178 Character courses in Liverpool

Managing a Virtual Team Skills 1 Day Training in Liverpool

Essential Management Skills 1 Day Workshop in Liverpool

Suitable for complete beginners Age 15 plus Join Lynne from Pots of Magic to create your own ceramic Greenman plaque . During this 3 hour workshop you will be guided through each section using basic hand building and sculpting techniques . During the first 90 minutes you will sculpt and form the face ,with the opportunity to create your own unique character . There will then be a teabreak before you add the foliage to your Greenman Foliage will be provided however if you wish to personalise your plaque using leaves from your own garden please do not hesitate to do so . (Please note leaves are rolled into the clay to leave an imprint then cut out .therefore leaves with veins give best results ) Once finished your clay creation will dry out slowly for 2 weeks before under going its first kiln firing . Once bisque fired it will then be professionally glazed by Lynne and enter the kiln again for its final firing . Your final piece will be ready for collection 4 to 5 weeks later from Ainsdale . All materials Tuition Glazing And both firings are included in the price. £60 pp Complete beginners are welcome and no experience is required We look forward to a fun creative morning!

Anger Management 1 Day Training in Liverpool

Time Management 1 Day Training in Liverpool

Report Writing 1 Day Training in Liverpool

Event Planning 1 Day Training in Liverpool

Emotional Intelligence 1 Day Training in Liverpool

Conflict Management 1 Day Training in Liverpool

Wouldn't sales be a 'walk in the park' without challenging customers? Why is it that some customers are so difficult to please, so quick to call 'foul' at the slightest blip and so mean with their gratitude after we've bent over backwards to accommodate them? Whether we are looking at prospective or existing customers, there is a toolkit for dealing with the most challenging of them. This course will help participants: Use broad open questions to give the customer a platform for their opinions or issues Improve listening skills to really understand what's behind the customer's challenging style Probe specific phrases to show listening and earn deeper disclosure Use silence to let challenging customers 'blow off steam' Understand the negative impact of certain phrases on a challenging customer Summarise effectively and reassure the customer of our understanding of their needs Recognise the 'behaviour cycle' and avoid emotional escalation Understand 'transactional analysis' and how to bring people from 'child' to 'adult' state Create loyalty in customers who are slow to give trust 1 What makes a customer 'challenging'? Why customers challenge us - understanding their drivers 'Wearing their shoes' - seeing things from their perspective Understanding our own personality style How to flex with a style that is different from our own Ways to quickly recognise a customer's style The benefits of flexing with a challenging customer's style 2 Practical exercise - forum theatre Participants take it in turns to deal with the trainer (who plays the role of the challenging customer) Observers stop the action when they hear or see something they deem wrong The participant in the seat gets a chance to use a suggested alternative line The participant who makes the suggestion has the chance to occupy the seat and deliver it themselves Frequent feedback from the trainer as to how the participant's words are making him feel Opportunities to rewind the action if an ill-advised line is suggested and delivered Flipchart for capturing what worked, what didn't work and why Mehrabian principle - the importance of body language and tone over words used 3 Questioning and listening skills How to use open questions to get the customer talking What questions to avoid and why The use of pauses and silence to reduce tension and build trust What listening is and what it isn't Question funnelling - how to earn deeper disclosure through probing The power of summary 4 Transactional analysis explained What is transactional analysis (TA)? Exploring the TA states and why people behave in that way under pressure How to bring challenging customers to 'adult' state to reduce tension How 'parent' or 'child' behaviours can be inadvertently triggered Understanding the 'behavioural cycle' and how to break it Mini-role play 'vignettes' to demonstrate real time impact of ill-chosen words 5 How to build trust with challenging customers Techniques for placating current challenging customers Methods that the participants have already used effectively - understanding why those methods worked and how other participants can model them Participants' experiences of trust having been lost - understanding why those experiences had that negative outcome How to 'go the extra mile' with challenging customers 6 Bringing a 'real' challenging customer to life Participants give the trainer a brief profile of a specific challenging customer of theirs 5-10 minute roleplay in which the trainer brings that individual to life Observing participants - without interrupting - make notes on what is and isn't working Trainer stops the action half-way through to give feedback on how he is feeling Participant goes back into the roleplay having recalibrated their approach based on feedback Observers give feedback on what did and didn't work Trainer comes out of character to explain the impact of the participant's words and behaviours 7 Wrap-up Key learnings from each participant Individual action planning - steps that can and will be implemented in the workplace