863 Customer Relationship Management courses

Overview Account Management is an important role within any organisation. Account Managers are responsible for nurturing customer relationships and increasing sales with their organisation’s key customers. The Account Manager will usually act as a first point of contact for clients; responding to complaints, purchases, project requests and any general queries. Their approach should help maintain client relationships in order to ensure that they continue to use the company for business. This one day course can help them learn the key skills they need. Description Build a strong account management team that are able to effectively manage customer relationships and drive sales The role of account manager is both important and demanding. The account manager acts as the ‘face’ of the business and should professionally represent the business by creating a strategy for success and delivering a high level of customer service. Account managers need to be effective communicators, needing to both engage with the client and also develop internal relationships to ensure promises are delivered upon. Another key responsibility of the account manager is to identify business opportunities and help drive business results for their company. Account Management can be a very challenging role depending on the number of clients, the range of industries the clients represent, and the nature and attitude of the client. The main focus of the role is to provide continual client service to clients, this may include quarterly or annual business reviews, additions to the account in terms of extra services supplied plus face-to-face and online meetings, on a regular basis. The Account Manager will also be responsible for delivering high levels of client service to ensure that clients do not leave and will need to create a strategy around this. This strategy will depend on the type of client in terms of size of the business commitment, Key Performance Indicators plus contractual agreements which may dictate the framework for the relationship. Building a personal relationship as well as a business one is key to becoming an effective Account Manager. After all, “It is easier to fire a business associate or employee than it is to fire a friend”. Why should people attend this training course? Well, just imagine if your employees were better able to: Build effective business relationships with clients and help drive sales performance. Add value to clients and help ensure their requirements are met or exceeded. Measure the performance of their key accounts and adapt their approach accordingly. Understand the key attributes required for success and work on developing them. Set a strategy for sales success and create action plans for pre-defined goals. Monitor and measure their own performance and set their own targets. Ultimately, this training course will help employees to focus on what is required to succeed in the role of account manager, building a strategy with clear actions and helping the organisation to business success. Who is this course for? This Account Management training course is for anyone that works in an account management role or relevant sales function and will assist the participants in improving their working practices, developing customer relationships and in turn increasing business performance and sales success. Requirements for Attendance Prior sales experience is recommended, but an awareness of the sales process as a minimum will suffice.

Getting Started The OTHM Level 7 Diploma in Strategic Marketing aims to equip learners with the skills and knowledge required for effective marketing and branding strategies that can help organisations maintain their competitive edge. The course provides an integrated approach that combines theoretical concepts in marketing, branding, consumer behaviour, and digital communication management with practical activities. Upon completing the course, learners will have developed their strategic marketing management, branding, and consumer behaviour skills, enabling them to better implement their organisation's strategy. Key Benefits This qualification will bring you many vital benefits, such as;   Demonstrate an understanding of the practical value of these frameworks in a range of strategic business situations. Create frameworks for understanding and analysing strategic marketing processes in diverse organisational types, encountering different and changing marketing environments. Develop practical research and analytical capabilities in the market/driven strategy context, particularly in formulating value propositions in provider/customer relationships.   Key Highlights Would you like to pursue a career in marketing? Then, the OTHM Level 7 Diploma in Strategic Marketing mentoring practice offered by the School of Business and Technology London is the right solution for you. Remember! The assessment for the qualification is done based on assignments only, and you do not need to worry about writing any exam. With the School of Business and Technology London, you can complete the qualification at your own pace, choosing online or blended learning from the comfort of your home. Learning and pathway materials and study guides developed by our OTHM-approved tutors will be available around the clock in our cutting-edge learning management system. Most importantly, at the School of Business and Technology London, we will provide comprehensive tutor support through our dedicated support desk. If you choose your course with blended learning, you will also enjoy live sessions with an assigned tutor, which you can book at your convenience.   