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Dealing with Angry or Rude Customers   Course Description   Copyright Ross Maynard 2021   Course Description If you work in customer service in any way, then, from time to time, you are going to have to deal with angry or rude customers. This course will help you manage those stressful situations and support the customer as best you can. Anger is a normal and relatively common emotion caused by a perceived hurt or provocation. In some cases a customer’s anger or rude behaviour may be driven by the failings of your organisation or its products and services. In other cases, the problem may be outside your control but you still have to deal with the impact. In this course we look at anger in a customer service situation and how to deal with it. We review the nature and causes of anger; we look at how poor customer service can cause anger and what you can do to prepare your organisation to deal with anger. We cover the warning signs for anger and present a 12 step approach to dealing with an angry customer. We cover questions and short scripts that can help you start a discussion with an angry customer, and we consider why customers might be rude. Finally we look at managing the stress of dealing with an angry customer and finish the course with a review of the key learning points. I hope you find the course helpful.   Key Learning Points  On completion of the course, delegates will be able to: Understand the nature and causes of anger as an emotion. Consider their objectives when dealing with an angry customer. Help prepare their organisation for dealing with angry customers. Identify appropriate customer service metrics Work through a series of steps to deal with an angry customer. Use questions and short scripts to try to help a customer bring their anger under control . Consider why a customer might be rude, and how to deal with that rudeness. Understand how to manage the stress of dealing with angry or rude customers.     Curriculum L1: Anger as an Emotion L2: Your Objectives when Dealing with Anger L3: Poor Customer Service L4: Preparing your Organisation  L5: Warning Signs and What Not to Do L6: The 12 Steps to Dealing with Anger L7: Example Scripts for Angry Customers L8: Dealing with Rude Customers L9: Dealing with Stress, and Key Learning Points     Pre-Course Requirements There are no pre-course requirements     Additional Resources Copy of customer behaviour policy     Course Tutor Your tutor is Ross Maynard. Ross is a Fellow of the Chartered Institute of Management Accountants in the UK and has 30 years’ experience as a process improvement consultant specialising in business processes and organisation development. Ross is also a professional author of online training courses. Ross lives in Scotland with his wife, daughter and Cocker Spaniel

The famous sale of London's iconic Battersea Power Station was a complex conveyancing transaction highlighting the importance of competent conveyancing professionals. In this rapidly growing property market, the Conveyancing - Online Diploma Course equips you with the knowledge and expertise to navigate the intricate world of property transactions. The Conveyancing - Online Diploma Course is perfect for those looking to break into the thriving conveyancing industry or enhance their existing skills. With opportunities in various roles, such as Conveyancing Solicitor, Licensed Conveyancer, or Property Lawyer, you'll be well-prepared for a successful career in this dynamic field. Learning Outcomes: Grasp the essentials of conveyancing and its significance in property transactions. Identify the key aspects of property law and conveyancing practice. Comprehend the role of the Land Registry and updates in land registration law. Understand contractual law and its application to conveyancing transactions. Analyse landlord and tenant relationships and their legal implications. Manage standard conveyancing transactions and associated procedures. Apply accounting principles to handle conveyancing transactions effectively. Address taxation issues and prepare appropriate legal documents for conveyancers. Why Prefer this Legal Document Preparation for Conveyancing Professionals Course? Opportunity to earn a certificate accredited by CPD QS after completing this Legal Document Preparation for Conveyancing Professionals course Get a free student ID card! (£10 postal charge will be applicable for international delivery). Innovative and engaging content. Free assessments. 