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Interpersonal skills for security professionals

You paid thousands of dollars for training and thousands more on equipment, firearms and clothing. Add in the cost of travel, hotels, meals, time off of work and other expenses and you are finally qualified for work, according to you. But what does the Client value in a protector? It may be no surprise that interpersonal skills top the list. Good manners, eye contact, a firm handshake, a timely smile, and an expansive vocabulary are just the tip of the iceberg. Knowing how to negotiate, and more, knowing when to remain silent are also key to a Client choosing you over an ex-WPPS Private Military Contractor.

After decades in the protection industry, it is continually apparent that while “fieldcraft“ is absolutely valuable and indeed essential to a Client’s required prerequisites, it is the “intellectual” skillset with which the Client has the greatest exposure, (and hardest time finding).

Many laugh when first hearing about interpersonal skills in the personal protection industry. They believe that as long the client is safe, nothing else matters. We all know that we are getting paid for that 0,1% chance that may require us to respond to a threat and “save the client”, but the rest of our time will be spent interacting with the client, their family members, employees, domestic staff, and our own colleagues. And just as important are the paparazzi and the public, both of whom have cameras in hand. One wrong comment or gesture and the Client’s embarrassment results in your termination, and possibly a civil action.

Social interaction requires specific interpersonal skills. Your ability to react or reply appropriately is crucial. Using the wrong words with the wrong person and your years in the sand box or skill with firearms won’t save you. You will be fired within seconds.  It happens every day and some of you won’t even know why.

Below we will try to give you some tips from ours as well as our colleagues experience and mistakes and even included some comments from past clients.

Your relationship with the client:

If you have any understanding of the industry at all, you know that you are with a client because someone within the client’s entourage has a fear that you have convinced them you can quash. In a combat zone, there is real fear of capture or death. In a large city in America, spy photos of the client out in public, drinking with friends, and in Mexico, Kidnapping. In many instances, you may be with the client 10 to 16 hours a day. So how do you spend that much time with them or their family, under that kind of stress without getting emotionally connected to them? Stick to the old adage: “Be seen and not heard”.

First of all keep in mind that the client is the one paying you, no matter how unrealistic his requests may be, you must adapt to his ‘’wants’’ and ‘’security needs’’. You may not be allowed to do what the job requires or have the manpower or equipment needed but you will have to adapt and do your job with what you have. You may be asked to be in position X and not Y because the client doesn’t feel comfortable otherwise. Consider too that it is also difficult for someone to get used to the idea of having strangers around them with every step they take and with every person they meet. Consider what you are doing that might be adding to or reducing their tension. Talking, staring, where you are standing, your cologne, or your actions can all add to a client’s frustrations.

The professional is one who can work with the difficult client, not the other way around. If you are lucky enough to work for that easy going client good for you, but most of the time you will have to deal with people that will test your limits. Have you ever had a client ask you to protect him but not to be within sight of him?

New professionals usually ask how they would deal with different challenges, like “what if the client asks me to have a drink with him”? What if the client asks you to do things that are out of your area of responsibility?

If you are a Close Protection Operative of the opposite sex of your client, then be prepared to deal with even more difficult situations. Traditionally mixing stress and fear with the comfort a protector can bring and the power and wealth of a client, (or his wife), and an opportunity……

Every one of us, client or Close Protection Operative (CPO), have different, social backgrounds and if you add to that different cultures then be ready to deal with more difficulties.

 

Boundaries

For many of us who have spent years in this business, (If we are successful enough to still be in this business), we have learned where our boundaries lie. If you are new in the business consider that boundaries exist for all of us. The client has them and so do you. When we are hired to protect a person, we are actually being allowed to step far inside their boundaries but they should not be allowed to step too far into ours. We will see a client in their most private and vulnerable moments, but what happens to our persona as “protector” if they see our weaknesses and vulnerabilities? And what happens if someone outside the client’s circle identifies our weaknesses or vulnerabilities?

How do we identify a client’s boundaries, and how do we educate them on ours? It’s really very simple; we ask. We should consider their social and moral code, their habits, vices and health issues and their fears. Sitting down with the client and discussing their needs and simply asking them where their boundaries are and letting them know ours is crucial to the success of a long term assignment. It may be no big deal for a client to ask you to enter a room where they are using drugs in a party setting or where he and his wife are in bed, but this may be beyond your comfort zone, (your boundary).