Career Pathways The OTHM Level 7 Diploma in Strategic Marketing can open many career pathways including, but not limited to: Chief Marketing Officer; Est. Salary £97659p.a Marketing Manager; Est. Salary £ 53,277p.a Marketing Coordinator; Est. Salary £ 39,109p.a About Awarding Body OTHM is an established and recognised Awarding Organisation (Certification Body) launched in 2003. OTHM has already made a mark in the UK and global online education scenario by creating and maintaining a user-friendly and skill based learning environment. OTHM has both local and international recognition which aids OTHM graduates to enhance their employability skills as well as allowing them to join degree and/or Master top-up programmes. OTHM qualifications has assembled a reputation for maintaining significant skills in a wide range of job roles and industries which comprises Business Studies, Leadership, Tourism and Hospitality Management, Health and Social Care, Information Technology, Accounting and Finance, Logistics and Supply Chain Management. Learners must request before enrolment to interchange unit(s) other than the preselected units shown in the SBTL website because we need to make sure the availability of learning materials for the requested unit(s). SBTL will reject an application if the learning materials for the requested interchange unit(s) are unavailable. Learners are not allowed to make any request to interchange unit(s) once enrolment is complete. UNIT1- Contemporary Issues and Principles of Marketing Reference No : Unit 1 - A/618/1614 Credit : 20 || TQT : 200 Hours This unit aims to teach learners to evaluate the impact of emerging marketing challenges and develop future marketing strategies using principles in different contexts. UNIT2- Consumer Behaviour & Market Communications Reference No : Unit 2 -F/618/1615 Credit : 20 || TQT : 200 Hours This unit aims to develop learners' theoretical and practical understanding of processes and factors that influence the consumer behaviour of individuals and organisations. UNIT3- Digital and Social Media Marketing Reference No : Unit 3 - J/618/1616 Credit : 20 || TQT : 200 Hours This module teaches learners a practical introduction to digital and social media technologies and how to use social media for branding and communication goals effectively. UNIT4- Contemporary Challenges and Strategic Marketing Reference No : Unit 4 - L/618/1617 Credit : 20 || TQT : 200 Hours The module provides a comprehensive examination of all the major components of marketing strategies marketing and their integration into organisations for continued success in a highly competitive market UNIT5- Strategic Brand Management Reference No : Unit 5 - R/618/1618 Credit : 20 || TQT : 200 Hours This unit aims to develop learner's understanding of the key principles that underpin managing brands and brand equity and how to do marketing from a branding perspective. UNIT6- Marketing Research Project Reference No : Unit 6 -Y/618/1619 Credit : 20 || TQT : 200 Hours This unit teaches research skills like proposal writing, literature review, data collection, questionnaire design, SPSS analysis, and qualitative data analysis. Delivery Methods School of Business & Technology London provides various flexible delivery methods to its learners, including online learning and blended learning. Thus, learners can choose the mode of study as per their choice and convenience. The program is self-paced and accomplished through our cutting-edge Learning Management System. Learners can interact with tutors by messaging through the SBTL Support Desk Portal System to discuss the course materials, get guidance and assistance and request assessment feedbacks on assignments. We at SBTL offer outstanding support and infrastructure for both online and blended learning. We indeed pursue an innovative learning approach where traditional regular classroom-based learning is replaced by web-based learning and incredibly high support level. Learners enrolled at SBTL are allocated a dedicated tutor, whether online or blended learning, who provide learners with comprehensive guidance and support from start to finish. The significant difference between blended learning and online learning methods at SBTL is the Block Delivery of Online Live Sessions. Learners enrolled at SBTL on blended learning are offered a block delivery of online live sessions, which can be booked in advance on their convenience at additional cost. These live sessions are relevant to the learners' program of study and aim to enhance the student's comprehension of research, methodology and other essential study skills. We try to make these live sessions as communicating as possible by providing interactive activities and presentations. Resources and Support School of Business & Technology London is dedicated to offering