24/7 tutor support Here is the curriculum breakdown of this Conveyancing- Online Diploma Course: Module 01: Learn the basics of conveyancing Understand the role of conveyancing professionals Module 02: Explore the core principles of conveyancing Discuss the importance of due diligence Module 03: Study property law and its relevance in conveyancing Examine conveyancing best practices Module 04: Investigate updates in land registration law Understand the role of the Land Registry Module 05: Delve into the essentials of contractual law Learn how contracts apply to conveyancing Module 06: Analyse the legal implications of landlord-tenant relationships Examine the rights and responsibilities of both parties Module 07: Manage standard conveyancing transactions Learn the associated procedures and documentation Module 08: Comprehend accounting principles for conveyancing Implement effective accounting procedures Module 09: Understand the importance of legal document preparation Learn the essential elements of conveyancing documents Module 10: Address taxation concerns in conveyancing transactions Prepare appropriate legal documents Certification Upon completion of the Conveyancing- Online Diploma Course, learners can obtain a certificate as proof of their achievement. You can receive a £10 PDF Certificate sent via email, a £29 Printed Hard Copy Certificate for delivery in the UK, or a £39 Printed Hard Copy Certificate for international delivery. Each option depends on individual preferences and locations. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Aspiring conveyancing professionals seeking comprehensive knowledge and skills Property lawyers aiming to expand their expertise in conveyancing Estate agents and property managers looking to enhance their understanding of conveyancing transactions Individuals interested in the legal aspects of property transactions Requirements A smart device. A secure internet connection. Being over the age of 16. And a strong drive for learning and literacy. Career path Conveyancing Solicitor - £30-60k/year Property Lawyer - £40-80k/year Licensed Conveyancer - £25-50k/year

Team Management and Leadership Skills This Management and Leadership: Leading a Team course will help you build strong leadership skills to effectively guide and support your team. You will learn how to lead with confidence, set clear goals, and create a positive working environment. This leadership and management skills course covers practical techniques, including inspiring teamwork, handling challenges, and developing influencing skills. Whether you are new to management or want to refresh your skills, this course gives you easy-to-follow strategies for leading a successful team. Course Curriculum Module 01: Getting Started Module 02: Situational Leadership Module 03: A Personal Inventory Module 04: Modeling the Way Module 05: Inspiring a Shared Vision Module 06: Challenging the Process Module 07: Enabling Others to Act Module 08: Encouraging the Heart Module 09: Basic Influencing Skills Module 10: Setting Goals (Learn more about this online course)

This Diploma in Office Admin and Legal Secretary Skills course is especially suitable for Secretaries and Administrators enthusiastic to work within a legal environment. Throughout the course, you will be introduced to the techniques of becoming a good and efficient Legal Secretary. The course teaches you the fundamentals of the legal system including general duties of a legal secretary, managing meetings, keeping records with a different filing system, developing research skills, managing transcription for judges, etc. You will also learn tips for customer service and how to organize work using Microsoft Word. Finally, the course shows you how the legal system works the courts of the UK including Scotland and Northern Ireland. Course Highlights The price is for the whole course including final exam - no hidden fees Accredited Certificate upon successful completion at an additional cost Efficient exam system with instant results Track progress within own personal learning portal 24/7 customer support via live chat Diploma in Office Admin and Legal Secretary Skills has been given CPD accreditation and is one of the best-selling courses available to students worldwide. This valuable course is suitable for anyone interested in working in this sector or who simply wants to learn more about the topic. If you're an individual looking to excel within this field then Diploma in Office Admin and Legal Secretary Skills is for you. We've taken this comprehensive course and broken it down into several manageable modules which we believe will assist you to easily grasp each concept - from the fundamental to the most advanced aspects of the course. It really is a sure pathway to success. All our courses offer 12 months access and are designed to be studied at your own pace so you can take as much or as little time as you need to complete and gain the full CPD accredited qualification. And, there are no hidden fees or exam charges. We pride ourselves on having friendly and experienced instructors who provide full weekday support and are ready to help with any of your queries. So, if you need help, just drop them an email and await a speedy response. Furthermore, you can check the validity of your qualification and verify your certification on our website at any time. So, why not improve your chances of gaining professional skills and better earning potential. Assessment and Certification 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. After you have successfully passed the final exam, you will be able to order an Accredited Certificate of Achievement at