What is the difference between professionalism and friendship? Here is a simple rule: “You can’t buy friendship”. If you are being paid, you can’t be friends. If you want to be friends, stop taking the client’s money. Crossing the boundary between Professional and Friend is never successful.

From my personal experience I have found that when I was acting strictly professional the client was uncomfortable. Our task is to make them feel safe but when we appear ‘’untouchable’’ they believe we don’t understand their fears or what they’re going through. It is very important for them to feel we understand them. It is not easy to be the client….Sometimes they will open up and talk to us and we must show them we are listening. This is not friendship. This is part of our job.

If you get too friendly, then automatically your professionalism will suffer in your client’s eyes.  Not because he doesn’t trust you anymore but because your laps in professionalism suggests to him that you won’t be taking your job as serious as is needed.

Consider how Psychologists work. They cannot offer professional counseling to people who are in their family or with whom they are friends. They certainly cannot start dating a client.

It is understood that you may share many hours with the client. Talk to him only when he talks to you or when you have to say something that affects his safety. Avoid starting a conversation but always be friendly if the client decides to speak to you. If you are asked a question, try to answer it with a single sentence.

Your relationship with the client’s family members will have to be the same. Don’t be too friendly with them or other staff or guests. Remember who hired you and why. Remember who cuts your check and who ultimately you serve. You should answer to only one person. If you assist or serve anyone else, it must be with the approval of the client and then only at no cost to them.

If you appear too unapproachable or “hard”, you will intimidate those you are serving. Too approachable and the family and everyone else will feel comfortable approaching you. And it will always happen when you need to be focused. Take a middle position with your client which is addressed with professionalism. Again, prior to accepting your contract you must clarify from whom you will be given orders and directions regarding your work.

As a CPO your job is to protect you client’s life and image. You are not there to carry their briefcase or shopping bags, etc. You also should not be carrying the client’s child on your hip, or holding doors open or performing domestic chores. Remember to keep your hands free.

Don’t be afraid to say “no” when you are asked to perform duties which are outside of your role. The client is hiring a CPO not a maître ’de or a butler. It is professional to politely refuse to perform a task outside of your agreed responsibilities instead of accepting it and putting in danger a client or your life. He has hired you to provide security services and nothing else.

The client must see you as an educated, well trained, experienced and professional person, and it is up to you alone to earn his respect. If your client respects you then any of your suggestions concerning his safety will be accepted by him positively.

Alcohol? NO, NEVER, EVER…..while working. But……

What if your client calls you for a drink or coffee while you’re not on duty? In this case you have to ask why he is calling you. Does he see you as a friend or do you think he wants something unrelated to work or to talk about your work? First, remain professional. If your client calls, you respond. Then avoid alcohol at all cost. Consider that in many countries and especially in the United States, if you are in possession of a firearm and you are questioned by police with alcohol in your system, you will be arrested.

Physical Relationships

Sometimes the most dangerous trap a CPO may fall into is to have a physical relationship with his client or the client’s spouse. Remember that movie where the bodyguard was sleeping with his client? Art sometimes copies life. Being emotionally involved with your client, (or anyone in their circle), no matter how unprofessional we see it, has happened with some colleagues. Understand that if this occurs, the CPO is always at fault. Because the client is dependent on you, they may be more likely to share raw emotion with you or let you all the way in to that last boundary, the personal physical boundary. Take advantage of this vulnerability and you are solely to blame. And if you think you found the love of your life, you will be replaced by the next person the client sees power or an emotional investment in. And who is going to write you that professional referral letter then?

Sexual Harassment is rampant in our profession. Male CPOs are approached by everyone who is attracted to the perceived power of the protector or by anyone trying to get to the client or get into the client’s circle. But if you are a female CPO it is much worse. You will get barraged from both males and females, clients, their family members, friends and then your colleagues. Additionally, sometimes due to culture, there are those who believe that because they hired you to protect them you are there also for ‘’extra services’’. There have been cases like these which have been unreported to authorities but are a common problem within the female CPO industry. Again, that sit down meeting with the client prior to taking the job is strongly suggested.