excellent support on every step of your learning journey. School of Business & Technology London occupies a centralised tutor support desk portal. Our support team liaises with both tutors and learners to provide guidance, assessment feedback, and any other study support adequately and promptly. Once a learner raises a support request through the support desk portal (Be it for guidance, assessment feedback or any additional assistance), one of the support team members assign the relevant to request to an allocated tutor. As soon as the support receives a response from the allocated tutor, it will be made available to the learner in the portal. The support desk system is in place to assist the learners adequately and streamline all the support processes efficiently. Quality learning materials made by industry experts is a significant competitive edge of the School of Business & Technology London. Quality learning materials comprised of structured lecture notes, study guides, practical applications which includes real-world examples, and case studies that will enable you to apply your knowledge. Learning materials are provided in one of the three formats, such as PDF, PowerPoint, or Interactive Text Content on the learning portal. How does the Online Learning work at SBTL? We at SBTL follow a unique approach which differentiates us from other institutions. Indeed, we have taken distance education to a new phase where the support level is incredibly high.Now a days, convenience, flexibility and user-friendliness outweigh demands. Today, the transition from traditional classroom-based learning to online platforms is a significant result of these specifications. In this context, a crucial role played by online learning by leveraging the opportunities for convenience and easier access. It benefits the people who want to enhance their career, life and education in parallel streams. SBTL's simplified online learning facilitates an individual to progress towards the accomplishment of higher career growth without stress and dilemmas. How will you study online? With the School of Business & Technology London, you can study wherever you are. You finish your program with the utmost flexibility. You will be provided with comprehensive tutor support online through SBTL Support Desk portal. How will I get tutor support online? School of Business & Technology London occupies a centralised tutor support desk portal, through which our support team liaise with both tutors and learners to provide guidance, assessment feedback, and any other study support adequately and promptly. Once a learner raises a support request through the support desk portal (Be it for guidance, assessment feedback or any additional assistance), one of the support team members assign the relevant to request to an allocated tutor. As soon as the support receive a response from the allocated tutor, it will be made available to the learner in the portal. The support desk system is in place to assist the learners adequately and to streamline all the support process efficiently. Learners should expect to receive a response on queries like guidance and assistance within 1 - 2 working days. However, if the support request is for assessment feedback, learners will receive the reply with feedback as per the time frame outlined in the Assessment Feedback Policy.

Getting Started The primary objective of the QUALIFI Level 7 Diploma in Strategic Marketing program is to equip learners with the knowledge and competencies required in the fields of marketing and branding. This training aims to foster a deep understanding of strategic decision-making processes, enabling individuals to effectively contribute to an organization's ability to sustain its competitive edge.   The learning outcomes for the QUALIFI Level 7 Diploma in Strategic Marketing qualification are as follows: • Develop a solid foundation in strategic marketing to effectively plan and implement practical strategic marketing initiatives commonly found in professional settings. • Apply analytical and problem-solving skills within the realm of marketing management. Critically assess and synthesize theoretical frameworks related to strategic marketing, consumer behaviour, brand management, digital marketing, market research, and design and innovation as they apply to marketing. • Understand the practical significance of these frameworks in a variety of strategic business scenarios. • Create frameworks for analysing and comprehending strategic marketing processes in diverse types of organizations operating in evolving marketing environments. • Cultivate research and analytical capabilities, especially in developing value propositions within provider/customer relationships in market-driven strategies. • Adapt, enhance, integrate, and apply transferable concepts and skills in strategic marketing, branding, consumer behaviour, and digital marketing, especially from a strategic standpoint, in the management of product and market development Key Benefits Comprehend the processes of conducting external and internal environmental assessments for the purpose of crafting marketing plans. • Gain knowledge about the essential psychological, sociological, structural, and cultural factors that