612 Active Listening courses

Course Duration: 1–2 days (or modular format across 3–4 sessions) Target Audience: Professionals at all levels seeking to improve workplace communication, strengthen relationships, and increase collaboration and influence. Course Objectives By the end of this course, participants will be able to: Communicate clearly and confidently in a range of professional situations. Adapt communication styles to suit different audiences and contexts. Build strong interpersonal relationships using emotional intelligence. Navigate difficult conversations and resolve conflict effectively. Enhance active listening, feedback, and assertiveness skills. Course Outline Module 1: Foundations of Communication The communication process: sender, receiver, and barriers Verbal, non-verbal, and written communication The impact of tone, body language, and intent Common communication pitfalls in the workplace Module 2: Developing Interpersonal Awareness Self-awareness and emotional intelligence (EQ) Understanding personal communication styles (DISC, MBTI or similar tools) Building rapport and trust The importance of empathy in professional relationships Module 3: Active Listening and Feedback Skills Listening to understand vs listening to respond Techniques for active listening Giving feedback constructively Receiving and acting on feedback Module 4: Assertive Communication Passive, aggressive, passive-aggressive vs assertive styles Setting boundaries and expressing needs clearly Using “I” statements and confident body language Role-playing assertiveness scenarios Module 5: Adapting Communication to Context Communicating with different personality types Navigating workplace hierarchy and power dynamics Cultural sensitivity and inclusive language Tailoring communication for emails, meetings, and presentations Module 6: Managing Difficult Conversations and Conflict Identifying sources of conflict Conflict resolution strategies (e.g. Interest-Based Relational Approach) Staying calm under pressure Structuring difficult conversations using frameworks (e.g. SBI – Situation, Behaviour, Impact) Module 7: Collaborative Communication in Teams The role of communication in high-performing teams Group dynamics and psychological safety Facilitating discussions and encouraging contribution Virtual communication best practices Delivery Style Engaging facilitation with practical exercises Role-plays, group discussions, and real-life scenarios Self-reflection activities and personal action planning Assessment and Outcomes Participation in interactive activities Completion of a communication skills self-assessment Development of a personalised communication improvement plan Course Materials Provided Participant workbook and slides Communication style diagnostic tool (optional) Templates for feedback and conversation planning Follow-up resources and reading list

English for Academic Purposes: English for Academic Purposes Would you like to enhance your critical thinking and research skills to gather, evaluate, and synthesise information from various sources? Then join our level 2 certificate in English for Academic Purposes course now! This level 2 certificate in English for Academic Purposes course explains how to create engaging discussion and writing skills. Additionally, this level 2 certificate in English for Academic Purposes course aims to create the value of reacting and actively listening. Through this level 2 certificate in English for Academic Purposes course, you will study the system for reading information, the goal of reading, and the correct meaning. Moreover, this level 2 certificate in English for Academic Purposes course covers correct speech and communication. If you want to learn advanced grammar and a broad range of vocabulary accurately in both written and spoken English, participate in our comprehensive level 2 certificate in English for Academic Purposes course quickly! Learning outcome of level 2 certificate in english for academic purposes course This level 2 certificate in english for academic purposes course helps to understand: How to make an interactive discussion. Also, this level 2 certificate in english for academic purposes course explains the importance of active listening and responding. Through this level 2 certificate in english for academic purposes course, you will learn the system for reading information, purpose of reading, and proper meaning. How to speak and communicate properly is included in this level 2 certificate in english for academic purposes lesson. You will learn to write fluently and accurately with this level 2 certificate in english for academic purposes course. Special Offers of this english for academic purposes Course This English for Academic Purposes Course includes a FREE PDF Certificate. Lifetime access to this English for Academic Purposes Course Instant access to this English for Academic Purposes Course Get FREE Tutor Support to this English for Academic Purposes Course English for Academic Purposes: English for Academic Purposes Elevate your academic journey with our Level 2 Certificate in English: English for Academic Purposes course! This comprehensive English: English course hones your discussion and writing skills, making your academic interactions engaging and impactful. Learn the value of active listening and effective reactions through our English: English curriculum. Master the system for reading information, understanding the goal of reading, and grasping the correct meanings with our English: English guidance. Additionally, refine your speech and communication skills with our English: English training. Enroll in our Level 2 Certificate in English: English for Academic Purposes course today and excel in your academic pursuits! Who is this course for? English for Academic Purposes: English for Academic Purposes Anyone, including students, beginners, or professionals, can take our level 2 certificate in english for academic purposes course. Requirements English for Academic Purposes: English for Academic Purposes To enrol in this English for Academic Purposes Course, students must fulfil the following requirements. To join in our English for Academic Purposes Course, you must have a strong command of the English language. To successfully complete our English for Academic Purposes Course, you must be vivacious and self driven. To complete our English for Academic Purposes Course, you must have a basic understanding of computers. A minimum age limit of 15 is required to enrol in this English for Academic Purposes Course. Career path English for Academic Purposes: English for Academic Purposes Your career is going to flourish with the support of this level 2 certificate in english for academic purposes course.