 

Your relationship with colleagues:

During our career we will have to work along with people who don’t share the same work ethic, qualifications, training and experience, background, morals or values with us. So whether we like or dislike someone, we shouldn’t allow it to affect our professionalism. Our first loyalty is the client’s safety and the study and mastering of the art and skill toward this goal. Our second loyalty is to the industry to which we have dedicated our lives. Loyalty to our colleagues falls within this, not the other way around.

As we all know, Close Protection is a profession that is unfortunately void of professional standards and requirements. Each country, and even each State has its own licensing or training requirements and in many cases no training is required at all. In light of this, you realize that you have to work to solidify a team with people who bring with them different experience, skills, training disciplines, standards, professionalism, culture, and ethics in the same way a sports team or elite military unit has to work through individual differences to become a uniquely cohesive team.

It is very important that each one on the team promote and maintain a strong working relationship  with the others as well as the client, and of course other people who we may be in contact with (house personnel, office staff etc).

Some of the people you are working with may have more or less skill and may be younger or older. So in each situation you must address your issues with them with respect. Never offend anyone no matter the reason, never correct someone while anyone else in present. If you believe they made a mistake you can ask if he would mind a tip or advice. Not many people are open to advice from coworkers. If they refuse your help, respect it and leave it alone. If a colleague makes a sexual advance or even a comment that you are not comfortable with, address it quickly.

In our work it is very important when an issue occurs, to take immediate action to address it. Later you can do your research and as a team and correct it. As in any team, constructive criticism is meant to eliminate future problems.

Try to avoid conversations with your colleagues that include topics which trigger emotional responses like sports, religion, sex or politics. No conversation on these topics can contribute to your client’s safety.

Avoid discussion about family and do not share details about your family, spouse, kids or home life. You don’t know how the information may be used against you or your client later. Can you be blackmailed? Could this affect your client or team?

The only conversation you should entertain is the one that adds to your client’s safety.

Your relationship with fellow citizens and Law Enforcement:

In most countries your authority or legal ability to act is no more than any other citizen.  Trying to get a free pass at the club or disturbing the peace will give you and your client a bad image. No you can’t stop the traffic, park whenever you want, stop people from entering in public places or ask to search them.

Many of our colleagues come from a Law Enforcement or Military background, they use to have their own language with their former colleagues and may work along with them or ask for their help. Remember that active Law Enforcement personnel have their own agendas. They are not part of our industry any more than we are part of theirs. Do not ask them to help you do your job. Some may abuse their authority and use it to get close to your client, and may even try to replace you. Be respectful and keep your distance.

Your networking activities

It is common and we see it almost every day in online networks or forums, people who hide behind a “screen” or “nickname” and make negative comments about other colleagues. It is seen by most as cowardly at best to make public comments about someone while hiding behind a false identity and further, without allowing the victim or viewing audience to verify the experience or credentials of the accuser.

Industry forums serve a couple of purposes. The first is to inform and the second is to allow comments and feedback for the purpose of informing. Unfortunately, they have become a place for the unimpressive to gain their 15 minutes of fame. These chronic complainers, seemingly have plenty of free time, (possibly due to their unemployment), and repair their egos by blaming or criticizing others. Yes, there are non-professionals and there are professionals, but a forum is not the right place to show who is who.

For those who like to comment on different articles or posts online (…that includes many of us…) before you hit “send” be sure you:

1) Read the article/post carefully. It is very disappointing to see colleagues who post a negative comment on an article when it is clear that they neither completely read nor completely understood it.

2) Offer a solid answer/opinion based on logical thoughts or facts (or evidence/search results). Recently, someone tried to show their disagreement with an author. Their only approach to a counter-point was insulting the author which actually proved the author’s point.  Someone else tried to answer him by copying and pasting parts from the article and offering negative comments on the excerpts, which further proved the subject of the article; that some people in our industry can’t adapt their soldier mentality and behavior to the more polished corporate environment.

3) Answer in a manner that does not insult the writer or others.

4) Re-read and understand the article. Stating a disagreement is fine but following up with information that goes off topic and writing anything other than what is pertinent to the subject will only make you look stupid.

5) Read the article again,

6) Read your answer again from the perspective of your colleagues,

7) Read it once again from the perspective of someone who knows you,

8) If it doesn’t look professional/logical/in good taste or relative to the article provided, DO NOT hit that “send” button or “publish now” ….otherwise again, you will only end up looking stupid.