exert influence on purchasing behaviors. • Comprehend the significance of information technology and social media in the realm of digital marketing. • Analyze the fundamentals of strategic marketing management. • Comprehend the steps and elements associated with the creation and improvement of a brand's image over an extended period. • Acquire the competence to develop suitable methodologies for conducting business research. Key Highlights • Are you a practicing Strategic Marketer seeking greater knowledge and understanding of the industry, aiming to support your development into senior positions? If so, the Qualifi Level 7 Diploma in Strategic Marketing is the ideal starting point for your career journey. • The course will help forge a career and prepare individuals for professional roles and future managers in the health and social care sector. • Remember, the assessment for the qualification is based on assignments only, so there's no need to worry about taking any exams. • With the School of Business and Technology London, you can complete the qualification at your own pace, choosing between online or blended learning from the comfort of your home. • Learning and pathway materials, as well as study guides developed by our Qualifi-approved tutors, will be available around the clock on our cutting-edge learning management system. • Most importantly, at the School of Business and Technology London, we will provide you with comprehensive tutor support through our dedicated support desk. • If you choose the blended learning option, you will also enjoy live sessions with an assigned tutor, which you can book at your convenience. Career Pathways Upon completion of the Level 7 Diploma in Strategic Management, graduates may pursue various career paths in education and training, such as: • Marketing Manager, with an estimated average salary of £40,000 per annum • Market Research Analyst, with an estimated average salary of £41,809 per annum • Public Relations (PR) Manager, with an estimated average salary ranging between £35,000 and £70,000 per annum • Advertising Manager, with an estimated average salary of £42,125 per annum • Consultant, with an estimated average salary of £52,250 per annum   About Awarding Body QUALIFI, recognised by Ofqual awarding organisation has assembled a reputation for maintaining significant skills in a wide range of job roles and industries which comprises Leadership, Hospitality & Catering, Health and Social Care, Enterprise and Management, Process Outsourcing and Public Services. They are liable for awarding organisations and thereby ensuring quality assurance in Wales and Northern Ireland. What is included? Outstanding tutor support that gives you supportive guidance all through the course accomplishment through the SBTL Support Desk Portal. Access our cutting-edge learning management platform to access vital learning resources and communicate with the support desk team. Quality learning materials such as structured lecture notes, study guides, and practical applications, which include real-world examples and case studies, will enable you to apply your knowledge. Learning materials are provided in one of the three formats: PDF, PowerPoint, or Interactive Text Content on the learning portal. The tutors will provide Formative assessment feedback to improve the learners' achievements. Assessment materials are accessible through our online learning platform. Supervision for all modules. Multiplatform accessibility through an online learning platform facilitates SBTL in providing learners with course materials directly through smartphones, laptops, tablets or desktops, allowing students to study at their convenience. Live Classes (for Blended Learning Students only)   Assessment Assignment based Assessment No exam Entry Requirements The qualification has been intentionally crafted to ensure accessibility without imposing unnecessary barriers. To be eligible for this qualification, applicants should meet the following criteria: • Be at least 21 years of age, and • Possess one of the following: A Level 6 Qualification, or A first-degree qualification. International students whose first language is not English will need to have a score of 6 or above in IELTS (International English Language Testing System).     Progression Upon successful completion of the QUALIFI Level 7 Diploma in Strategic Management, learners will have various pathways for progression, including: • Pursuing the QUALIFI Level 8 Diploma. • Enrolling in a university program to earn a master's degree. • Entering the workforce in a related professional field.   