English for Academic Purposes: English for Academic Purposes Would you like to enhance your critical thinking and research skills to gather, evaluate, and synthesise information from various sources? Then join our level 2 certificate in English for Academic Purposes course now! This level 2 certificate in English for Academic Purposes course explains how to create engaging discussion and writing skills. Additionally, this level 2 certificate in English for Academic Purposes course aims to create the value of reacting and actively listening. Through this level 2 certificate in English for Academic Purposes course, you will study the system for reading information, the goal of reading, and the correct meaning. Moreover, this level 2 certificate in English for Academic Purposes course covers correct speech and communication. If you want to learn advanced grammar and a broad range of vocabulary accurately in both written and spoken English, participate in our comprehensive level 2 certificate in English for Academic Purposes course quickly! Learning outcome of level 2 certificate in english for academic purposes course This level 2 certificate in english for academic purposes course helps to understand: How to make an interactive discussion. Also, this level 2 certificate in english for academic purposes course explains the importance of active listening and responding. Through this level 2 certificate in english for academic purposes course, you will learn the system for reading information, purpose of reading, and proper meaning. How to speak and communicate properly is included in this level 2 certificate in english for academic purposes lesson. You will learn to write fluently and accurately with this level 2 certificate in english for academic purposes course. Special Offers of this english for academic purposes Course This English for Academic Purposes Course includes a FREE PDF Certificate. Lifetime access to this English for Academic Purposes Course Instant access to this English for Academic Purposes Course Get FREE Tutor Support to this English for Academic Purposes Course English for Academic Purposes: English for Academic Purposes Elevate your academic journey with our Level 2 Certificate in English: English for Academic Purposes course! This comprehensive English: English course hones your discussion and writing skills, making your academic interactions engaging and impactful. Learn the value of active listening and effective reactions through our English: English curriculum. Master the system for reading information, understanding the goal of reading, and grasping the correct meanings with our English: English guidance. Additionally, refine your speech and communication skills with our English: English training. Enroll in our Level 2 Certificate in English: English for Academic Purposes course today and excel in your academic pursuits! Who is this course for? English for Academic Purposes: English for Academic Purposes Anyone, including students, beginners, or professionals, can take our level 2 certificate in english for academic purposes course. Requirements English for Academic Purposes: English for Academic Purposes To enrol in this English for Academic Purposes Course, students must fulfil the following requirements. To join in our English for Academic Purposes Course, you must have a strong command of the English language. To successfully complete our English for Academic Purposes Course, you must be vivacious and self driven. To complete our English for Academic Purposes Course, you must have a basic understanding of computers. A minimum age limit of 15 is required to enrol in this English for Academic Purposes Course. Career path English for Academic Purposes: English for Academic Purposes Your career is going to flourish with the support of this level 2 certificate in english for academic purposes course.

