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Uplift Your Career & Skill Up to Your Dream Job - Learning Simplified From Home! Kickstart your career & boost your employability by helping you discover your skills, talents, and interests with our special Advanced Certificate in Psychology Course. You'll create a pathway to your ideal job as this course is designed to uplift your career in the relevant industry. It provides the professional training that employers are looking for in today's workplaces. The Advanced Certificate in Psychology Course is one of the most prestigious training offered at Skillwise and is highly valued by employers for good reason. This Advanced Certificate in Psychology Course has been designed by industry experts to provide our learners with the best learning experience possible to increase their understanding of their chosen field. This Advanced Certificate in Psychology Course, like every one of Skillwise's courses, is meticulously developed and well-researched. Every one of the topics is divided into elementary modules, allowing our students to grasp each lesson quickly. At Skillwise, we don't just offer courses; we also provide a valuable teaching process. When you buy a course from Skillwise, you get unlimited Lifetime access with 24/7 dedicated tutor support. Why buy this Advanced Certificate in Psychology? Unlimited access to the course forever Digital Certificate, Transcript, and student ID are all included in the price Absolutely no hidden fees Directly receive CPD-accredited qualifications after course completion Receive one-to-one assistance every weekday from professionals Immediately receive the PDF certificate after passing Receive the original copies of your certificate and transcript on the next working day Easily learn the skills and knowledge from the comfort of your home Certification After studying the course materials of the Advanced Certificate in Psychology there will be a written assignment test which you can take either during or at the end of the course. After successfully passing the test you will be able to claim the pdf certificate for free. Original Hard Copy certificates need to be ordered at an additional cost of £8. Who is this course for? This Advanced Certificate in Psychology course is ideal for Students Recent graduates Job Seekers Anyone interested in this topic People already working in the relevant fields and want to polish their knowledge and skills. Prerequisites This Advanced Certificate in Psychology does not require you to have any prior qualifications or experience. You can just enroll and start learning. This Advanced Certificate in Psychology was made by professionals and it is compatible with all PCs, Macs, tablets, and smartphones. You will be able to access the course from anywhere at any time as long as you have a good enough internet connection. Career path As this course comes with multiple courses included as a bonus, you will be able to pursue multiple occupations. This Advanced Certificate in Psychology is a great way for you to gain multiple skills from the comfort of your home. Perspectives in Psychology Promo Video 00:01:00 What is Psychology 00:10:00 The Biological Approach 00:10:00 Behaviourist and Cognitive Approaches 00:10:00 Person-Centred Approaches 00:08:00 Research Methods in Psychology 00:12:00 Debates in Psychology 00:13:00 Social Psychology Social Influence: Compliance, Obedience and Conformity 00:10:00 Social Cognition 00:09:00 Applied Social Psychology 00:10:00 Cognitive Psychology and Its Applications Perception 00:10:00 Attention 00:07:00 Remembering (Memory) 00:10:00 Forgetting (Memory) 00:07:00 Language 00:10:00 Thinking (Cognition) 00:07:00 Attitudes 00:10:00 Problem-Solving and Artificial Intelligence 00:09:00 Child Development Issues in Child Development 00:05:00 Cognitive Development 00:07:00 The Development of Language and Communication 00:06:00 Social Perception (Interpersonal Perception) 00:06:00 Moral Development 00:09:00 The Psychology of Atypical (Abnormal) Behaviour The definition and Diagnosis of Atypical (Abnormal) Behaviour 00:07:00 Treatments of atypical (abnormal) behaviour 00:07:00 Emotional disorders 00:05:00 Research Methods Research Methods 00:06:00 Research Issues 00:06:00 Data Analysis 00:07:00 Thank You and Good Bye! 00:02:00 Resource Materials Resource Materials : Advanced Diploma in Psychology Level 4 Assignment Assignment - Advanced Certificate in Psychology Level 4 01:26:00 Recommended Materials Workbook - Advanced Certificate in Psychology 02:07:00 Order Your Certificate Order Your Certificate QLS