Why gain a QUALIFI Qualification? This suite of qualifications provides enormous opportunities to learners seeking career and professional development. The highlighting factor of this qualification is that: The learners attain career path support who wish to pursue their career in their denominated sectors; It helps provide a deep understanding of the health and social care sector and managing the organisations, which will, in turn, help enhance the learner's insight into their chosen sector. The qualification provides a real combination of disciplines and skills development opportunities. The Learners attain in-depth awareness concerning the organisation's functioning, aims and processes. They can also explore ways to respond positively to this challenging and complex health and social care environment. The learners will be introduced to managing the wide range of health and social care functions using theory, practice sessions and models that provide valuable knowledge. As a part of this suite of qualifications, the learners will be able to explore and attain hands-on training and experience in this field. Learners also acquire the ability to face and solve issues then and there by exposure to all the Units. The qualification will also help to Apply scientific and evaluative methods to develop those skills. Find out threats and opportunities. Develop knowledge in managerial, organisational and environmental issues. Develop and empower critical thinking and innovativeness to handle problems and difficulties. Practice judgement, own and take responsibility for decisions and actions. Develop the capacity to perceive and reflect on individual learning and improve their social and other transferable aptitudes and skills.       Learners must request before enrolment to interchange unit(s) other than the preselected units shown in the SBTL website because we need to make sure the availability of learning materials for the requested unit(s). SBTL will reject an application if the learning materials for the requested interchange unit(s) are unavailable. Learners are not allowed to make any request to interchange unit(s) once enrolment is complete. UNIT1- Contemporary Issues and Principles of Marketing. Reference No : H/650/7075 Credit : 20 || TQT : 200 The objective of this unit is to enhance learners' comprehension of assessing the potential ramifications posed by emerging contemporary marketing challenges. It also aims to cultivate strategic thinking abilities to formulate future marketing strategies based on marketing principles, adaptable to diverse contexts. UNIT2- Consumer Behaviour and Market Communications. Reference No : J/650/7076 Credit : 20 || TQT : 200 This unit's goal is to foster learners' grasp of both the theoretical and practical aspects of the processes and elements that impact the consumer behaviour of both individuals and organizations. UNIT3- Digital and Social Media Marketing. Reference No : K/650/7077 Credit : 20 || TQT : 200 In this unit, learners will acquire knowledge of cutting-edge tools and theories for leveraging social media to effectively attain branding and communication objectives. Participants will explore the scientific and strategic aspects of marketing, with practical, hands-on experience in implementing online marketing and social media strategies. UNIT4- Contemporary Challenges and Strategic Marketing. Reference No : L/650/7078 Credit : 20 || TQT : 200 The objective of this unit is to cultivate learners' comprehension of current insights into the business environment, competitive dynamics, and the skill of incorporating marketing strategy seamlessly into a comprehensive business strategy. UNIT5- Strategic Brand Management. Reference No : Strategic Brand Management. Credit : 20 || TQT : 200 This unit empowers learners to formulate a strategic branding approach at the product/service level that aligns with the corporate brand. Participants will cultivate an understanding of how to approach marketing from a branding standpoint. UNIT6- Marketing Research Project. Reference No : Y/650/7080 Credit : 20 || TQT : 200 The objective of this unit is to enhance learners' research capabilities, encompassing the creation of research proposals, conducting literature reviews, mastering referencing, gathering data through interviews and surveys, designing questionnaires, performing statistical analysis using SPSS, and employing qualitative data and methodologies to derive conclusions from the analysed data. Delivery Methods School of Business & Technology London provides various flexible delivery methods to its learners, including online learning and blended learning. Thus, learners can choose the mode of study as per their choice and convenience. The program is self-paced and accomplished through our cutting-edge Learning Management System. Learners can interact with tutors by messaging through the SBTL Support Desk Portal System to discuss the course materials, get guidance and assistance and request assessment feedbacks on assignments. We at SBTL offer outstanding support and infrastructure for both online and blended learning. We indeed pursue an innovative learning approach where traditional regular classroom-based learning is replaced by web-based learning and incredibly high support level. Learners enrolled at SBTL are allocated a dedicated tutor, whether online or blended learning, who provide learners with comprehensive guidance and support from start to finish. The significant difference between blended learning and online learning methods at SBTL is the Block Delivery of Online Live Sessions. Learners enrolled at SBTL on blended learning are offered a block delivery of online live sessions, which can be booked in advance on their convenience at additional cost. These live sessions are relevant to the learners' program of study and aim to enhance the student's comprehension of research, methodology