Highlights of the Course Course Type: Online Learning Duration: 4 Hours 37 Minutes Tutor Support: Tutor support is included Customer Support: 24/7 customer support is available Quality Training: The course is designed by an industry expert Recognised Credential: Recognised and Valuable Certification Completion Certificate: Free Course Completion Certificate Included Instalment: 3 Installment Plan on checkout What you will learn from this course? Gain comprehensive knowledge about health and fitness Understand the core competencies and principles of health and fitness Explore the various areas of health and fitness Know how to apply the skills you acquired from this course in a real-life context Become a confident and expert health and wellness coach Health and Wellness Coaching Course Master the skills you need to propel your career forward in health and fitness . This course will equip you with the essential knowledge and skillset that will make you a confident health and wellness coach and take your career to the next level. This comprehensive health and wellness course is designed to help you surpass your professional goals. The skills and knowledge that you will gain through studying this health and wellness course will help you get one step closer to your professional aspirations and develop your skills for a rewarding career. This comprehensive course will teach you the theory of effective health and fitness practice and equip you with the essential skills, confidence and competence to assist you in the health and fitness industry. You'll gain a solid understanding of the core competencies required to drive a successful career in health and fitness . This course is designed by industry experts, so you'll gain knowledge and skills based on the latest expertise and best practices. This extensive course is designed for health and wellness coach or for people who are aspiring to specialise in health and fitness . Enrol in this health and wellness course today and take the next step towards your personal and professional goals. Earn industry-recognised credentials to demonstrate your new skills and add extra value to your CV that will help you outshine other candidates. Who is this Course for? This comprehensive health and wellness course is ideal for anyone wishing to boost their career profile or advance their career in this field by gaining a thorough understanding of the subject. Anyone willing to gain extensive knowledge on this health and fitness can also take this course. Whether you are a complete beginner or an aspiring professional, this course will provide you with the necessary skills and professional competence, and open your doors to a wide number of professions within your chosen sector. Entry Requirements This health and wellness course has no academic prerequisites and is open to students from all academic disciplines. You will, however, need a laptop, desktop, tablet, or smartphone, as well as a reliable internet connection. Assessment This health and wellness course assesses learners through multiple-choice questions (MCQs). Upon successful completion of the modules, learners must answer MCQs to complete the assessment procedure. Through the MCQs, it is measured how much a learner could grasp from each section. In the assessment pass mark is 60%. Advance Your Career This health and wellness course will provide you with a fresh opportunity to enter the relevant job market and choose your desired career path. Additionally, you will be able to advance your career, increase your level of competition in your chosen field, and highlight these skills on your resume. Recognised Accreditation This course is accredited by continuing professional development (CPD). CPD UK is globally recognised by employers, professional organisations, and academic institutions, thus a certificate from CPD Certification Service creates value towards your professional goal and achievement. The Quality Licence Scheme is a brand of the Skills and Education Group, a leading national awarding organisation for providing high-quality vocational qualifications across a wide range of industries. What is CPD? Employers, professional organisations, and academic institutions all recognise CPD, therefore a credential from CPD Certification Service adds value to your professional goals and achievements. Benefits of CPD Improve your employment prospects Boost your job satisfaction Promotes career advancement Enhances your CV Provides you with a competitive edge in the job market Demonstrate your dedication Showcases your professional capabilities What is IPHM? The IPHM is an Accreditation Board that provides Training Providers with international and global accreditation. The Practitioners of Holistic Medicine (IPHM) accreditation is a guarantee of quality and skill. Benefits of IPHM It will help you establish a positive reputation in your chosen field You can join a network and community of successful therapists that are dedicated to providing excellent care to their client You can flaunt this accreditation in your CV It is a worldwide recognised accreditation What is Quality Licence Scheme? This course is endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. The Quality Licence Scheme is a brand of the Skills and Education Group, a leading national awarding organisation for providing high-quality vocational qualifications across a wide range of industries. Benefits of Quality License Scheme Certificate is valuable Provides a competitive edge in your career It will make your CV stand out Course Curriculum Introduction Introduction 00:02:00 The Roles & Responsibilities Of A Health & Wellness Coach 00:02:00 What does it mean to be healthy? 