Counselling helps couples and families understand one another, take time out of their hectic lives and focus on themselves. Learn how to create a better functioning home environment with your excellent counselling skills gained from this Couple and Family Counselling Training course.  The Couple and Family Counselling Training course will provide you with a clear concept of couples and family counselling. In addition, It will enhance your ability to strengthen family relationships. Our in-depth training will teach you how to treat mental disorders and relationship issues. You'll learn to counsel trauma and substance abuse, personality disorders, and stress and anxiety disorders. On top of that, the training will enrich your knowledge of promoting empathy within a family and helping couples regain trust. Enrol today! Learning Objectives Gain deep insights into couple and family counselling Be able to improve and strengthen relationships Learn how to treat various mental health disorders Discover the ethical issues in counselling Know how to prevent self-harm and suicide Take measures to avoid family conflicts Who is this Course for? This Couple and Family Counselling Training course is ideal for aspiring professionals who wish to gain the relevant skills and knowledge to fast track their careers. It is for those who have little or no knowledge of couple and family counselling or those who are new to the field and want to test their skills and knowledge. There are no entry requirements for this course. However, an eye for detail and a creative mind is essential. Entry Requirement This course is available to all learners of all academic backgrounds. A good understanding of the English language, numeracy, and ICT are required to attend this course. CPD Certificate from Course Gate  At the successful completion of the course, you can obtain your CPD certificate from us. You can order the PDF certificate for £4.99 and the hard copy for £9.99. Also, you can order both PDF and hardcopy certificates for £12.99. Career Path Upon successfully completing the Couple and Family Counselling Training course, learners can progress to a more advanced program from our course list. Career opportunities in this field include freelancing or working in-house, within a range of professional settings, with the opportunity to earn a high salary. Related professions in this industry include: Counsellor Family Counselor Marriage and Family Therapist Mental Health Counselor Depression Counselor Course Curriculum Module 01 : Counselling and Counsellors Counselling and Counsellors 00:13:00 Module 02 : Theories and Models of Counselling (Part 1) Theories and Models of Counselling (Part 1) 00:16:00 Module 03 : Theories and Models of Counselling (Part 2) Theories and Models of Counselling (Part 2) 00:18:00 Module 04 : Legal, Cultural and Ethical Issues in Professional Counselling Legal, Cultural and Ethical Issues in Professional Counselling 00:16:00 Module 05 : Forms of Psychotherapy Forms of Psychotherapy 00:21:00 Module 06 : Couple and Family Counselling Couple and Family Counselling 00:28:00 Module 07 : Counselling Trauma and Substance Abuse Counselling Trauma and Substance Abuse 00:16:00 Module 08 : Counselling Stress and Anxiety Disorders Counselling Stress and Anxiety Disorders 00:30:00 Module 09 : Counselling Personality Disorders Counselling Personality Disorders 00:50:00 Module 10 : Counselling Mood Disorders and Depression Counselling Mood Disorders and Depression 00:22:00 Module 11 : Counselling Eating & Sleeping Disorders Counselling Eating & Sleeping Disorders 00:45:00 Module 12 : Counselling Self-Harm and Suicide Counselling Self-Harm and Suicide 00:17:00 Module 13 : Communication Skills and Empathy in Counselling Communication Skills and Empathy in Counselling 00:19:00 Certificate and Transcript Order Your Certificates or Transcripts 00:00:00

In this competitive job market, you need to have some specific skills and knowledge to start your career and establish your position. This Office Administrator will help you understand the current demands, trends and skills in the sector. The course will provide you with the essential skills you need to boost your career growth in no time. The Office Administrator will give you clear insight and understanding about your roles and responsibilities, job perspective and future opportunities in this field. You will be familiarised with various actionable techniques, career mindset, regulations and how to work efficiently. This course is designed to provide an introduction to Office Administrator and offers an excellent way to gain the vital skills and confidence to work toward a successful career. It also provides access to proven educational knowledge about the subject and will support those wanting to attain personal goals in this area. Learning Objectives Learn the