and other essential study skills. We try to make these live sessions as communicating as possible by providing interactive activities and presentations. Resources and Support School of Business & Technology London is dedicated to offering excellent support on every step of your learning journey. School of Business & Technology London occupies a centralised tutor support desk portal. Our support team liaises with both tutors and learners to provide guidance, assessment feedback, and any other study support adequately and promptly. Once a learner raises a support request through the support desk portal (Be it for guidance, assessment feedback or any additional assistance), one of the support team members assign the relevant to request to an allocated tutor. As soon as the support receives a response from the allocated tutor, it will be made available to the learner in the portal. The support desk system is in place to assist the learners adequately and streamline all the support processes efficiently. Quality learning materials made by industry experts is a significant competitive edge of the School of Business & Technology London. Quality learning materials comprised of structured lecture notes, study guides, practical applications which includes real-world examples, and case studies that will enable you to apply your knowledge. Learning materials are provided in one of the three formats, such as PDF, PowerPoint, or Interactive Text Content on the learning portal. How does the Online Learning work at SBTL? We at SBTL follow a unique approach which differentiates us from other institutions. Indeed, we have taken distance education to a new phase where the support level is incredibly high.Now a days, convenience, flexibility and user-friendliness outweigh demands. Today, the transition from traditional classroom-based learning to online platforms is a significant result of these specifications. In this context, a crucial role played by online learning by leveraging the opportunities for convenience and easier access. It benefits the people who want to enhance their career, life and education in parallel streams. SBTL's simplified online learning facilitates an individual to progress towards the accomplishment of higher career growth without stress and dilemmas. How will you study online? With the School of Business & Technology London, you can study wherever you are. You finish your program with the utmost flexibility. You will be provided with comprehensive tutor support online through SBTL Support Desk portal. How will I get tutor support online? School of Business & Technology London occupies a centralised tutor support desk portal, through which our support team liaise with both tutors and learners to provide guidance, assessment feedback, and any other study support adequately and promptly. Once a learner raises a support request through the support desk portal (Be it for guidance, assessment feedback or any additional assistance), one of the support team members assign the relevant to request to an allocated tutor. As soon as the support receive a response from the allocated tutor, it will be made available to the learner in the portal. The support desk system is in place to assist the learners adequately and to streamline all the support process efficiently. Learners should expect to receive a response on queries like guidance and assistance within 1 - 2 working days. However, if the support request is for assessment feedback, learners will receive the reply with feedback as per the time frame outlined in the Assessment Feedback Policy.

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

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

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

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

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

Target Audience This course is ideal for customer service representatives, team leaders and front-line staff who would like to improve and broaden their customer service skills. Duration 1 Day Course Overview This course is designed to provide participants with the essential skills and strategies to deliver exceptional customer service in any industry or context. Through a blend of interactive sessions, practical exercises, and real-life scenarios, participants will learn how to effectively communicate, handle challenging situations, build strong customer relationships, and create memorable service experiences. This course is designed by highly qualified learning design experts, assisted and guided by a Doctoral & Masters level leadership team. Working closely with subject matter leaders with extensive domain experience, this course is built on sound academic rigour and applied real world experience. Run in a cohort-based, activity-led format, it goes beyond theory to provide practical methods and frameworks that you can immediately apply in your workplace. Key Outcomes Apply effective communication techniques to enhance customer interactions. Use problem-solving skills to handle challenging customer situations with confidence. Build and maintain positive customer relationships to foster loyalty. Implement strategies to create memorable customer service experiences.