00:04:00 Diet Fundamentals Diet Intro 00:01:00 How Your Diet Affects Your Health 00:03:00 How The Wrong Diet Hurts Your Health 00:03:00 How To Eat For Longevity 00:01:00 Calories Explained 00:03:00 Bodyweight & Health 00:05:00 Calories & Bodyweight In A Healthy Diet 00:01:00 Twinkie Diet 00:01:00 Weight Loss & Health 00:02:00 Determining Your Daily Calorie Intake 00:03:00 Healthy Weight Ranges 00:01:00 The Right Food Choices For A Longer Life 00:02:00 Quality Protein Choices 00:01:00 Quality Carbohydrate Choices 00:01:00 Quality Fat Choices 00:01:00 How Much Of Each (Protein, Carbs, Fat)? 00:04:00 What About The Remaining Calories 00:01:00 Nutrient Requirements That Change As We Age 00:02:00 How Much Water Should You Drink? 00:04:00 Food Groups Explained Vegetables Explained 00:03:00 Grains Explained 00:03:00 Beans & Legumes Explained 00:01:00 Fruits Explained 00:01:00 Berries Explained 00:01:00 Nuts & Seeds Explained 00:02:00 Meat Explained 00:03:00 Fish & Seafood Explained 00:02:00 Different Diets Explained Different Diets Overview 00:01:00 Gluten Free Explained 00:03:00 Paleo Diet Explained 00:03:00 Low Carb Explained 00:03:00 Intermittent Fasting Explained 00:03:00 Vegan Diet Explained 00:05:00 Ketogenic Diet Explained 00:06:00 Diet Coaching Client Assessment Introduction 00:01:00 Client Interview 00:04:00 How To Set SMART Goals 00:06:00 How To Create A Diet Plan For Clients 00:09:00 Calculating BMI 00:03:00 Weight Loss & Muscle Growth Coaching The Science Of Successful Weight Loss 00:05:00 Determining Calorie Needs 00:03:00 Adjusting A Diet For Weight Loss 00:05:00 Breaking Through Fat Loss Plateaus 00:04:00 Adjusting A Diet For Muscle Growth 00:04:00 The Ideal Pre-Workout Meal 00:03:00 Exercise Coaching: Cardio What makes up a complete workout? 00:02:00 Cardio Intro 00:01:00 The Different Types Of Cardio 00:02:00 How To Design A Cardio Workout 00:04:00 How To Monitor Your Heart Rate During A Workout 00:02:00 Cardio vs Weigh Training - Which Is Better For Weight Loss 00:06:00 Exercise Coaching: Resistance Training Weight Training Fundamentals 00:03:00 The Science Behind Muscle Growth 00:03:00 Weight Training vs Bodyweight Training 00:02:00 How To Create Beginner Workout Plan 00:08:00 Progressive Overload 00:02:00 Exercise Coaching: Flexibility Flexibility Introduction 00:01:00 Most Common Stretching Mistakes 00:04:00 Static vs. Dynamic Stretching 00:05:00 Your Daily Stretching Routine 00:02:00 How To Warm Up Correctly 00:02:00 Wellness & Mental Coaching Wellness Coaching Intro 00:01:00 What Are Habits 00:01:00 Why Habits Matter 00:01:00 How To Build Effective Habits 00:04:00 Habit Stacking For Better Results 00:03:00 Choosing The Right Triggers 00:02:00 Writing Down Your Sequence 00:01:00 How The Sedentary Lifestyle Hurts The Brain 00:01:00 Understanding & Reducing Stress 00:06:00 The Right Mental Stimulation 00:03:00 Sleeping For A Longer Life 00:04:00 6 Tips To Falls Asleep Faster 00:03:00 Supplements For Better Sleep 00:02:00 The Best Type Of Exercise For The Brain 00:02:00 Preventing Age Related Memory Loss 00:03:00 Making Memory Age Proof 00:04:00 Supplements To Boost Memory And Focus 00:02:00 Bonus: Coaching Tools Coaching Tools Intro 00:01:00 The Grow Coaching Model 00:05:00 Creating Your Ideal Coaching Persona 00:04:00 How To Learn Active Listening 00:03:00 Asking The Right Questions As A Coach 00:04:00 How To Be More Empathetic 00:02:00 The Ideal Post-Workout Meal 00:01:00 Assessment Assessment - Health and Wellness Coaching 00:10:00 Certificate of Achievement Certificate of Achievement 00:00:00 Get Your Insurance Now Get Your Insurance Now 00:00:00 Feedback Feedback 00:00:00

Highlights of the Course Course Type: Online Learning Duration: 4 Hours 37 Minutes Tutor Support: Tutor support is included Customer Support: 24/7 customer support is available Quality Training: The course is designed by an industry expert Recognised Credential: Recognised and Valuable Certification Completion Certificate: Free Course Completion Certificate Included Instalment: 3 Installment Plan on checkout What you will learn from this course? Gain comprehensive knowledge about health and fitness Understand the core competencies and principles of health and fitness Explore the various areas of health and fitness Know how to apply the skills you acquired from this course in a real-life context Become a confident and expert health and wellness coach Health and Wellness Coaching Course Master the skills you need to propel your career forward in health and fitness . This course will equip you with the essential knowledge and skillset that will make you a confident health and wellness coach and take your career to the next level. This comprehensive health and wellness course is designed to help you surpass your professional goals. The skills and knowledge that you will gain through studying this health and wellness course will help you get one step closer to your professional aspirations and develop your skills for a rewarding career. This comprehensive course will teach you the theory of effective health and fitness practice and equip