361 Active Listening courses in Nottingham delivered Online

The Art of Negotiation (Virtual) Confidence, rapport, curiosity, and patience are essential ingredients to successfully handling a difficult conversation and negotiation. In this course, you will learn to identify and manage aspects of a negotiation, distinguish needs from wants, and manage expectations. The course will cover communication best practices, strategies for handling difficult conversations, and the basics of the art of negotiation. What You Will Learn You'll learn how to: Master the different ways to say 'no' Determine negotiation strategies based on typical client strategies Develop solutions to break deadlocks Getting Started Introductions Course structure Course goals and objectives Establishing personal learning objectives Foundation Concepts Exercise: Most Challenging Scenarios and Outcomes Debrief: Impact versus intent Addressing customer expectations Needs versus wants Key skills for managing customer relationships o Elicitation (requirements gathering) o Communication and active listening o Sensitivity and empathy Handling Difficult Conversations Saying 'no' The Ladder of Inference 4-Step approach for handling difficult conversations Characteristics of a trusted advisor Communication Best Practices Attunement and active listening Exercise: Identifying Effective Techniques Communication pitfalls and best practices Building rapport and influence Words of wisdom Exercise: Reflection on Challenges Negotiation Strategies Negotiation basics Five phases of negotiation Identifying different strategies o Traditional versus Progressive o Hard - Soft - Principled o Exercise: Your Preferred Techniques Selecting appropriate strategy for project negotiations o Common pitfalls to avoid o The impact of culture on negotiation Looking at conflict through the lens of negotiation Exercise: Mapping a Resolution

Many leaders and managers working on the front line of inclusion lack emotional support from Local Authority staff or anyone else despite the challenging nature of their work. There is a massive need for active listening, containment and opportunities to problem solve and reflect confidentially with someone trusted. Course Category Peer Support Meeting emotional needs Strategic Work Early Years Description We can tailor make and deliver personalised 1:1 or group support and supervision sessions with a particular focus on emotional support. Many leaders and managers working on the front line of inclusion lack emotional support from Local Authority staff or anyone else despite the challenging nature of their work. There is a massive need for active listening, containment and opportunities to problem solve and reflect confidentially with someone trusted. Some leaders may prefer a group setting for mutual support. We can provide this numbers permitting. Book a set of 3/10/20 sessions or why not set up monthly meetings with a psychologist, head teacher or other suitable practitioner to meet your needs. Testimonials Be the first… Learning Objectives Emotional support in a confidential space To listen and offer practical support Joint problem solving around hard issues To build a trusting relationship Who Is It For ? Headteachers Children Centre Managers Heads of Service Directors Early Years Mangers Course Content Active and supportive listening and exploration of named issues Supportive and safe problem solving Consultation processes In groups to use processes such as Circle of Adults If you liked this you may like: STORY TELLING: STRENGTHENING SKILLS AND KNOWLEDGE OF COMMUNITIES

Mental Health First Aid (MHFA) England Training with Mindmaps Wellbeing Enhance workplace wellbeing and mental health awareness with MHFA England-certified training by Mindmaps Wellbeing. Our expert-led courses, delivered by Registered Mental Health Nurses and Healthcare Educators, equip you with the skills to recognize, support, and respond to mental health challenges. Whether online or in-person, our training ensures flexible learning options without compromising quality. Join us to gain certification as a Mental Health First Aider and access exclusive benefits like ongoing peer support, expert forums, and resources for self-care. Book now with Mindmaps Wellbeing and take the first step toward a healthier, more supportive environment for all.

Embarking on a journey with children? Master the art of speaking their language. This course offers the secrets to fostering genuine connections with the younger generation.

Gain the skills and credentials to kickstart a successful career and learn from the experts with this step-by-step

Reflective Listening improves communication by having partners take turns being active listeners. This technique enhances understanding and empathy, fostering healthier and more productive conversations within the relationship. Key areas: communication skills, active listening, empathy, understanding, productive conversations 3 x 1 hour sessions 

Learn the vital core skills of questioning and listening skills, and face-to-face communication. Includes Verbal Skills & Asking Questions, Open & Closed Questions, The Funnel, Active Listening, Face‐to‐Face Communication, Rules for Success

Learn effective workplace communication skills that will transform your career Includes Open & Closed Questions, Active Listening, Understanding the Message, Body Language and Non-Verbal Messages