Master the secrets of effective business administration and achieve success! Do you want to be a good Administrator? Learn new and improve your business administration skills Upskill yourself; improve your business administration skills and advance your career Learn from the experts The course is delivered by an expert trainer of business administration with many years of experience in the field Test your knowledge Successfully complete the practical tasks and tests through the course and the final exam to consolidate your knowledge and skills Do you want to improve your knowledge of business administration and gain new practical skills? Do you like to change your career and move into a business administration role? Are you looking to upskill and get a valuable certificate that you can add to your CV? We are pleased to inform you that we have answer to all your requirements, offering you professionally designed, advanced business administration course that will make you proficient in the most important aspects of business administration so you can enjoy limitless career prospects worldwide. This is a great opportunity to study at any time in the comfort of your own home and at your own pace from any device that has internet connection. It is ideal for those with insufficient time to commit to traditional training or career development. It is designed for people looking to begin a career in business administration and also for those that want further improve their existing careers in the field. The course begins with an introduction to modern business administration; and then explores the fundamentals of administration management, the business environment; professional HR management; management of business resources and the performance management. You will also learn about the importance of business communication in a business environment and how to develop an effective corporate communication; how to write professional report and how to build and maintain effective customer relations. Developing and managing budget, creating effective marketing plan will be easy tasks for you after completing the course. The course will be delivered through a multimedia platform Kemp Center and will eventually bring you valuable certificate of completion that you can add to your CV. Invest today in yourself so you won’t regret tomorrow! Join us now! Join the Business Administration course and get the benefits: Learning from a professional instructor24/7 access from any devicePractical exercisesTests, quizzes and recapsCertificate of completionExtra materials and downloadable bonuses100% satisfaction guarantee Your Singing Instructor: Malaika Masozi Business Administration Expert The Business administration course will be delivered by an expert in business administration, the best one in the field with many years experience and active role in business administration. The expert trainer will share all the knowledge and experience with you, will introduce you the business administration completely and further teach you about the HR, performance, finance, resources and risk management. You will learn how to conduct effective marketing, how to build an effective corporate communication and customer relation and how to write professional report in practice. You will gain knowledge that is required to ensure you can successfully work in different environments in a business administration role. Your expert trainer will assist you and guide you through several knowledge repetitions, practical tasks and tests to make sure you remember all the important information and to consolidate your gained knowledge even better. At the end, you will be capable to use everything you learnt in practice while starting a new business. The Business administration course includes: I. Video presentations Practical knowledge about business administration Business administrations, business environment, HR Management, performance and team management, finance and risk management, business communication and building and maintaining customer relations etc. Real examples of business environments Professional HR planning; implementing different techniques for employees’ managing; managing finances and resources; conducting effective marketing; professional report writing; developing working relationships with colleagues; building effective customer relations; identifying risks and implementing risk strategies; starting a business. II. Practical part Training videos and video tutorials In the course, you will find many training videos and video tutorials that will teach you and will give you practical advices how to implement successfully the gained knowledge from the course in practice III. Knowledge repetitions and tests Repetitions of acquired knowledge and tests Through the course, you will have 10 repetitions and 10 tests that will allow you to check the acquired knowledge and better remember the topics discussed in the course. Final test Passing the final test means that you have enough knowledge and skills in the field of business administration, and that you became certified business administration expert. IV. Tasks Practical tasks about: Making changes in the business environment HR planning Implementing techniques for employees’ better-managing Developing and managing budget Implementing workable resource management strategy Creating effective marketing plan Professional report writing Building effective team Transforming negative customer experience into positive one Identifying risks and implementing risk strategies V. Bonus materials for the course Additional materials for use in daily work You will receive from us, among other things, a practical guide how to perform business administration tasks successfully and effectively and how to improve your skills. Experience Beginner-IntermediateLanguage English, German, French, Polish, Portuguese A letter from your expert instructor: From the largest international corporations to the smallest local offices, strong administration plays a crucially important role in every business and organization. The quality and competency of the administrative duties reflect the successfulness of the business, so, those who perform the business administration tasks should perform their duties on the highest professional level.We are pleased to present you and invite you to most popular and advanced study program for business administration, a premium course that will help you develop essential knowledge of how to perform administrative tasks and how to apply your knowledge in a variety of industries and job roles.Learn from the best in the business administration field, from our expert trainer who will share his/her knowledge and experience with you, so you can benefit from it.The course will help you to learn effective working practices that are applicable to office and administration roles, will improve your practical skills and performance in the workplace, will help you to develop and further improve your knowledge at a range of a master of business administration expert.The course package contains extensive material presented in an interesting form, learning by using specific examples, knowledge repetitions, varied practical tasks, final exam, and on top of everything, getting valuable certificate of completion at the end of the course. And all this is available to all people anywhere in the world with internet access, delivered on the Kemp Center platform.Study flexible – when you like and at your own pace – for a qualification that could transform your career prospects for life.Join us now!Malaika MasoziBusiness Administration Expert