fundamental skills you require to be an expert Explore different techniques used by professionals Find out the relevant job skills & knowledge to excel in this profession Get a clear understanding of the job market and current demand Update your skills and fill any knowledge gap to compete in the relevant industry CPD accreditation for proof of acquired skills and knowledge Who is this Course for? Whether you are a beginner or an existing practitioner, our CPD accredited Office Administrator is perfect for you to gain extensive knowledge about different aspects of the relevant industry to hone your skill further. It is also great for working professionals who have acquired practical experience but require theoretical knowledge with a credential to support their skill, as we offer CPD accredited certification to boost up your resume and promotion prospects. Entry Requirement Anyone interested in learning more about this subject should take this Office Administrator. This course will help you grasp the basic concepts as well as develop a thorough understanding of the subject. The course is open to students from any academic background, as there is no prerequisites to enrol on this course. The course materials are accessible from an internet enabled device at anytime of the day. CPD Certificate from Course Gate At the successful completion of the course, you can obtain your CPD certificate from us. You can order the PDF certificate for £9 and the hard copy for £15. Also, you can order both PDF and hardcopy certificates for £22. Career path The Office Administrator will help you to enhance your knowledge and skill in this sector. After accomplishing this course, you will enrich and improve yourself and brighten up your career in the relevant job market. Course Curriculum Module 01: Introduction to Office Administration Introduction to Office Administration 00:16:00 Module 02: Skills of an Effective Administrator Skills of an Effective Administrator 00:16:00 Module 03: What are Soft Skills? What are Soft Skills 00:10:00 Module 04: Communication Communication 00:08:00 Module 05: Teamwork Teamwork 00:07:00 Module 06: Problem-Solving Problem-Solving 00:08:00 Module 07: Time Management Time Management 00:08:00 Module 08: Attitude and Work Ethic Attitude and Work Ethic 00:08:00 Module 09: Adaptability/Flexibility Adaptability/Flexibility 00:08:00 Module 10: Self-Confidence (Owning It) Self-Confidence (Owning It) 00:09:00 Module 11: Ability to Learn from Ability to Learn from 00:08:00 Module 12: Networking Networking 00:08:00 Module 13: Negotiation Techniques Negotiation Techniques 00:17:00 Module 14: Conflict Management Conflict Management 00:15:00 Module 15: Stress Management Stress Management 00:17:00 Certificate and Transcript Order Your Certificates or Transcripts 00:00:00

In this competitive job market, you need to have some specific skills and knowledge to start your career and establish your position. This Customer Service Advisor Training will help you understand the current demands, trends and skills in the sector. The course will provide you with the essential skills you need to boost your career growth in no time. The Customer Service Advisor Training will give you clear insight and understanding about your roles and responsibilities, job perspective and future opportunities in this field. You will be familiarised with various actionable techniques, career mindset, regulations and how to work efficiently. This course is designed to provide an introduction to Customer Service Advisor Training and offers an excellent way to gain the vital skills and confidence to work toward a successful career. It also provides access to proven educational knowledge about the subject and will support those wanting to attain personal goals in this area. Learning Objectives Learn the fundamental skills you require to be an expert Explore different techniques used by professionals Find out the relevant job skills & knowledge to excel in this profession Get a clear understanding of the job market and current demand Update your skills and fill any knowledge gap to compete in the relevant industry CPD accreditation for proof of acquired skills and knowledge Who is this Course for? Whether you are a beginner or an existing practitioner, our CPD accredited Customer Service Advisor Training is perfect for you to gain extensive knowledge about different aspects of the relevant industry to hone your skill further. It is also great for working professionals who have acquired practical experience but require theoretical knowledge with a credential to support their skill, as we offer CPD accredited certification to boost up your resume and promotion prospects. Entry Requirement Anyone interested