an additional cost of £19 for a PDF copy and £29 for an original print copy sent to you by post or for both £39. Career Path Not only does our CPD and CiQ accredited course look good on your CV, setting you apart from the competition, it can be used as a stepping stone to greater things. Further advance your learning, launch a new career or reinvigorate an existing one. On successful completion of this course, you have the potential to achieve an estimated salary of £22,100. The sky really is the limit. Course Curriculum Admin Support Module One - Getting Started 00:30:00 Module Two - Getting Organized (I) 01:00:00 Module Three - Getting Organized (II) 01:00:00 Module Four - Managing Time 01:00:00 Module Five - Getting It All Done On Time 01:00:00 Module Six - Special Tasks 01:00:00 Module Seven - Verbal Communication Skills 01:00:00 Module Eight - Non-Verbal Communication Skills 01:00:00 Module Nine - Empowering Yourself 01:00:00 Module Ten - The Team of Two 01:00:00 Module Eleven - Taking Care of Yourself 01:00:00 Module Twelve - Wrapping Up 00:30:00 Administrative Management Module One - Getting Started 00:30:00 Module Two - Why Your Office Needs Administrative Procedures 01:00:00 Module Three - Gathering the Right Tools 01:00:00 Module Four - Identifying Procedures to Include 01:00:00 Module Five - Top Five Procedures to Record 01:00:00 Module Six - What to Include in Your Binder (I) 01:00:00 Module Seven - What to Include in Your Binder (II) 01:00:00 Module Eight - Organizing Your Binder 01:00:00 Module Nine - What Not to Include in the Procedure Guide 01:00:00 Module Ten - Share Office Procedure Guide 01:00:00 Module Eleven - Successfully Executing the Guide 01:00:00 Module Twelve - Wrapping Up 00:30:00 Organisational Skills Module One - Getting Started 00:30:00 Module Two - Remove the Clutter 01:00:00 Module Three - Prioritize 01:00:00 Module Four - Scheduling Your Time 01:00:00 Module Five - To Do Lists 01:00:00 Module Six - Paper and Paperless Storage 01:00:00 Module Seven - Organization in Your Work Area 01:00:00 Module Eight - Tools to Fight Procrastination 01:00:00 Module Nine - Organizing Your Inbox 01:00:00 Module Ten - Avoid the Causes of Disorganization 01:00:00 Module Eleven - Discipline is the Key to Stay Organized 01:00:00 Module Twelve - Wrapping Up 00:30:00 Organisational Skills Training for Administrator - Activities 00:00:00 Legal Secretary Introduction to Legal Secretary 00:15:00 Role of Legal Secretaries 00:15:00 General Duties and Day-to-Day Operations of a Legal Secretary 00:30:00 Record Keeping 00:30:00 Legal Writing Skills & Proofreading 00:15:00 Research Skills You Need to Know 00:30:00 Transcription, Editing & Correspondence to Judges 00:30:00 Legal System of UK 00:15:00 UK Court System 00:30:00 Meeting Management & Minute Taking Skills Meeting Management 00:15:00 The Role of a Minute-Taker 00:15:00 The Skills of a Minute-Taker 00:30:00 Meeting Agreements 00:15:00 Minute Styles 00:30:00 What Do I Record? 00:30:00 Techniques for Preparing Minutes 00:30:00 The Minute Book 00:15:00 What to include/what to ignore 00:30:00 Motions and Resolutions 00:15:00 Method of recording minutes 00:30:00 Reasons for Meeting 00:30:00 What is a decision? 00:15:00 Minute Taking tips 00:30:00 **Customer Service Role and Telephone Etiquette** Understanding Customer Service Understanding Customer Service 00:17:00 Identifying Customer Expectations 00:06:00 Providing Excellent Customer Service 00:07:00 Focusing on the Customer Focusing on the Customer 00:08:00 Customer Service and the Telephone Customer Service and the Telephone 00:08:00 Handling Complaints Handling Complaints 00:12:00 Enduring Stress Enduring Stress 00:13:00 Business Communication Identifying Basic Communication Techniques 00:09:00 Formal and Informal Communication 00:02:00 Verbal and Non-verbal Communication Describing Verbal and Non-verbal Communication 00:04:00 Understanding Body Language 00:05:00 Making Effective Presentations 00:10:00 Fundamentals of Productive Meetings 00:08:00 Written Communication Written Communication 00:13:00 Electronic Communication Electronic Communication 00:19:00 Communicating with Graphics Creating Graphics for Business Communication 00:04:00 Communicating Static Information 00:03:00 Communicating Dynamic Information 00:03:00 Effectively Working for Your Boss Representing Your Boss 00:06:00 Communicating Your Boss's Decisions 00:03:00 Supporting Your Boss and Colleagues 00:04:00 Building a Partnership with Your Boss 00:13:00 Identifying Goals Identifying Goals 00:10:00 Effective Energy Distribution Energy Distribution 00:09:00 Time Logs 00:11:00 Working with Your Personal Style Personal World View 00:10:00 Strengths 00:09:00 Building Your Toolbox A Building Your Toolbox 00:10:00 Establishing Your Action Plan Establishing Your Action Plan 00:11:00 **Organizing Work Using MS Word** Getting Started with Microsoft Word Understanding the Word Interface 00:05:00 Using the Backstage View 00:07:00 Opening Documents 00:02:00 Navigating Documents 00:04:00 Viewing Documents 00:04:00 Creating Documents 00:03:00 Entering Text 00:02:00 Selecting Text 00:03:00 Saving Documents 00:03:00 Checking Document Compatability 00:02:00 Converting to Updated File Format 00:02:00 Saving As a Different File Format 00:02:00 Understanding Document Properties 00:03:00 Using Versions 00:04:00