If you think companies and recruiting agents don’t look at a candidate’s networking profiles? Think again!

The bottom line is this:

If you lack professionalism on any level or lack interpersonal skills in dealing with people you work for, with or around, you will not be able to hide behind your experience, education or other skillsets.

Denida Zinxhiria

Founder & Worldwide Director

Athena Academy 

Nannyguards

http://www.athenaacademy.com

http://www.nannyguards.com

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Fallen Bodyguards: the unknown heroes

Probably their death news never gets more than a dozen of views in online news sites or blogs. Most of the times their names are not revealed from the MEDIA and they are just mentioned as that celebrity or that dignitary bodyguard who was killed…. But they are people like us, with families, people with dreams that their life ended because of their professional risk level. I have heard it many times ‘’Well he got what he was after it….if you want to get paid well you risk your life’’……

No matter what others out of our profession think about us, close protection is not that well paid job, basically no job in the world can pay your life. We are not police officers or military, we are hired to protect someone’s life and welfare.  That’s our job and many of us are doing it not because of the money. But because is what we love to do and what we know to do best.

I started this article and will continue to update it with names and information over fallen close protection operatives who lost their lives due to their profession. No matter who their client were, what nationality or political beliefs they had, they were their clients, and those fallen were protecting them.

–          May, 2012, Quintos (32 years old), De Lima bodyguard, who was also a member of the DOJ’s Intelligence Service Operations Group (Isog) was found dead in Bulacan with a gunshot wound in the chest and his service firearm was missing.  De Lima has ordered the National Bureau of Investigation to conduct a parallel investigation with the police as she considered Quintos’ killing a threat to her own safety (http://newsinfo.inquirer.net/191973/de-lima-bodyguard-shot-dead-in-bulacan).

–          July, 2011, Southern Soudan Minister Jimmy Lemi Millahas been shot dead along his bodyguard inside his ministry building in Juba (http://www.bbc.co.uk/news/world-africa-12403620).

–           July, 2012, Baghdad, a bodyguard of Iraq’s Shia Vice President Khudair al-Khuzaie was Saturday shot dead in an attack. An interior ministry official said that unidentified gunmen shot down the bodyguard in Baghdad’s central district of Karrada (http://www.firstpost.com/fwire/iraqi-vice-presidents-bodyguard-shot-dead-386149.html).

–          June, 2012, Bodyguard Geovanni Legaspi Dumaraos was declared dead on arrival at the hospital after he run in an ambush with his client Reynaldo dela Torre Paras a member of Laguna board who survived the attack (http://newsinfo.inquirer.net/208445/laguna-board-member-hurt-bodyguard-killed-in-ambush).

–          May, 2012, Pablico Redoque died of multiple gunshot wounds all over his body, he was the bodyguard of  Ilocos Sur Vice Mayor Jesus Bueno Jr. Police are investigating if the incident is linked to the victim’s affiliation with the Santa vice mayor (http://beta.abs-cbnnews.com/nation/regions/05/02/12/ilocos-vice-mayors-bodyguard-killed).

–          October, 2011, bodyguard was shot dead in a gun battle involving opposing factions of the Sri Lankan ruling party during Saturday’s local council elections in the capital, police said. He was serving Bharatha Lakshman Premachandra, former lawmaker and advisor to the president, who also died (http://www.deccanchronicle.com/channels/world/asia/presidential-aide-bodyguard-killed-sri-lanka-254)

–          February, 201, Moscow – An attempt to murder the president of the breakaway Georgian province of Abkhazia left one bodyguard dead and three seriously injured. A roadside bomb detonated as a column of vehicles carrying Ankvab and his entourage passed along a road near (http://news.monstersandcritics.com/europe/news/article_1692226.php/Attack-on-leader-of-breakaway-Georgia-province-kills-bodyguard).

–          May, 2012, Iraq.A bodyguard working for one of the main parties in Iraq’s Sunni-backed Iraqiya bloc, which has clashed politically with Prime Minister Nuri al-Maliki, was killed. Latif Ramadan Jassim was on duty near the headquarters of the Wifaq (Accord) party in Zeitun, west Baghdad, when he was stabbed to death (http://www.dailystar.com.lb/News/Middle-East/2012/May-02/172100-iraq-party-bodyguard-stabbed-to-death-officials.ashx#axzz25bhwVqYm).

