A couple of years ago, I started a contract with a student, M, who was looking for English lessons for professional purposes. On her needs analysis interview, she told me that reaching out for help was quite a struggle as her former teacher had unceremoniously stopped replying to her messages halfway through a course that aimed to prepare her for an institutional language test - one of the most important steps she’d been taking in her career so far. To her words, they hadn’t had any kind of...