In a world where global challenges demand innovative solutions, "International Development Studies: Humanitarian Aid and Disaster Relief" invites you to broaden your perspective and deepen your understanding of the complex interplay between development, governance, and humanitarian action. This comprehensive course navigates the multifaceted landscape of international development, addressing pressing issues such as global health, poverty, gender, and environmental sustainability. As you explore cutting-edge innovation and technology, you'll gain valuable insights into the intricacies of migration and globalisation. Embark on a transformative journey to become an informed and compassionate global citizen equipped to make a meaningful difference in pursuing a more equitable and just world. Learning outcomes: Grasp the ethical considerations and measurement methodologies in international development. Analyse the role of governance in promoting sustainable development. Investigate the intersection of global health and development initiatives. Examine the impact of gender on development efforts and outcomes. Understand the implications of global poverty, inequality, and economic development. Explore the relationship between environmental sustainability and development strategies. Evaluate the influence of innovation, technology, and migration on development and globalization. Why Prefer this International Development Studies: Humanitarian Aid and Disaster Relief Course? Opportunity to earn a certificate accredited by CPD QS after completing this International Development Studies: Humanitarian Aid and Disaster Relief course Get a free student ID card! (£10 postal charge will be applicable for international delivery). Innovative and engaging content. Free assessments. 24/7 tutor support "International Development Studies: Humanitarian Aid and Disaster Relief" is a comprehensive course that offers an in-depth exploration of the multifaceted world of international development. Beginning with examining the moral and measurement aspects of development, the curriculum delves into the critical role of governance in shaping development outcomes. You will also investigate the crucial link between global health and development and the impact of gender on development processes. The course addresses global challenges, such as poverty and inequality, and examines the role of economic development in addressing these pressing issues. Additionally, you will learn about the interplay between environmental sustainability and development strategies and how innovation and technology can contribute to sustainable development efforts. Lastly, the curriculum covers international migration and its effects on development while introducing various theories of development and globalisation. This holistic approach will equip you with a comprehensive understanding of the complex dynamics of international development, allowing you to make informed decisions and contribute to global development efforts. Certification Upon completing the International Development Studies Course, learners can obtain a certificate to prove their achievement. The following certificate options are available: PDF Certificate: A digital version of the certificate will be emailed to the learner upon request for only £10. Printed Hardcopy Certificate - UK Delivery: For learners within the United Kingdom, a high-quality printed hardcopy of certificate can be delivered to your postal address for only £29. Printed Hardcopy Certificate - International Delivery: For learners outside the UK, a high-quality printed hardcopy of the certificate can be delivered to your international postal address for only £39. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Students and professionals interested in a career in international development. Humanitarian aid workers seeking to enhance their knowledge of development theories and practices. Policymakers and government officials working in development and related sectors. Academics and researchers in development studies, economics, and international relations. Individuals passionate about contributing to global development efforts and creating a more equitable world. Requirements You will not need any prior background or expertise. All you need to take this International Development Studies: Humanitarian Aid and Disaster Relief is - A smart device. A secure internet connection. Being over the age of 16. And a strong drive for learning and literacy. Career path International Development Consultant - £30,000 to £60,000 per year. Humanitarian Aid Worker - £20,000 to £40,000 per year. Project Manager (NGO) - £25,000 to £45,000 per year. Development Policy Analyst - £30,000 to £55,000 per year. Foreign Service Officer - £28,000 to £50,000 per year. Researcher in Development Studies - £25,000 to £45,000 per year.