–          August, 2012, Yemen. Gunmen strafed the car of Yemeni information minister Ali Ahmed al-Amrani with bullets, killing his bodyguard, but the official was not in the vehicle at the time (http://www.hindustantimes.com/world-news/RestOfAsia/Bodyguard-killed-in-attack-on-Yemeni-minister/Article1-907426.aspx).

–          January, 2012. CATARMAN, Northern Samar—Communist killed the bodyguard of the town mayor and fleeing with firearms seized from a small police force that was caught flat-footed by the attack (http://newsinfo.inquirer.net/132557/mayor%E2%80%99s-bodyguard-killed-in-npa-raid-on-northern-samar-town).

–          February, 2006, 29-year-old Israel Ramirez was shot once in the chest as he stood outside a Brooklyn, New York, warehouse where stars including Rhymes, 50 CENT, MARY J BLIGE, MISSY ELLIOTT and G-UNIT rapper LLOYD BANKS had gathered to shoot a promo (http://www.hiphopgalaxy.com/busta-rhymes-bodyguard-shot-dead-hip-hop-3456.html).

–          July, 2011, MANILA, Philippines,Isko Moreno’s bodyguard shot dead.The victim, identified as Jonathan Ignacio, was shot by a man who suddenly entered his house on Prudentia Street, Tondo, Manila.The victim was sleeping with his live-in partner, Vanesa Dabuet, and his 3-year-old son when the incident happened (http://rp1.abs-cbnnews.com/nation/metro-manila/07/07/11/isko-moreno%E2%80%99s-bodyguard-shot-dead).

–          May, 2012, Sheikh Ahmed Abdul Wahed and his bodyguard were killed by gunfire after failing to stop at the LAF checkpoint in Kwaykhat. Sheikh Ahmed was heading to the rally held by the partisans of MP Khaled Daher to commemorate the memory of the May 7 victims (http://www.lbcgroup.tv/news/31150/sheikh-abdul-wahed-and-bodyguard-killed-laf-establ).

–          May, 2012, Bogota,A bomb targeting a Colombian former interior minister has killed two of his bodyguards and injured at least 39 people in Bogota (http://www.guardian.co.uk/world/2012/may/16/bogota-bomb-kills-two-bodyguards).

 

Denida Zinxhiria

Athena Academy Founder

http://www.athenaacademy.com

Train to Protect? What you need to know

Lately we are getting some questions from prospective students and we would like to answer to those questions and give to those who are interested to join the industry  more information about our profession and what to expect.

– How fit you need to be to manage the CPO-training?

Being in security industry you have to be in good health condition, have good resistance and ability to react fast. There is no specific height or weight scale that you must fit in in order to become a Close Protection Agent. Some security service companies when they want to hire may ask for specific height and weight, although this have been very rarely. What you have to have in mind is that you need to be ”in shape”, our job is very demanding not only physically when it comes to conflicts and maybe hand to hand combat but also being many hours standing up out of a door or a vehicle waiting for the client.

Some training providers also use to put specific standards on their application like push ups, sprint etc in order to be accepted to their training course. Personally, i don’t agree with the idea. As i believe the majority of our profession is based on mental awareness and brain skills than physical skills (of course you need also physical skills, but you don’t have to be the best weightlifter or sprinter!). Neither you can make a student in 8 or 12 training days during CPO course super fit or change his shape maze. That is something that every CPO has to be responsible and work hard day by day to achieve it.

– How the job market currently lo0k for bodyguards, would you get any jobs/job chanses after the CPO-training?

In order to answer to this, you have to think that attending a CPO course you are getting professional skills and education like attending in a College. Before you spend your time and money you have to think it well if this profession suit to you and also study the market. No training provider can guaranty you will find a job after the training or when…(if some do so consider it as a red flag), can anyone guaranty you a job position after your BSc achievement? No.. it is up to you to do your homework and market yourself accordingly.

Security industry is considered as a ”well paying industry”, but until you make it up there you need to start from down steps and work every time.

 

-Why the CPO-training is “so expensive”?

