1141 Care courses in Lancaster delivered Live Online

How can we interrupt the isolation of disabled, challenging and other ‘different’ children and adults? This is our lead workshop/training day and is both a values primer and a practical guide to successful strategies for developing inclusive practice in educational and non educational settings for children and young people of all ages. This is practical plus being a ‘hearts and minds’ day. What does inclusion mean? Can we imagine what an inclusive school look like? What do we have to do? The day gives those present opportunities to reflect on their attitudes and practice in relation to the inclusion of children and adults who are different or challenging. The Keys can be presented as a powerful interactive Keynote for large conferences. A great way to launch a conference as the first key is ‘welcome’. Learning Objectives Increased confidence regarding developing inclusive practice in mainstream schools and other settings Access to a wider range of practical strategies to impact on behaviour problems Deeper understanding of core values surrounding inclusion of disabled and challenging children and adults Opportunity to reflect on professional attitudes and behaviour towards parents and pupils New skills and processes to make inclusion successful Course Content The course answers the questions : Why inclusion? What is inclusion? How do we go about including high profile children or young people? What does inclusion have to do with me? Best delivered over the course of a full day, ‘Keys to Inclusion’ introduces participants to 6 guiding Ideas that underpin inclusive practice. The importance of WELCOME Inclusion is about Adults’ learning Taking the Long View Giftedness as a new paradigm for understanding disability and difference The Intentional Building of Relationships – ‘Circle of Friends’ work as an example of this Not doing it alone – the importance of Teams in developing inclusive practice.

To facilitate a group, family, team or organisation in thinking together around a given challenge or issue here is an opportunity to experience for real the person centred, futures planning tool – MAP (Pearpoint, Forest et. al. 1989). This is a process not a training day. Let us facilitate your planning and refocus your story whilst strengthening you and your group. This tool uses both process and graphic facilitation to help any group develop a shared vision and then to make a start on working out what they will need to do together to move towards that vision. MAPS are great for threshold moments. Is your team stuck? Want to move on, haunted by the past cannot get any useful dialogue about the future? Facing a challenging transition into a new school or setting? Leaving school? Bored with annual reviews, transition plans and review meetings? Want to find a way of making meetings and planning feel more real and engaging? Need an approach, which engages a young person respectfully together with his or her family and friends? Want the ultimate visual record of the process of a meeting, which will help everyone, keep track? Want to problem solve and plan for the future of a small or large group, service or organisation up to the size of an LEA Learning Objectives To create a shared vision To talk through the story so far and reflect upon it To name the worse nightmares that will block progress To strengthen the group by focussing on gifts and capacity To detail needs To specify an Action Plan To create a visual graphic record of the whole event Course Content The MAP process has 6 Steps: The story so far. The group is required to think back over the years to describe their collective experience of changes and events over time within their settings. Stories and events are recorded on the graphic. Building Shared Dreams. The group thinks together about what they would love to see happening for children, families and practitioners in their settings if they could have it all. If there were no constraints on time, money, resources, people or anything else what do they see happening in their imaginations? The various ideas that the group comes up with are then recorded in key words, images and colours on the MAP graphic. The purpose of this Step is to give the group a sense of direction, their North Star, an image of the place they want to work towards. Nightmare. In this Step, the group imagines the worst scenarios. What is the opposite of their dreams? How bad could it get? This is a shorter but powerful process that can give some groups more energy than dreaming together. Gifts and Capacity. In this Step the group is asked to take explicit stock of their capacities and what they already have going for them as they begin working towards the vision. This is a strong reminder for any group of the wealth of knowledge and experience that is already and always in the room. Needs. In this Step the group is invited to begin to name some of the needs they will have if they are to move forward to wards the dream and away from the nightmare. Actions. This is the final Step in the MAP and calls for individuals within the group to name a range of very specific actions (however small) that they will take within a definite time scale. This is not a time for declaring good intentions or suggesting good ideas for someone else to do. The purpose of this Step is to end the MAP process with a range of clearly understood actions that carry this planning process forward into the real world.