you with the essential skills, confidence and competence to assist you in the health and fitness industry. You'll gain a solid understanding of the core competencies required to drive a successful career in health and fitness . This course is designed by industry experts, so you'll gain knowledge and skills based on the latest expertise and best practices. This extensive course is designed for health and wellness coach or for people who are aspiring to specialise in health and fitness . Enrol in this health and wellness course today and take the next step towards your personal and professional goals. Earn industry-recognised credentials to demonstrate your new skills and add extra value to your CV that will help you outshine other candidates. Who is this Course for? This comprehensive health and wellness course is ideal for anyone wishing to boost their career profile or advance their career in this field by gaining a thorough understanding of the subject. Anyone willing to gain extensive knowledge on this health and fitness can also take this course. Whether you are a complete beginner or an aspiring professional, this course will provide you with the necessary skills and professional competence, and open your doors to a wide number of professions within your chosen sector. Entry Requirements This health and wellness course has no academic prerequisites and is open to students from all academic disciplines. You will, however, need a laptop, desktop, tablet, or smartphone, as well as a reliable internet connection. Assessment This health and wellness course assesses learners through multiple-choice questions (MCQs). Upon successful completion of the modules, learners must answer MCQs to complete the assessment procedure. Through the MCQs, it is measured how much a learner could grasp from each section. In the assessment pass mark is 60%. Advance Your Career This health and wellness course will provide you with a fresh opportunity to enter the relevant job market and choose your desired career path. Additionally, you will be able to advance your career, increase your level of competition in your chosen field, and highlight these skills on your resume. Recognised Accreditation This course is accredited by continuing professional development (CPD). CPD UK is globally recognised by employers, professional organisations, and academic institutions, thus a certificate from CPD Certification Service creates value towards your professional goal and achievement. The Quality Licence Scheme is a brand of the Skills and Education Group, a leading national awarding organisation for providing high-quality vocational qualifications across a wide range of industries. What is CPD? Employers, professional organisations, and academic institutions all recognise CPD, therefore a credential from CPD Certification Service adds value to your professional goals and achievements. Benefits of CPD Improve your employment prospects Boost your job satisfaction Promotes career advancement Enhances your CV Provides you with a competitive edge in the job market Demonstrate your dedication Showcases your professional capabilities What is IPHM? The IPHM is an Accreditation Board that provides Training Providers with international and global accreditation. The Practitioners of Holistic Medicine (IPHM) accreditation is a guarantee of quality and skill. Benefits of IPHM It will help you establish a positive reputation in your chosen field You can join a network and community of successful therapists that are dedicated to providing excellent care to their client You can flaunt this accreditation in your CV It is a worldwide recognised accreditation What is Quality Licence Scheme? This course is endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. The Quality Licence Scheme is a brand of the Skills and Education Group, a leading national awarding organisation for providing high-quality vocational qualifications across a wide range of industries. Benefits of Quality License Scheme Certificate is valuable Provides a competitive edge in your career It will make your CV stand out Course Curriculum Introduction Introduction 00:02:00 The Roles & Responsibilities Of A Health & Wellness Coach 00:02:00 What does it mean to be healthy? 00:04:00 Diet Fundamentals Diet Intro 00:01:00 How Your Diet Affects Your Health 00:03:00 How The Wrong Diet Hurts Your Health 00:03:00 How To Eat For Longevity 00:01:00 Calories Explained 00:03:00 Bodyweight & Health 00:05:00 Calories & Bodyweight In A Healthy Diet 00:01:00 Twinkie Diet 00:01:00 Weight Loss & Health 00:02:00 Determining Your Daily Calorie Intake 00:03:00 Healthy Weight Ranges 00:01:00 The Right Food Choices For A Longer Life 00:02:00 Quality Protein Choices 00:01:00 Quality Carbohydrate Choices 00:01:00 Quality Fat Choices 00:01:00 How Much Of Each (Protein, Carbs, Fat)? 00:04:00 What About The Remaining Calories 00:01:00 Nutrient Requirements That Change As We Age 00:02:00 How Much Water Should You Drink? 