="noopener">comfortable asking for help</a> and that some individuals systematically seem to avoid seeking help.</p> <p>Indeed, help-seeking may be perceived as threatening, as it may call into question the applicant’s personal competence in his or her own eyes. But he or she may also fear appearing incompetent in the eyes of the helper. Help-seeking also conflicts with important values for Westerners: autonomy and control. Finally, it may restrict one’s freedom of choice, for example when feeling forced to accept a commercial offer in return for the help given.</p> <p><strong>Fear of appearing incompetent</strong></p> <p>In our article to be published in the journal <em><a href="https://journals.sagepub.com/home/rme" target="_blank" rel="noopener">Recherches et Application en Marketing</a></em>, we explored one of the possible responses for the modern troubled consumer: seeking the supplier’s help. Although it appears to be a fairly obvious solution, it is not often used by consumers.</p> <p>Through a series of studies, we sought to understand whether avoiding to seek help exists in a consumption context when a customer finds it difficult to use a product or service. A qualitative study and four quantitative studies (samples between 150 and 450 individuals) led us to the conclusion that more than a third – a significant and seemingly large proportion – of consumers tend to avoid asking for help.</p> <p>These studies also enabled us to build a psychometric measurement tool to assess the tendency of each individual to be more or less avoidant. The common behaviour of help-seeking avoidance is based on two dimensions, stemming from the qualitative part of the study. The first dimension is the refusal to ask for help because it causes embarrassment or even shame for the asker, as one consumer we interviewed explained:</p> <blockquote> <p>“Sometimes you feel ashamed, because you are afraid that the person you are talking to might think you don’t understand anything.”</p> </blockquote> <p>The second dimension lies in the evaluation of the interlocutor. More specifically, in both their perceived willingness and their perceived ability to help, as illustrated by this statement of a consumer:</p> <blockquote> <p>“[Companies] are all the same, they are always rude and they never solve your problems.”</p> </blockquote> <p>These two dimensions contribute to explain consumers’ intention to seek help or not. This research also highlights the relationship between the avoidance tendency and specific psychological traits such as an external <a href="https://dictionary.apa.org/locus-of-control" target="_blank" rel="noopener">locus of control</a> (the tendency to attribute the cause of events outside one’s control to others, a specific context, for example), <a href="https://dictionary.apa.org/state-orientation" target="_blank" rel="noopener">state orientation</a> (the tendency not to act) and <a href="https://www.nhs.uk/mental-health/conditions/social-anxiety/" target="_blank" rel="noopener">social anxiety</a>.</p> <p><strong>Companies can take action</strong></p> <p>Difficulties encountered are admittedly damaging for the consumer, but they are also ultimately damaging for the company. Indeed, a customer who cannot have full use of one’s product may abandon not only the product, but the brand. One may also express dissatisfaction or frustration and spread negative word of mouth. Incidentally, there is a high failure rate for high-tech product launches.</p> <p>What can companies do to ease and encourage requests from their customers? First of all, they can act on the potential embarrassment. Indeed, it appears that help requested through a screen leads to less discomfort. In this respect, live chat is a very interesting tool to encourage the triggering of requests.</p> <p>In addition, companies can communicate about their willingness and ability to assist their customers – and dedramatise assistance requests. Indeed, many companies still do not advertise on means available to contact them, often for fear of having to manage too many customer contacts. According to our research, this is interpreted by consumers as unwillingness to help.</p> <p>Moreover, communicating the positive results of customers requesting help or, more generally, of contacts with the customer service would also be an effective lever. Finally, in addition to being beneficial for customer satisfaction, requests for help can have another positive impact: for example, they allow improvements to be made to products and services.<img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important; text-shadow: none !important;" src="https://counter.theconversation.com/content/173716/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /></p> <p><em><a href="https://theconversation.com/profiles/marion-sangle-ferriere-1220471" target="_blank" rel="noopener">Marion Sanglé-Ferrière</a>, Maître de conférence en marketing, <a href="https://theconversation.com/institutions/cy-cergy-paris-universite-2217" target="_blank" rel="noopener">CY Cergy Paris Université</a> and <a href="https://theconversation.com/profiles/ben-voyer-110420" target="_blank" rel="noopener">Ben Voyer</a>, Full Professor, Department of Entrepreneurship, <a href="https://theconversation.com/institutions/escp-business-school-813" target="_blank" rel="noopener">ESCP Business School</a></em></p> <p><em>This article is republished from <a href="https://theconversation.com" target="_blank" rel="noopener">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/ashamed-of-asking-for-technical-support-you-are-not-alone-173716" target="_blank" rel="noopener">original article</a>.</em></p> <p><em>Image: Getty Images</em></p>