in learning more about this subject should take this Customer Service Advisor Training. This course will help you grasp the basic concepts as well as develop a thorough understanding of the subject. The course is open to students from any academic background, as there is no prerequisites to enrol on this course. The course materials are accessible from an internet enabled device at anytime of the day. CPD Certificate from Course Gate At the successful completion of the course, you can obtain your CPD certificate from us. You can order the PDF certificate for £9 and the hard copy for £15. Also, you can order both PDF and hardcopy certificates for £22. Career path The Customer Service Advisor Training will help you to enhance your knowledge and skill in this sector. After accomplishing this course, you will enrich and improve yourself and brighten up your career in the relevant job market. Course Curriculum Module 01: Introduction to Customer Relationship Management (CRM) Introduction to Customer Relationship Management (CRM) 00:22:00 Module 02: CRM Fundamentals CRM Fundamentals 00:24:00 Module 03: CRM Strategies CRM Strategies 00:33:00 Module 04: CRM Databases CRM Databases 00:21:00 Module 05: Deepening Customer Relationship Deepening Customer Relationship 00:23:00 Module 06: Handling Customer Complaints Handling Customer Complaints 00:22:00 Module 07: Introduction to Customer Service Introduction to Customer Service 00:23:00 Module 08: What's Different about Good Customer Service? What's Different about Good Customer Service? 00:12:00 Module 09: Customer Service Communication Strategies Customer Service Communication Strategies 00:24:00 Module 10: Building Rapport Over the Phone Building Rapport Over the Phone 00:24:00 Module 11: Active Listening and Managing Tough Callers Active Listening and Managing Tough Callers 00:28:00 Module 12: Problem Solving over the Phone Problem Solving over the Phone 01:04:00 Module 13: Time Management Time Management 00:35:00 Module 14: Record Keeping and Filing Systems Record Keeping and Filing Systems 00:30:00 Certificate and Transcript Order Your Certificates or Transcripts 00:00:00

Diploma in Information Technology is one of our best selling and most popular course. The Diploma in Information Technology is organised into 6 modules and includes everything you need to become successful in this profession. To make this course more accessible for you, we have designed it for both part-time and full-time students. You can study at your own pace or become an expert in just 48 hours! If you require support, our experienced tutors are always available to help you throughout the comprehensive syllabus of this course and answer all your queries through email. Why choose this course Earn an e-certificate upon successful completion. Accessible, informative modules taught by expert instructors Study in your own time, at your own pace, through your computer tablet or mobile device Benefit from instant feedback through mock exams and multiple-choice assessments Get 24/7 help or advice from our email and live chat teams Full Tutor Support on Weekdays Course Design The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace. You are taught through a combination of Video lessons Online study materials Mock exams Multiple-choice assessment Certification After the successful completion of the final assessment, you will receive a CPD-accredited certificate of achievement. The PDF certificate is for £9.99, and it will be sent to you immediately after through e-mail. You can get the hard copy for £15.99, which will reach your doorsteps by post. Course Contents Computer Fundamentals Computer Maintenance Computer Programming Computer Networking Basics IT Communication Internet Security Recommended Reading

Negotiation Skills Diploma Online 'Are you looking to start a career in negotiation or enhance your existing negotiation skills? Then this Negotiation Skills Diplomawill provide you with a solid foundation to become a confident negotiator and help you develop your skills. Negotiation Skills Diploma can be useful throughout one's life. It is about influencing outcomes in a way that maximizes your benefit or value. In sales, negotiation works toward closing the deal in a mutually satisfactory manner. Those who master the art of negotiation can convince the opposite party that they have got the best deal possible. When, in reality, it is the seller or the business that has come out on top. This exclusive Negotiation Skills Diploma course is designed to assist candidates in taking the most important step in their lifelong career journey. Taking on a leadership role for the first time can be both exciting and intimidating. Taking charge of a team or