Circles of adults is a process that ‘listens deeper’ to generate reflective problem solving that can create lasting behaviour change and effective behaviour intervention plans. This is a particularly valuable process for those looking to enhance their leadership and facilitation skills or to build such processes into their school or team approach to complex pupils. ‘The question is not should they be here anymore. Now it’s how can we figure out how best to include them?’ In this practical workshop session we will explore ways of problem solving around complex situations. The session will be practical and will aim to allow the sharing of experiences and good practice as well promoting innovative approaches to problem solving around systemic, organisational as well as individual inclusion issues. Behaviour problems, relationship challenges and personnel dilemmas can all be worked on with these team oriented problem solving processes. We will introduce participants to a powerful and effective approach. The ‘Circles of Adults’ approach addresses the need for a problem solving process that is able to take an in-depth look at meeting the emotional needs that commonly underlie challenging behaviour in schools. The approach is co-facilitated and is designed to enable the participation of teacher teams to reach a deeper understanding of a young person and to evolve a set of hypotheses and emerging strategies that better accommodate to unmet emotional and learning needs. The approach takes at least 90 minutes and is intended for use with the most challenging young people, those at high risk of being permanently excluded from the regular school system. Learning Objectives Increased confidence regarding problem solving around inclusion in mainstream settings Access to a wider range of practical strategies and techniques to impact on communication, realtionship, learning and behaviour issues Learn new problem solving processes Course Content The course answers the questions : How to set up and run a Circle of Adults process How can we work out how to include this child best? How can we understand what lies beneath their behaviour? Is there a more structured way to run this meeting? Can we explore the emotional impact the person is having on us and still agree strategies? How can I get unstuck from this problem?

Duration 2 Days 12 CPD hours This course is intended for Operations managers, account representatives, customer service staff, help desk and technical support, and anyone working directly with customer will benefit from this course. Overview Define customer service in relation to both internal and external customers Recognize how your attitude affects customer service Identify your customer\'s needs Generate repeat business with outstanding customer service Build goodwill through in-person customer service Provide outstanding customer service over the phone Connect with customers through online tools Deal effectively with difficult situations This course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service. Private classes on this topic are available. We can address your organization?s issues, time constraints, and save you money, too. Contact us to find out how. 1. Customer Service - A Baseline Recognizing Your Customers Understanding Your Role in Customer Service 2. Developing A Customer Service Mind-Set Leveraging Your First Impression Feeling Positively About Customers Mastering Moods and Emotions 3. Identifying Customer Needs Understanding the Customer\'s Situation Avoiding Assumption and Prejudgment Meeting Basic Needs Seeking to Exceeding Expectations Building Repeat Relationships 4. Connecting with the Customer Achieving Authenticity through Body Language Responding Effectively to Problems Mastering Online Etiquette Seeking Customer Feedback 5. Dealing with Difficult Situations Effectively Addressing Complaints De-escalating Anger Establishing Common Ground Remaining Calm, Respectful and Objective 6. Effectively Addressing Complaints Creating a Memorable Customer Experience Additional course details: Nexus Humans Providing Outstanding Customer Service training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Providing Outstanding Customer Service course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

This half day online course will assist candidates in preparing for the forthcoming initial Casework Assistant exam.

Access to Nursing and Healthcare Professions. Regulated by QAA. Widely accepted by UK universities.

Access to Medicine. Regulated by QAA. Widely accepted by UK universities.

This is a multidisciplinary interactive workshop providing staff with essential skills and techniques to deliver a professional service.

A comprehensive 2 day course for Nurses and Allied Health Professionals working in cardiology. This courses will be especially useful to those new to this speciality but will also be of use as an updater for more experienced professionals.

The ECG Workshop addresses the needs of nurses, doctors and allied health professionals who encounter ECG monitoring and traces. Theoretical and practical workshops in ECG Interpretation are delivered by experienced cardiac professionals.