Technology

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How difficulty in identifying emotions could be affecting your weight

<p>Most of us have turned to food to make ourselves feel better at some point. Whether it is snuggling up with a pot of ice cream following a break up (channelling an <a href="https://www.youtube.com/watch?v=mfEC5zA-q1U">inner Bridget Jones</a> perhaps) or turning to chocolate and biscuits to keep us going through a difficult day at work. This is known as <a href="https://theconversation.com/why-some-people-overeat-when-theyre-upset-105872">emotional eating</a>, consuming food in response to emotions. But while it may make us feel better initially, in the long run, it can have a negative impact on our health.</p> <p>We are all aware that obesity is a major societal issue with <a href="https://doi.org/10.1016/S0140-6736(17)32129-3">rates still increasing</a>. Overeating in response to emotions is just one of <a href="https://www.nhs.uk/conditions/obesity/causes/">the many factors</a> thought to drive weight gain and increase body mass index (BMI). However, while other factors do come into play, it is important to understand how emotions may influence weight gain to help aid weight loss and management.</p> <p>So, why do we turn to food when we’re feeling emotional? <a href="https://doi.org/10.1016/j.eatbeh.2012.05.006">Some researchers</a> argue that emotional eating is a strategy used when we are unable to effectively regulate our emotions. This “emotional dysregulation” can be broken down into three aspects – understanding emotions, regulating emotions, and behaviours (what we do in response to a given situation).</p> <p>Understanding our emotions involves being able to identify them and describe them to others. Being unable to do this is part of a personality trait called alexithymia, which literally means having “no words for emotions”. Varying degrees of alexithymia occur from person to person. <a href="https://doi.org/10.1016/S0022-3999(98)00053-1">Around 13%</a> of the population could be classed as alexithymic, with the rest of us falling somewhere along a continuum.</p> <p><a href="https://theconversation.com/emotions-how-humans-regulate-them-and-why-some-people-cant-104713">Emotional regulation</a>, meanwhile, encompasses the strategies we use to reduce (negative emotions) and manage our emotions generally. It can include exercising, breathing or meditation, as well as eating.</p> <p>A number of things influence how we regulate emotions. This includes personality factors such as negative affect (general levels of depression and anxiety) and negative urgency (acting rashly in response to negative emotions). When experiencing upsetting emotions, impulsive people may act without thinking. For example when feeling upset during an argument with a loved one, you may say something in the spur of the moment which you later regret. If a person cannot appropriately regulate their emotions, it can lead to the use of ineffective strategies, such as emotional eating.</p> <p><strong>Effects on BMI</strong></p> <p>To date, the links between emotional dysregulation, emotional eating and BMI/weight gain have not really been understood. But in <a href="https://authors.elsevier.com/c/1Y8jGiVKTPRiv">our latest research</a>, we propose a new model of emotional eating, and in turn, BMI.</p> <p>For the study we used difficulty understanding emotions (alexithymia) as a way of characterising emotional dysregulation. As can be seen in the figure below, we propose that alexithymia, negative affect (general levels of depression and anxiety), negative urgency (acting rashly in response to negative emotions), and emotional eating may all play a role in increasing BMI.</p> <p style="text-align: center;"><img style="display: block; margin-left: auto; margin-right: auto;" src="https://images.theconversation.com/files/252891/original/file-20190108-32151-wnlrwd.jpg?ixlib=rb-1.1.0&amp;q=45&amp;auto=format&amp;w=754&amp;fit=clip" alt="" /> <span class="caption">Emotional dysregulation model of BMI.</span></p> <p>We tested this model in a student sample (aged 18 to 36) as well as a more representative sample (18-64). Within the student sample, we found a direct link (where one factor, “X”, directly influences another, “Y”) between difficulty identifying emotions and increased BMI. Independent of other factors, individuals who were unable to identify their own emotions generally had a higher BMI.</p> <p>We also found that difficulty identifying emotions indirectly (X influences Y but via one or more additional factors) predicted BMI via depression, negative urgency (rash emotional responses) and emotional eating in the student sample. And that difficulty describing emotions indirectly predicted BMI via anxiety alone, as well as via anxiety, negative urgency and emotional eating. In other words, being unable to identify and describe emotions increases vulnerability to depression and anxiety respectively. In turn, this depression and anxiety increases the likelihood of a person reacting without thinking. This means they are more likely to turn to food to alleviate their negative feelings, experiencing increased weight and BMI as a result.</p> <p>In the more representative sample only indirect links between difficulty identifying emotions and increased BMI were found. But here depression and negative urgency play a stronger role. Specifically, difficulty identifying emotions was indirectly linked to BMI via an increased tendency to experience depression alone. Meanwhile, difficulty describing emotions via an increased tendency to act rashly in response to negative emotions was linked to BMI when anxiety was included in the model.</p> <p>While the precise mechanism by which emotions drive emotional eating and its impact on BMI remains unclear, our study is the first step in developing a model of BMI which is inclusive of multiple factors. Because emotional eating is a coping strategy for emotions, it’s important to consider how emotional regulation relates to weight loss and management programmes. For example, improving the ability to identify and describe emotions may reduce a person’s tendency to turn to food, which can lead to positive effects on their health.<!-- Below is The Conversation's page counter tag. Please DO NOT REMOVE. --><img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important; text-shadow: none !important;" src="https://counter.theconversation.com/content/105917/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /><!-- End of code. If you don't see any code above, please get new code from the Advanced tab after you click the republish button. The page counter does not collect any personal data. More info: http://theconversation.com/republishing-guidelines --></p> <p><em>Written by <span>Aimee Pink, Research Officer, Swansea University; Claire Williams, Senior Lecturer in Psychology, Swansea University; Menna Price, Lecturer in Psychology, Swansea University, and Michelle Lee, Professor of Psychology, Swansea University</span>. Republished with permission of </em><a rel="noopener" href="https://theconversation.com/how-difficulty-in-identifying-emotions-could-be-affecting-your-weight-105917" target="_blank"><em>The Conversation</em></a><em>. </em></p>