business of any size essentially takes on much more responsibility and accountability. This Negotiation Skills DiplomaCourse will help candidates deal with the different challenges of entry-level leadership roles in an organization. Candidates who complete the course will have the skills, knowledge, and confidence to take on a leadership role for the first time. Courses are included in this Negotiation Skills Diploma Bundle Course: Course 01: Negotiation Course 02: Creating a Business Start-Up Course 03: Level 2 Certificate in Business Management Course 04: Level 2 Diploma in Business Administration [ Note: Free PDF certificate as soon as completing the Negotiation Skills Diploma course] Negotiation Skills Diploma Industry Experts Designed this Negotiation Skills Diploma Course into 12 detailed modules. Detailed course curriculum of this Negotiation Skills Diploma Course: Module 01: An Overview of Negotiation Module 02: How to Prepare For Negotiations Module 03: The Process of Negotiation Module 04: Ways of Developing Persuasion & Influencing Skills Module 05: Ways of Developing Communication Skills Module 06: How to Develop Active Listening Skills Module 07: Comprehending Body Language Module 08: Assertiveness and Self Confidence Module 09: Managing Anger Module 10: Managing Stress Module 11: Negotiation Tactics to Closing a Better Deal Module 12: Ways of Overcoming Sales Objections Assessment Method of Negotiation Skills Diploma After completing each module of the Negotiation Skills Diploma Course, you will find automated MCQ quizzes. To unlock the next module, you need to complete the quiz task and get at least 60% marks. Certification of Negotiation Skills Diploma After completing the MCQ/Assignment assessment for this Negotiation Skills Diploma course, you will be entitled to a Certificate of Completion from Training Tale. The certificate is in PDF format, which is completely free to download. A printed version is also available upon request. It will also be sent to you through a courier for £13.99. Who is this course for? Negotiation Skills Diploma This Negotiation Skills Diploma course is suitable for candidates committed to their ongoing professional development. This Course could prove instrumental in taking that important step into a leadership position for the first time. Existing managers and business owners could also find the teachings of this course invaluable. Requirements Negotiation Skills Diploma Students who intend to enrol in this Negotiation Skills Diploma Course must meet the following requirements: Negotiation Skills: Good command of the English language Negotiation Skills: Must be vivacious and self-driven. Negotiation Skills: Basic computer knowledge Negotiation Skills: A minimum of 16 years of age is required. Career path Negotiation Skills Diploma This Negotiation Skills qualification could hold the key to the leadership career of your dreams. Typical job titles in management and leadership include: Team Leader Manager Controller Certificates Certificate of completion Digital certificate - Included

[vc_row][vc_column][vc_column_text] Description: Negative thinking aims your attitude into the incorrect direction and frequently raises an individual's chance of going off when anger builds up. Individuals who refuse to see the positive in life are generally shallow. If you think that you're hopeless, you'll always have issues added to your everyday life. Unless you live in a cotton-wool lined cocoon for every moment of every day, it is almost impossible to avoid the kind of accidents that inevitably cause pain and discomfort. Therefore, it's important to learn anger and pain management. Learning how to manage anger and pain will help you avoid worse feeling such as depression. It is important to know how to handle such conditions to maintain healthy and happy life. Negative feelings of anger or pain could affect your performance and can paralyze your life. Helping someone who suffers from this is very important as well to make them feel that life does not end just because you can't control negative emotions. This would encourage them in overcoming this unfortunate circumstance. In this course, you will learn how to control both. You will learn the necessary skills, information and knowledge of Anger and Pain Management.  