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Overview The "Child Behaviour Course" provides comprehensive training on autism spectrum disorder and strategies for supporting children with this condition. In the UK, autism affects around 1 in 100 children, highlighting the need for specialized knowledge. This Child Behaviour course equips learners with essential tools to understand the unique challenges and learning needs of autistic individuals, empowering them to make a positive impact. The curriculum covers autism spectrum disorder, associated learning difficulties, diagnostic procedures, cognitive approaches, and practical techniques for engaging with autistic children effectively. Learners gain valuable insights into creating an inclusive and supportive environment for these exceptional individuals. With expert-designed modules, this Child Behaviour course offers a pathway to enhance understanding and skills in working with children on the autism spectrum. Become proficient in Child Behaviour by grasping all the essential knowledge from our top-quality course step by step. Enrol now to ensure that your Child's Behaviour mastery is not limited to only conceptual frameworks! This course will assist you in standing out from the crowd and being more efficient in your chosen area of expertise. Furthermore, if you require assistance with the Child Behaviour course, we will provide experts who will support and guide you. So, add this Child Behaviour course to your cart and boost your personal and career development. In this Child Behaviour course, you will: Sharpen your skills to help you advance your career. Acquire a comprehensive understanding of various related topics and tips from industry experts. Learn in-demand knowledge and skills in high demand among UK employers, which will help to kickstart your career. Details Perks of Learning with IOMH One-to-one support from a dedicated tutor throughout your course. Study online - whenever and wherever you want. Instant Digital/ PDF certificate 100% money back guarantee 12 months access Process of Evaluation After studying the course, an MCQ exam or assignment will test your skills and knowledge. You have to get a score of 60% to pass the test and get your certificate. Certificate of Achievement After completing the Child Behaviour course, you will receive your CPD-accredited Digital/PDF Certificate for £5.99. To get the hardcopy certificate for £12.99, you must also pay the shipping charge of just £3.99 (UK) and £10.99 (International). Who Is This Course for? This Child Behaviour is suitable for anyone aspiring to start a career in relevant field; even if you are new to this and have no prior knowledge, this course is going to be very easy for you to understand.  On the other hand, if you are already working in this sector, this course will be a great source of knowledge for you to improve your existing skills and take them to the next level.  This course has been developed with maximum flexibility and accessibility, making it ideal for people who don't have the time to devote to traditional education. Requirements There is no prerequisite to enrol in this course. You don't need any educational qualification or experience to enrol in the Child Behaviour course. Do note: you must be at least 16 years old to enrol. Any internet-connected device, such as a computer, tablet, or smartphone, can access this online course. Career Path The certification and skills you get from this Child Behaviour Course can help you advance your career and gain expertise in several fields, allowing you to apply for high-paying jobs in related sectors. Course Curriculum Module 01: Child Psychology Child Psychology 00:31:00 Module 02: Attachment and Relationship Building in Childhood Attachment and Relationship Building in Childhood 00:52:00 Module 03: Impacts of Separation and Loss on Attachment Impacts of Separation and Loss on Attachment 00:29:00 Module 04: Factors that Influence Development Factors that Influence Development! 00:38:00 Module 05: Mental Health Problems in Young and Adults Mental Health Problems in Young and Adults 00:17:00 Module 06: Other Mental Health Problems in Young and Adults Other Mental Health Problems in Young and Adults 00:18:00 Module 07: Autism, ADHD and Dyslexia in Young and Adults ADHD and Dyslexia in Young and Adults 00:30:00 Module 08: Dealing With Autism, ADHD and Dyslexia in Young and Adults Dealing With Autism, ADHD and Dyslexia in Young and Adults 00:32:00 Module 09: The Self Harming Behaviour The Self Harming Behaviour 00:21:00 Module 10: Mental Health Treatment and Medicine Mental Health Treatment and Medicine 00:22:00

Planting course is one of our best selling and most popular course. The Planting course is organised into 25 units 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 20hours! 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 Upon successful completion of the course, you will be able to obtain your course completion e-certificate. Print copy by post is also available at an additional cost of 9.99 and PDF Certificate at 4.99.

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This on-demand webinar explores the significant, yet often overlooked, connection between EAL (English as an Additional Language) and student wellbeing in an international context.