With any customer-facing role, there are times when you will find yourself in a difficult situation with a customer that requires a certain set of communication and practical skills to resolve any issues successfully. The Handling Difficult Customers training course teaches learners how to handle difficult conversations as a manager or wider member of the customer service team, guiding you on how to use your body language effectively, master crucial active listening techniques, and stay calm under pressure. Key Topics to Be Covered How to open and close a difficult conversation with a customer Strategies for handling difficult customers and conversations The art of active listening and responding How to ask open and supportive questions The tone of voice and body language techniques Learning Outcomes Learn how to start and close a difficult conversation successfully and with confidence Understand how to use your body language to communicate with customers effectively Enhance your communication skills to ask open and productive questions Learn the art of active listening to be able to engage with the customer fully Demonstrate knowledge of the rules regarding customer service etiquette Build rapport through empathy and learn how to stay calm under pressure Skills You Will Gain Customer service Problem-solving Communication Stress Management Why should you choose the Handling Difficult Customer course with Academy for Health & Fitness? Opportunity to earn a certificate accredited by CPD after completing this Handling Difficult Customer course Student ID card with amazing discounts - completely for FREE! (£10 postal charges will be applicable for international delivery) Globally accepted standard structured lesson planning Innovative and engaging contents and activities Assessments that measure higher-level thinking and skills Complete the Handling Difficult Customer program in your own time, at your own pace Each of our students gets full 24/7 tutor support Course Curriculum: Introduction Topics to be Covered: Introduction - Welcome from Alan Stevens Difficult Conversations Topics to be Covered: Why Are Some Conversations Difficult? Preparation Set-Up and Room Layout How to Start the Conversation Active Listening and Responding Ask Open and Supportive Questions Focus on Facts, Not Personalities Use of Tone and Body Language Exploring Alternative Solutions Handling Challenge How to Close a Difficult Conversation Conclusions Topics to be Covered: Summary - What We've Covered Thank You and Next Steps Assessment Process Once you have finished the learning stages in the course, your abilities will be assessed by an automated multiple-choice question session, after which you will receive the results immediately. Showcase Your Accomplishment of New Skills: Get a Certification of Completion The learners have to successfully complete the assessment of this Handling Difficult Customer course to achieve the CPD accredited certificate. Digital certificates can be ordered for only £10. The learner can purchase printed hard copies inside the UK for £29, and international students can purchase printed hard copies for £39. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Is This Handling Difficult Customers Course Right for You? This course is ideal for those who work in customer-facing roles who wish to develop the fundamental skills to deal with difficult customers efficiently and confidently. There are no specific entry requirements for this course, which can be studied on a part-time or full-time basis. Career path On successful completion, you will have the practical skills and knowledge to provide excellent customer service to all types of customers, take control of difficult situations and resolve problems with professionalism, competency and confidence. You will also have a range of communication skills for dealing with challenging customer-facing scenarios.

In the bustling realm of customer service, mastery isn't merely an option; it's the golden ticket to unlocking unparalleled success. Picture this: every interaction, a chance to dazzle and delight, transforming ordinary moments into extraordinary experiences. Welcome to the realm where every conversation holds the potential to forge lasting connections and elevate brand loyalty to unprecedented heights. Key Features: CPD Certified Free Certificate from Reed CIQ Approved Developed by Specialist Lifetime Access Within these carefully crafted modules lies the blueprint for customer service excellence. Explore the intricacies of communication, from the subtle nuances of phone etiquette to the art of building unwavering rapport over the airwaves. Navigate the ebb and flow of inbound and outbound calls with finesse, mastering the delicate dance of active listening and gracefully managing even the toughest of callers. Beyond the realms of mere conversation, delve into the realm of problem-solving prowess, equipped with the tools to navigate any challenge that comes your way. Here, each module is a stepping stone towards a deeper understanding of the intricate tapestry that is customer relationship management, culminating in the ability to measure success not just in metrics, but in the smiles of satisfied customers. Welcome to a world where every call is an opportunity, and excellence is not just a goal but a way of life. Course Curriculum Module 01: Introduction to Customer Service Module 02: What's Different about Good Customer Service? Module 03: Customer Relationship Management Module 04: Customer Service Communication Strategies Module 05: Aspects of Phone Etiquette Module 06: Building Rapport Over the Phone Module 07: Inbound and Outbound Calls Module 08: Active Listening and Managing Tough Callers Module 09: Managing Interoffice Calls and Voicemail Module 10: Problem Solving over the Phone Module 11: Intra Organisation Dealings Module 12: Measuring Customer Service Learning Outcomes: Identify key principles of effective phone-based customer service strategies. Apply techniques for building rapport and managing tough callers effectively. Demonstrate active listening skills and handle inbound and outbound calls proficiently. Utilize problem-solving strategies to address customer inquiries and concerns. Manage interoffice calls, voicemail, and intra-organisation dealings professionally. Evaluate customer service performance through effective measurement techniques. CPD 10 CPD hours / points Accredited by CPD Quality Standards Phone-Based Customer Service Training 2:49:55 1: Module 01: Introduction to Customer Service 13:13 2: Module 02: What's Different about Good Customer Service? 06:30 3: Module 03: Customer Relationship Management 06:30 4: Module 04: Customer Service Communication Strategies 14:06 5: Module 05: Aspects of Phone Etiquette 16:17 6: Module 06: Building Rapport Over the Phone 12:49 7: Module 07: Inbound and Outbound Calls 11:39 8: Module 08: Active Listening and Managing Tough Callers 16:03 9: Module 09: Managing Interoffice Calls and Voicemail 07:17 10: Module 10: Problem Solving over the Phone 35:10 11: Module 11: Intra Organisation Dealings 22:22 12: Module 12: Measuring Customer Service 06:59 13: CPD Certificate - Free 01:00 Who is this course for? Customer service representatives seeking to enhance phone-based communication skills. Call centre agents aiming to improve customer interactions and satisfaction. Sales professionals interested in refining their phone etiquette and communication strategies. Frontline staff members tasked with handling inbound and outbound calls effectively. Team leaders or supervisors responsible for managing and monitoring phone-based customer service. Career path Customer Service Advisor Call Centre Operator Sales Representative Receptionist Customer Support Specialist Telecommunications Operator Certificates Digital certificate Digital certificate - Included Reed Courses Certificate of Completion Digital certificate - Included Will be downloadable when all lectures have been completed.