Who is the course for? Professionals or doctors who help their clients resolved anger management issues People who need anger management for themselves or others Entry Requirement: This course is available to all learners, of all academic backgrounds. Learners should be aged 16 or over to undertake the qualification. Good understanding of English language, numeracy and ICT are required to attend this course. Assessment: At the end of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and immediately so that you will instantly know whether you have been successful. Before sitting for your final exam, you will have the opportunity to test your proficiency with a mock exam. Certification: After you have successfully passed the test, you will be able to obtain an Accredited Certificate of Achievement. You can however also obtain a Course Completion Certificate following the course completion without sitting for the test. Certificates can be obtained either in hard copy at the cost of £39 or in PDF format at the cost of £24. PDF certificate's turnaround time is 24 hours, and for the hardcopy certificate, it is 3-9 working days. Why choose us? Affordable, engaging & high-quality e-learning study materials; Tutorial videos/materials from the industry leading experts; Study in a user-friendly, advanced online learning platform; Efficient exam systems for the assessment and instant result; The UK & internationally recognized accredited qualification; Access to course content on mobile, tablet or desktop from anywhere anytime; The benefit of career advancement opportunities; 24/7 student support via email. Career Path: The Anger and Pain Management Diploma course is a useful qualification to possess, and would be beneficial for the following careers: Anger Management Counsellor Life Coach Mentor Psychologist Psychotherapist. [/vc_column_text][/vc_column][/vc_row] Understanding Anger What is Anger? 00:15:00 Costs and Pay-Offs 00:15:00 The Anger Process 00:30:00 How Does Anger Affect Our Thinking? 00:15:00 Understanding Behavior Types 00:15:00 Managing Anger 00:15:00 Communication Tips and Tricks 00:30:00 Anger Management Dread and Lack Of Confidence 01:00:00 Drug Addiction And Anger 00:30:00 Being Unhappy 00:30:00 The Impact Of Anger 00:30:00 What Anger Accomplishes 01:00:00 Taking Control of Your Anger 01:00:00 Pain Management Introduction 00:15:00 What is pain? 00:30:00 It starts at the very beginning 01:00:00 What kind of pain do you have? 01:00:00 Acupuncture - the great pain reliever 00:30:00 Hypnosis for dealing with pain 01:00:00 Herbs for pain relief 00:30:00 Conclusion 00:15:00 Mock Exam Mock Exam - Anger and Pain Management Diploma 00:20:00 Final Exam Final Exam - Anger and Pain Management Diploma 00:20:00 Certificate and Transcript Order Your Certificates and Transcripts 00:00:00

Learn the different effective methods related to the German language through our Complete German Course - Intermediate course. The precise outlines of the course enable you to be an expert in the German language. The course designs to teach you the core function of the German language along with its vocabulary, grammatical rules, pronunciation, sentence structure, punctuation, and a synopsis of the German language. It also guides you how to write formal, informal letter, application, and CV maintaining proper syntactical order of the sentence, and grammatical rules. The course also instructs you how to develop your communication skills and fluency in this language so that you can mastery over it. The purpose of the course is to enable you to face different interviews, presentations with a sound German accent, write the German language, and place the exact word of the German language in a sound bite. Assessment: This course does not involve any MCQ test. Students need to answer assignment questions to complete the course, the answers will be in the form of written work in pdf or word. Students can write the answers in their own time. Once the answers are submitted, the instructor will check and assess the work. Certification: After completing and passing the course successfully, you will be able to obtain an Accredited Certificate of Achievement. Certificates can be obtained either in hard copy at a cost of £39 or in PDF format at a cost of £24. Who is this Course for? Complete German Course - Intermediate is certified by CPD Qualifications Standards and CiQ. This makes it perfect for anyone trying to learn potential professional skills. As there is no experience and qualification required for this course, it is available for all students from any academic background. Requirements Our Complete German Course - Intermediate is fully compatible with any kind of device. Whether you are using Windows computer, Mac, smartphones or tablets, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation. Career Path After completing this course you will be able to build up accurate knowledge and skills with proper confidence to enrich yourself and brighten up your career in the relevant job market. Module 1 Learn German - Famous Germans of the present 00:19:00 Learn German - The imperfect (weak verbs) 00:11:00 Learn