Body

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Memory and attention difficulties are often part of a normal life

<p>From young adults to people in their 60s, everyday functioning in today’s world can place high demands on our attention and memory skills.</p> <p>Memory lapses such as forgetting an appointment, losing our keys, forgetting a distant relative’s name or not remembering why you opened the fridge can leave us believing our thinking skills are impaired.</p> <p>But you might be too hard on yourself. Tiredness, stress and worry, and feeling down or depressed are all common reasons adults experience attention and memory difficulties.</p> <p><strong>Attention and memory systems</strong></p> <p>Attention and memory skills are closely connected. Whether we can learn and remember something partly depends on our ability to concentrate on the information at the time.</p> <p>It also depends on our ability to focus our attention on retrieving that information when it’s being recalled at a later time.</p> <p>This attention system, which is so important for successful memory function, has a limited capacity – we can only make sense of, and learn, a limited amount of information in any given moment.</p> <p>Being able to learn, and later successfully remember something, also depends on our memory system, which stores the information.</p> <p><strong>Changes in attention and memory skills</strong></p> <p>In people who are ageing normally, both attention and memory systems <a href="https://psycnet.apa.org/record/2018-45562-001">gradually decline</a>. This decline starts in our early 20s and continues slowly until our 60s, when it tends to speed up.</p> <p>During normal ageing, the number of connections between brain cells slowly reduce and some areas of the brain progressively work less efficiently. These changes particularly occur in the areas of the brain that are important for memory and attention systems.</p> <p>This normal ageing decline is different from dementia and Alzheimer’s disease, which cause progressive changes in thinking skills, emotions and behaviour that are not typical of the normal ageing process. Dementia comes from a group of diseases that affect brain tissue and cause abnormal changes in the way the brain works.</p> <p>If you’re concerned your memory difficulties may be a symptom of dementia, talk to your GP, who can refer you to a specialist, if needed, to determine whether these changes are due to normal ageing, dementia or some other cause.</p> <p>If you experience persistent changes in your thinking skills, which are clearly greater than your friends and acquaintances who are of a similar age and in similar life circumstances, see your GP.</p> <p><strong>Normal attention and memory difficulties</strong></p> <p>Broadly, there are two main reasons healthy adults experience difficulties with their memory and/or attention: highly demanding lives and normal age-related changes.</p> <p>A person can be consistently using their attention and memory skills at high levels without sufficient mental relaxation time and/or sleep to keep their brain working at its best.</p> <p>Young adults who are working, studying and then consistently using attention-demanding devices as “relaxation” techniques, such as computer games and social media interaction, <a href="https://willsull.net/resources/KaplanS1995.pdf">fall into this group</a>.</p> <p>Adults <a href="https://eds.b.ebscohost.com/abstract?site=eds&amp;scope=site&amp;jrnl=21528675&amp;AN=83525068&amp;h=746XcJnf0qjmaQYDoqYWEsXgl8RLBY8oP631iGbnBfEIOVCJNS12LFen5etfOkNg5UAJ6nKqJipZs%2b4OKOVZLw%3d%3d&amp;crl=c&amp;resultLocal=ErrCrlNoResults&amp;resultNs=Ehost&amp;crlhashurl=login.aspx%3fdirect%3dtrue%26profile%3dehost%26scope%3dsite%26authtype%3dcrawler%26jrnl%3d21528675%26AN%3d83525068">juggling the demands</a> of work or study, family and social requirements also fall into this group.