Actually, CPO training’s are not expensive at all if you consider the fact that by attending one you will receive the skills and knowledge to do a job that is well paying. Maybe it seems expensive because people see the short term educational program in combination with cost, so an 8 or 12 days courses for $2000-$3000 may look expensive for some prospective students.

Having gone through University education and Security Related courses the last eleven years of my life i can definitely say my University education cost me much much more.

You have to have in mind as well the fact that in our profession we need to go under more training courses all the time to develop our skills and be prepared better. Don’t think just because you attended a CPO course you are ready to go, that’s only a course to start. But would be more easy to you when you are already working and making some money to attend in more courses later.

 

-Why some training providers don’t run trainings in their (prospective students)  city/hometown, as some think its a long way to different training facilities.

Running a CPO training requires specific training facilities, something that has costs a lot for the training provider to built. In some states and countries you even need a specific license from the government to run a training facility like that, so as you understand it is not easy to ”move all equipment” in another part of the country that would be closer to some students.

If you are interested to become a bodyguard your first step is to be willing to travel a bit/long way to get a good CPO-training. If you´re not ready to travel to a new city, or perhaps a new country to take this kind of training, then you are probably not ready to be a bodyguard and travel with a client either, cause traveling is a big part of beeing somebodys protective shadow. You as a BG/CPO always follow your client whereever he/she goes, and it can continue for hours, weeks, months and even years, depending on the contract.

Sometimes you may even need to move into another area, state, city that can offer you more job vacancies than the one you are living in.

 

-And last but very important the LICENSE issue….

There seems to be some confusion around the topics of bodyguard certifications and licenses. I think this is a result of prospective female bodyguards trying to break into the industry and trying to sift through the multitude of training schools, associations and the “puffery” being perpetuated by misleading marketing language. I seem to answer this question a lot from prospective students. So I would like to put this out to all those who haven’t asked for some reason or another, but want to know.

There are multiple ASSOCIATIONS for bodyguards, most of which charge a fee to be a member. Some are better than others as far as what benefits they offer their members. An Association is nothing more than a business created by someone who thinks they can provide a service and try to make the bodyguard industry better. They usually have experience in the field and would like to further the industry as a whole. Some do a good job of that and some don’t. Either way, there is nothing special needed to create an Association other than the desire, willingness and a business license. They are not usually “sanctioned” by an overarching authority. They intend to BE the authority.

Most Associations are trying to “standardize” the industry by offering their own CERTIFICATION. Their Certification is a set of knowledge, skills and abilities that they think a bodyguard should have to be successful. There again, the association chooses what to include in the Certification, there is not one set of standards. They are trying to create that set of standards. There are many differing opinions in this industry so you have to weigh how much credibility each one has. A Certification is NOTHING MORE than a piece of paper proving you attended a course that you can put on your CV to show to a prospective employer. Some Certifications will make you look better than others because of the school’s credibility.

A LICENSE is what the governmental unit of your area grants to individuals that allow them to work as a bodyguard legally within their jurisdiction (area). Certifications are not Licenses. Every governmental unit has different requirements to get a license. Some may not even require you to have a Certification because it doesn’t mean anything to them.

There are some students that are coming to us saying that they want an international bodyguard course because they want to work internationally. Keep in mind though that just because the course is called an International Bodyguard course, it does not give you any more privileges than a course called Bodyguard Training. They might give you instruction slanted towards how to operate across country lines but there is no international license. There is no authority that could grant such a license because there is not a governmental unit that governs the whole earth. You still have to get a license in every country, state, area, province, etc that you want to work in.

Some of prospective students have been led to believe that they will be trained by US Federal Agencies. This is not true. US federal law enforcement agencies do not train bodyguards. If a school makes that claim, it should be a red flag. Pay careful attention to the language. It may be that one of the instructors used to teach at a US federal law enforcement academy prior to training bodyguards, but the curriculum you will learn is not sanctioned by that agency. There are companies that have contracts with the federal government to provide training, but again, if you are not part of the agency they are training, you won’t get that training material. You will get a civilian version or a close protection version, but not a military or law enforcement version.

So, as far as associations and schools go, no one can tell you which one to join or which school to attend. Only you can decide what’s in your best interest for your career. You should get as much knowledge as you can from many different sources. Just make sure the source isn’t making you think it is more than it really is.

Denida Zinxhiria

Athena Academy Founder

http://www.athenaacademy.com