German - The imperfect of 'having,' 'being,' and 'becoming' 00:11:00 Learn German - The past tense of strong verbs 00:15:00 Learn German - Exercises - Imperfect and explanations 00:12:00 Learn German - Recap - Nominative and Accusative 00:10:00 Learn German - Exercises and examples with the Nominative and A 00:24:00 Learn German - The Dative 00:17:00 Learn German - The Dative - Exercises 00:17:00 Learn German - The Genitive 00:13:00 Module 2 Learn German - The Genitive - Exercises 00:19:00 Learn German - Two-way prepositions 00:11:00 Learn German - Brief History of Germany II 00:18:00 Learn German - Brief History of Germany III 00:14:00 Learn German - What is German- Part II 00:16:00 Learn German - German dialects still spoken today 00:11:00 Learn German - Recap exercises Lessons 2-10 00:12:00 Learn German - Recap exercises Lessons 11-19 00:12:00 Learn German - The Syntax - Part I- The main clause (I) 00:12:00 Learn German - The Syntax - Part I- The main clause (II) 00:11:00 Module 3 Learn German - The Syntax - Part II- The subordinate clause 00:11:00 Learn German - The Syntax - Part II- The subordinate clause (I+II) 00:12:00 Learn German - The Syntax - Part III- The Conjunctions 00:19:00 Learn German - Exercises for Conjunctions, Subjunctions, Conjunct 00:16:00 Learn German - Often used subordinate clauses with subjunctions 00:13:00 Learn German - Exercises with subordinate clauses with subjunctio 00:14:00 Learn German - Recap exercises Lessons 22-29 00:17:00 Order Your Certificates and Transcripts Order Your Certificates and Transcripts 00:00:00

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In today's fast-moving competitive environment, sales are often made or lost on the strength of a telephone conversation or a brief email. This means that not only is customer service everyone's responsibility - so is sales. Customer service staff are failing the customer if they don't think about sales. And sales staff are failing customers if they don't think about service. And anyone failing a customer is failing both themselves and their employer. Too often, customer service staff feel neither capable nor empowered to recognise or capitalise upon a sales opportunity. Too often, sales people pursue the short-term opportunity at the expense of the bigger picture. The good news is - it doesn't have to be this way! Sales and customer service skills can be acquired, developed and polished just like any other skill. This tried-and-tested programme shows you how to do it. As a result of this course, participants will be able to: Take control of a customer conversation, with confidence Refresh and polish their customer service and sales performance Recognise and develop a sales opportunity Engage the customer and build rapport Identify a customer's needs Match the customer's needs to the organisation's products or services Handle objections confidently Ask for the order At the end of the workshop each participant will have developed their own action plan for developing and using their skills in the workplace. 1 Introduction Course overview, objectives and introductions 2 Serving or selling? Feelings and attitudes - How we can affect the outcome by our feelings and behaviour What is selling? - Selling is helping people to buy, identifying the opportunities that exist within the conversation to develop the customer's interest in our products or services 3 Developing the right skills Communication- The impact of body language, voice tone and words- How to make the best impression on the customer and create a 'buying environment' Rapport-building- What makes a good working relationship?- What do customers look for when they call us?- How can we match their expectations in terms of our own interpersonal skills? Relating to different types of people by identifying and matching their communication style on the telephone 4 Making it easy for the customer Starting it right- Opening the conversation positively- Building rapport- How to develop interest in our products or services Gaining and clarifying information- Questioning skills and questioning style- What do we need to know from the customer?- How can we use that information in the conversation? Active listening- The most under-rated skill of all- Picking up on the 'Golden Moments' when a customer shows they may be interested Presenting information confidently- Knowing the benefits of our products or services- How to tell the customer what they need to know in order to enable them to buy Closing on a positive note- When and how to ask for commitment Dealing with the customer's objections and concerns in a positive manner 5 Course summary and action plans Review of main learning points Presentation of personal action plans