00:04:00 Food Groups Explained Vegetables Explained 00:03:00 Grains Explained 00:03:00 Beans & Legumes Explained 00:01:00 Fruits Explained 00:01:00 Berries Explained 00:01:00 Nuts & Seeds Explained 00:02:00 Meat Explained 00:03:00 Fish & Seafood Explained 00:02:00 Different Diets Explained Different Diets Overview 00:01:00 Gluten Free Explained 00:03:00 Paleo Diet Explained 00:03:00 Low Carb Explained 00:03:00 Intermittent Fasting Explained 00:03:00 Vegan Diet Explained 00:05:00 Ketogenic Diet Explained 00:06:00 Diet Coaching Client Assessment Introduction 00:01:00 Client Interview 00:04:00 How To Set SMART Goals 00:06:00 How To Create A Diet Plan For Clients 00:09:00 Calculating BMI 00:03:00 Weight Loss & Muscle Growth Coaching The Science Of Successful Weight Loss 00:05:00 Determining Calorie Needs 00:03:00 Adjusting A Diet For Weight Loss 00:05:00 Breaking Through Fat Loss Plateaus 00:04:00 Adjusting A Diet For Muscle Growth 00:04:00 The Ideal Pre-Workout Meal 00:03:00 The Ideal Post-Workout Meal 00:01:00 Exercise Coaching: Cardio What makes up a complete workout? 00:02:00 Cardio Intro 00:01:00 The Different Types Of Cardio 00:02:00 How To Design A Cardio Workout 00:04:00 How To Monitor Your Heart Rate During A Workout 00:02:00 Cardio vs Weigh Training - Which Is Better For Weight Loss 00:06:00 Exercise Coaching: Resistance Training Weight Training Fundamentals 00:03:00 The Science Behind Muscle Growth 00:03:00 Weight Training vs Bodyweight Training 00:02:00 How To Create Beginner Workout Plan 00:08:00 Progressive Overload 00:02:00 Exercise Coaching: Flexibility Flexibility Introduction 00:01:00 Most Common Stretching Mistakes 00:04:00 Static vs. Dynamic Stretching 00:05:00 Your Daily Stretching Routine 00:02:00 How To Warm Up Correctly 00:02:00 Wellness & Mental Coaching Wellness Coaching Intro 00:01:00 What Are Habits 00:01:00 Why Habits Matter 00:01:00 How To Build Effective Habits 00:04:00 Habit Stacking For Better Results 00:03:00 Choosing The Right Triggers 00:02:00 Writing Down Your Sequence 00:01:00 How The Sedentary Lifestyle Hurts The Brain 00:01:00 Understanding & Reducing Stress 00:06:00 The Right Mental Stimulation 00:03:00 Sleeping For A Longer Life 00:04:00 6 Tips To Falls Asleep Faster 00:03:00 Supplements For Better Sleep 00:02:00 The Best Type Of Exercise For The Brain 00:02:00 Preventing Age Related Memory Loss 00:03:00 Making Memory Age Proof 00:04:00 Supplements To Boost Memory And Focus 00:02:00 Bonus: Coaching Tools Coaching Tools Intro 00:01:00 The Grow Coaching Model 00:05:00 Creating Your Ideal Coaching Persona 00:04:00 How To Learn Active Listening 00:03:00 Asking The Right Questions As A Coach 00:04:00 How To Be More Empathetic 00:02:00 Assessment Assessment - Health and Wellness Coaching Diploma 00:10:00 Obtain Your Certificate Order Your Certificate of Achievement 00:00:00 Get Your Insurance Now Get Your Insurance Now 00:00:00 Feedback Feedback 00:00:00

Course Objectives By the end of this course, participants will be able to: Differentiate between coaching and mentoring and understand their unique purposes. Apply effective communication and active listening skills in developmental conversations. Use coaching models to guide structured conversations. Build trust and psychological safety in coaching and mentoring relationships. Create actionable development plans and track progress. Understand ethical boundaries and confidentiality. Course Outline Day 1: Foundations of Coaching and Mentoring Session 1: Introduction and Context What is coaching? What is mentoring? Key differences and when to use each Benefits to individuals and organisations Session 2: Core Skills for Effective Coaching and Mentoring Active listening Powerful questioning Giving and receiving feedback Empathy and emotional intelligence Session 3: Building Trust and Creating Psychological Safety Establishing rapport Confidentiality and ethical guidelines Setting boundaries and expectations Session 4: Coaching Models and Frameworks GROW Model (Goal, Reality, Options, Will) OSKAR and CLEAR frameworks Practical application and role play Day 2: Practising and Embedding Coaching and Mentoring Session 5: The Coaching and Mentoring Conversation Structuring conversations Using real-life workplace examples Practice with feedback Session 6: Setting Goals and Development Plans SMART and CLEAR goal setting Creating growth-focused action plans Monitoring progress and accountability Session 7: Mentoring for Career and Leadership Development Mentor roles and responsibilities Supporting long-term growth and resilience Reverse mentoring and cross-generational partnerships Session 8: Embedding a Coaching and Mentoring Culture How to support coaching within your team or organisation Integrating into performance conversations Sustaining development through peer coaching and communities of practice Assessment and Evaluation Participation in discussions and practical activities Feedback on peer coaching/mentoring exercises Optional personal development plan submission Course Materials Provided Participant workbook Coaching and mentoring toolkit (templates, models, guides) Suggested reading and resource list