</p> <p><a href="https://theconversation.com/explainer-how-much-sleep-do-we-need-29759">Most adults need</a> around seven to nine hours of sleep per night for their brain to work at its best, with older adults needing seven to eight hours.</p> <p>The second common reason is a combination of ageing-related brain changes and highly demanding work requirements.</p> <p>For people in jobs that place a high load on thinking skills, the thinking changes that occur with normal ageing <a href="https://www.semanticscholar.org/paper/Memory-complaint-as-a-predictor-of-cognitive-a-of-Blazer-Hays/41fd23f208c261065296a54b826602ff2bf8ee09">can become noticeable</a> at some point around 55 to 70 years of age. It’s around this time age-related changes in the ability to carry out complex thinking tasks become large enough to be noticeable. People who are retired or don’t have the same mentally demanding jobs generally experience the same changes, but may not notice them as much.</p> <p>This is also the age many people become more aware of the potential risk of dementia. Consequently, these normal changes can result in high levels of stress and concern, which can result in a person experiencing even greater difficulties day to day.</p> <p><strong>Emotional distress can take its toll</strong></p> <p>Feeling down and sad can affect memory and concentration. When a person is feeling worried and/or down regularly, they may become consumed by their thoughts.</p> <p>It’s important to recognise how you’re feeling, to make changes or seek help if needed. But thinking a lot about how you’re feeling can also take a person’s attention away from the task at hand and make it difficult for them to concentrate on what is happening, or remember it clearly in the future.</p> <p>So feeling worried or down can make it seem there is something wrong with their memory and concentration.</p> <p><strong>Boosting your attention and memory skills</strong></p> <p>There are a number of things that can be done to help your day-to-day memory and attention skills.</p> <p>First, it’s important to properly rest your mind on a regular basis. This involves routinely doing something you enjoy that doesn’t demand high levels of attention or memory, such as exercising, reading for pleasure, walking the dog, listening to music, relaxed socialising with friends, and so on.</p> <p>Playing computer games, or having a lengthy and focused session on social media, requires high levels of attention and other thinking skills, so these are not good mental relaxation techniques when you are already mentally tired.</p> <p> </p> <p>It’s also important to get enough sleep, so you are not consistently tired – undertaking exercise on a regular basis often helps with getting good quality sleep, as does keeping alcohol consumption <a href="https://www.healthdirect.gov.au/managing-your-alcohol-intake">within recommended limits</a>.</p> <p>Looking after your mental health is also important. Noticing how you are feeling and getting support (social and/or professional) during longer periods of high stress or lowered mood will help ensure these things are not affecting your memory or concentration.</p> <p>Finally, be fair to yourself if you notice difficulties with your thinking. Are the changes you notice any different to those of other people your own age and in similar circumstances, or are you comparing yourself to someone younger or with less demands in their life?</p> <p>If you have ongoing concerns about your attention and memory, speak with your GP, who can refer you to a specialist, such as a clinical neuropsychologist, if needed.</p> <p><em>Written by <span>Jacqueline Anderson, Senior Lecturer in Clinical Neuropsychology, University of Melbourne</span>. Republished with permission of </em><a href="https://theconversation.com/memory-and-attention-difficulties-are-often-part-of-a-normal-life-119539"><em>The Conversation</em></a><em>. </em></p>

Mind

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Top tips for travelling with hearing difficulties

