Being able to create a good rapport with the users, being outgoing and service-minded was the necessary characteristic that figured most prominently in the answers given by the employees. Therefore, it is a challenge to balance these tasks in order to get users to dispose of their waste correctly, both for environmental and economical reasons, and at the same time to maintain a friendly atmosphere at the recycling centre. Some also stated the importance of not only correcting the users, but also praising them. Others pointed to the need of handling aggression and conflicts,and using humour. As the job includes so many social contacts each day, it is important to enjoy meeting and talking to people. Users may sometimes be mourning a relative, such as a spouse or an old parent, and need someone to talk to when throwing away their personal belongings. The employees also need to be able to handle situations of this kind. This new work role is in great contrast to the earlier one for those who used to work at a dump or as refuse collectors, why it is of important to include also these aspects in their training. Despite this, the majority of the employees reported that they were pleased with their work, and they emphasised the positive social contacts during a working day and felt appreciated by the users