Course Objectives By the end of this course, participants will be able to: Differentiate between coaching and mentoring and understand their unique purposes. Apply effective communication and active listening skills in developmental conversations. Use coaching models to guide structured conversations. Build trust and psychological safety in coaching and mentoring relationships. Create actionable development plans and track progress. Understand ethical boundaries and confidentiality. Course Outline Day 1: Foundations of Coaching and Mentoring Session 1: Introduction and Context What is coaching? What is mentoring? Key differences and when to use each Benefits to individuals and organisations Session 2: Core Skills for Effective Coaching and Mentoring Active listening Powerful questioning Giving and receiving feedback Empathy and emotional intelligence Session 3: Building Trust and Creating Psychological Safety Establishing rapport Confidentiality and ethical guidelines Setting boundaries and expectations Session 4: Coaching Models and Frameworks GROW Model (Goal, Reality, Options, Will) OSKAR and CLEAR frameworks Practical application and role play Day 2: Practising and Embedding Coaching and Mentoring Session 5: The Coaching and Mentoring Conversation Structuring conversations Using real-life workplace examples Practice with feedback Session 6: Setting Goals and Development Plans SMART and CLEAR goal setting Creating growth-focused action plans Monitoring progress and accountability Session 7: Mentoring for Career and Leadership Development Mentor roles and responsibilities Supporting long-term growth and resilience Reverse mentoring and cross-generational partnerships Session 8: Embedding a Coaching and Mentoring Culture How to support coaching within your team or organisation Integrating into performance conversations Sustaining development through peer coaching and communities of practice Assessment and Evaluation Participation in discussions and practical activities Feedback on peer coaching/mentoring exercises Optional personal development plan submission Course Materials Provided Participant workbook Coaching and mentoring toolkit (templates, models, guides) Suggested reading and resource list

Course Objectives By the end of this course, participants will be able to: Differentiate between coaching and mentoring and understand their unique purposes. Apply effective communication and active listening skills in developmental conversations. Use coaching models to guide structured conversations. Build trust and psychological safety in coaching and mentoring relationships. Create actionable development plans and track progress. Understand ethical boundaries and confidentiality. Course Outline Day 1: Foundations of Coaching and Mentoring Session 1: Introduction and Context What is coaching? What is mentoring? Key differences and when to use each Benefits to individuals and organisations Session 2: Core Skills for Effective Coaching and Mentoring Active listening Powerful questioning Giving and receiving feedback Empathy and emotional intelligence Session 3: Building Trust and Creating Psychological Safety Establishing rapport Confidentiality and ethical guidelines Setting boundaries and expectations Session 4: Coaching Models and Frameworks GROW Model (Goal, Reality, Options, Will) OSKAR and CLEAR frameworks Practical application and role play Day 2: Practising and Embedding Coaching and Mentoring Session 5: The Coaching and Mentoring Conversation Structuring conversations Using real-life workplace examples Practice with feedback Session 6: Setting Goals and Development Plans SMART and CLEAR goal setting Creating growth-focused action plans Monitoring progress and accountability Session 7: Mentoring for Career and Leadership Development Mentor roles and responsibilities Supporting long-term growth and resilience Reverse mentoring and cross-generational partnerships Session 8: Embedding a Coaching and Mentoring Culture How to support coaching within your team or organisation Integrating into performance conversations Sustaining development through peer coaching and communities of practice Assessment and Evaluation Participation in discussions and practical activities Feedback on peer coaching/mentoring exercises Optional personal development plan submission Course Materials Provided Participant workbook Coaching and mentoring toolkit (templates, models, guides) Suggested reading and resource list

Any team member with Customer interaction (including internal) are the 'Ambassadors' of the company/organisation. If they project positive professionalism - they win others' confidence. If they appear or sound like they are in any way indifferent or unprofessional - they will cost sales and lose clients/customers. With this 2 day Training course, that will be tailored to your company/organisation, each person attending will upgrade their professional standards in people skills, telephone manner and email etiquette. No training in this area may well be a false economy as there is a much greater risk of disenfranchised customers and team members - and probably increases your competitors to win business at your expense. Professional customer care is all too frequently regarded as a token issue in most induction sessions for employees. Surprisingly it is very rarely considered as a key priority, despite being essential for ensuring customer commitment is secure and supplier/partnerships are robust. Excellent customer care is paramount in our ever increasingly competitive market and making customers feel valued and looked after is often a differentiator. This 2-day course will help you understand your customers and the vital importance of customer care in any organisation. You will gain the tools and techniques to apply your learning directly back into the workplace and deliver excellent customer care. Course Syllabus The syllabus of the Professional Customer Care course is comprised of four modules, covering the following: Module One What is Excellent Customer Care? Internal versus