<p>Planning a trip can be stressful — especially for the one in three Australians over 55 with hearing difficulties. But hearing loss is no reason to avoid travel; by planning ahead and managing the problem early, you can set yourself up for a safe, worry-free, enjoyable trip.</p> <p><strong>How could untreated hearing loss impact you on holiday?</strong></p> <ul> <li>Making reservations over the phone could turn into a frustrating task</li> <li>You could miss airline boarding and in-flight announcements</li> <li>You might not hear hotel room-service knocking on your door</li> <li>You could find it hard to follow dialogue during guided tours or live performances</li> <li>Understanding foreign accents could be even harder</li> <li>It could prove impossible to hold a conversation in cafes or restaurants.</li> </ul> <p>Coupled with some clever listening techniques, a reliable and adjustable hearing aid is one of the best ways to manage a hearing difficulty on holiday. Hearing aids take the hassle out of planning and ensure smooth sailing throughout your trip. Just ask Australian sailor Angus Lockheart.</p> <p>Angus has sailed thousands of nautical miles in and outside Australian waters. He’s been living on a yacht with his wife for more than five years. “A yacht’s living space is much smaller than a house, and a couple spend more time together,” said Angus.</p> <p>But as his hearing loss increased, so too did his wife’s frustration at having to constantly repeat herself. With his living quarters tightening in on him, Angus finally ordered a pair of Blamey Saunders hearing aids online. They were posted to a port for him to collect, perfectly programmed using his results from Blamey Saunders hears’ online hearing test.</p> <p>“The difference is amazing!” Angus said. (And Mrs. Lockheart is pretty happy too.)</p> <p>When flying to your dream destination, you can wear hearing aids through airport security screenings and on your flight without any damage to your devices or discomfort to you. But people with impaired hearing can’t sit in exit row seats for safety reasons, so double check the seat on your ticket and notify your flight attendant.</p> <p>Back on land, outback traveller David Lloyd has visited some of Australia’s most remote deserts with hearing aids but says not all aids are created equal. “The first problem that I faced was feedback when flies flew past, but I was able to stop that happening,” said David, who recently switched to a hearing aid that can be adjusted to suit any environment using a program on his smartphone.</p> <p>Travellers should look for a hearing aid that has self-adjustment capabilities, such as Blamey Saunders aids, which allows you to adjust your settings on the go — using an app on your smartphone or Windows computer.</p> <p>For additional support, Blamey Saunders hearing aid users can contact the company’s telehealth team by phone or email. The team can even adjust a person’s hearing aid settings for them remotely, making things easier for people in remote areas.</p> <p><strong>Managing your hearing difficulties while travelling:</strong></p> <ul> <li>Print itineraries, maps, reservation numbers, and tickets in advance</li> <li>You can usually rely on the terminal display for boarding information but it’s a good idea to ask a staff member to notify you when it’s time to board</li> <li>Inform your flight attendant of your hearing loss and ask that any in-flight announcements are repeated to you in person</li> <li>If background noise is an issue, you can try strategies; such as choosing to sit in the least noisy part of a restaurant, or adjusting your hearing aid to a directional setting</li> </ul> <p><strong>Looking after your hearing aids while travelling:</strong></p> <ul> <li>Always remove your hearing aids when you swim. Most are water resistant but are not designed to withstand full immersion</li> <li>Keep your hearing aids in a drying jar whenever you’re not using them, especially when holidaying in a hot climate, as sweat can damage a hearing aid’s delicate circuitry</li> <li>If you take out travel insurance, make sure it covers your hearing aids</li> <li>Make sure you have enough batteries to last your trip, and store them in a safe place, away from sun and moisture and out of reach of pets and children</li> </ul> <p><strong>Has your hearing ever affected your travel plans? Let us know in the comments.</strong></p> <p><em>Written by Mahsa Fratantoni. Republished with permission of <span><a href="https://www.wyza.com.au/articles/travel/top-tips-for-travellers-with-hearing-difficulties.aspx">Wyza.com.au.</a></span></em><strong> </strong></p>

Travel Tips

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William and Kate open up about the difficulties of parenting

<p>The Duke and Duchess of Cambridge have opened up about the fears they have when it comes to raising Prince George and Princess Charlotte. The royal couple candidly spoke about their parenting worries when they visited the Young Minds mental health facility in London.</p> <p>“What we’ve taken away is just how normal it is,” Kate said. “We are parents ourselves. I am sure we will face worries. We do face worries, because we’ve got small young children.</p> <p>“As a parent and as a mother, having that feeling that there is somebody there that is non-judgemental, that can provide the professional support, and that can really provide helping hand at a really difficult time.”</p> <p>Take a listen to the candid chat in the video above and tell us in the comments, do you think life is harder for today’s children?</p> <p><strong>Related links:</strong></p> <p><a href="http://www.oversixty.com.au/news/news/2016/08/prince-williams-warning-about-dating-prince-harry/"><strong><span style="text-decoration: underline;"><em>Prince William's hilarious warning about dating Prince Harry</em></span></strong></a></p> <p><a href="http://www.oversixty.com.au/news/news/2016/08/prince-william-admits-he-still-misses-diana-every-single-day/"><span style="text-decoration: underline;"><em><strong>Prince William admits he still misses Diana every single day</strong></em></span></a></p> <p><a href="http://www.oversixty.com.au/news/news/2016/08/reports-suggest-duchess-of-cambridge-expecting-a-third-child/"><span style="text-decoration: underline;"><em><strong>Is the Duchess of Cambridge expecting?</strong></em></span></a></p>

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