external customers Why customer care is important Meeting customer expectations Module Two Making a Personal Difference How do you measure customer care? Making a difference Taking ownership Positive mental attitude Displaying professionalism both face-to-face and over the telephone Using positive language Module Three Gathering Information and Offering Solutions Asking the right questions Active listening skills Summarising and clarifying skills Module Four Dealing with Difficult Situations How to give a 'service' no Demonstrating empathy Assertiveness techniques Handling a complaint Problem solving Saying 'sorry' Making realistic promises and keeping them Real Play Scenarios with a Professional Actor (Optional Extra) This programme benefits significantly from our innovative training feature: Real Play. Using a professional actor who performs role plays as different customer characters in carefully devised situations, the delegates have the opportunity to 'pause' the role play to coach and control their character to improve their skill sets and practice the theory delivered. These scenarios can deal with difficult situations and enacting options to ensure good customer relations are intact. The outcome of the scenario is the responsibility of the delegates, not the trainer and actor. The actor will remain in character throughout the de-brief in order to bring to life the impact and possible next steps. Objectives By the end of the course participants will be able to Adopt a professional telephone manner Communicate assertively by taking control and directing the conversation Deliver information positively by offering options and alternatives Develop a range of versatile behaviours to use when dealing with difficult situations by: Listening actively Using empathy Gathering relevant information through effective questioning Finding solutions to concerns/problems quickly and efficiently Speaking positively and assertively What Is The Benefit? For individuals this course will increase confidence and ability to deal with customers in all situations, which will in turn create customer loyalty and raise their profile. For an employer, ensuring that all customer facing employees are demonstrating excellent customer care instils confidence in the customers and promotes a positive image of the company. In-House Courses Every single team member or employee that has a role which involves engaging with a customer, client and/or a key partner/supplier has a responsibility for projecting a positive image of the organisation which they represent. That may sound obvious, but how many hundreds of experiences have you had as a customer where you were treated with indifference and a distinct lack of professionalism by the receptionist, the retail assistant, the tele-agent, the delivery person, the credit controller or the departmental manager of the operation that you were dealing with? Far too many to count? This is because professional customer care is regarded as a token issue in most induction sessions for employees - and it is very rarely considered as a key priority to ensure customer commitment is secure and supplier/partnerships are robust. Yet the hugely expensive churn in customer/client commitments and staff is enormously expensive and immensely disruptive to any organisation. The Importance of Customers and Clients Every client/customer engaging person needs to recognise that it is ultimately the client or customer that pays their wages. If they gain a basic understanding of the clients' motivations and behaviours, coupled with some core skills in how to care for them, they will attain the status of 'professional'. This will very quickly translate into increased revenues, retained loyalty, high commitment and far greater security for all parties. The foundation has to be based on the authentic commitment to both the customer and also to the organisation they work for. Disenfranchisement readily curdles into sloppy behaviours cloaked in unprofessional attitudes and demeanours; plenty there to repel the most loyal of customers. If your company or organisation relies on repeat business and retaining the confidence and commitment of your clients, then all of your team members - perhaps including managers who set the example and have the biggest influence on the where the needle points to in relation to professionalism - need to be trained on the core basics of professional customer care. Customer Care Programmes from Dickson Training Ltd We are delighted to boast about the many successes we have had in providing effective and long lasting improvements for many clients, where awards have been won and, more importantly, talent has been retained because their clients and customers keep on coming back. Professional customer care extends to suppliers and partners that you value and need to get the best service and rates from, as well as any 'internal clients' such as other departments where you need to rely on their support and collaboration in order to achieve your goals. It is amazing what effective professional customer care training can do for any organisation. Without it your organisation may be vulnerable, with it you are much more likely to see increased performances and much greater security and growth. Scheduled Courses Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.

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