7613 Courses in Cardiff delivered Online

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

Enhance your professional skills in Health & Care with our Mandatory Refresher Training. Covering critical areas from First Aid to Mental Health, this training is designed to update and deepen your knowledge in Health Care settings. Ensure compliance and excellence in Care with our comprehensive course offerings. Learning Outcomes Administer effective First Aid as a Health Care professional. Apply specialised paediatric First Aid techniques in Care settings. Understand comprehensive Care Certificate standards for Health & Care. Advance in Health & Care with a Level 3 Diploma in Health & Social Care. Fulfill Duty of Care obligations with updated practices. Enhance communication within Health Care settings. Manage information securely and efficiently in Care environments. Implement robust infection control protocols in Health & Care. Promote equality and inclusion within Care settings. Adopt person-centred approaches to improve Care quality. Address mental health issues with confidence in Health Care. This Mandatory Refresher Training Bundle comes up with the following courses:Course 01: First Aid at Work Essentials of First Aid in Health & Care: Equip Health Care professionals with the skills necessary to respond to emergencies effectively. Course 02: Paediatric First Aid Specialised First Aid for Children: Focus on paediatric emergencies and preventative measures in Care settings. Course 03: Care Certificate Foundations of Professional Care: Standardized training fulfilling the Care Certificate requirements to ensure high-quality Health & Care services. Course 04: Level 3 Diploma in Health & Social Care Advanced Practices in Health & Care: Enhance your qualifications with advanced knowledge crucial for Health & Care professionals. Course 05: Duty of Care Ethical and Legal Practices in Care: Understand and apply Duty of Care to safeguard and promote the interests of those receiving Care. Course 06: Communication in Care Settings Effective Communication Techniques: Master communication skills to improve interactions and understanding within Health Care environments. Course 07: Information Handling in Care Settings Confidentiality and Data Management: Training on secure handling of information in compliance with Care standards. Course 08: Infection Prevention and Control in Care Settings Maintaining Safe Care Environments: Strategies to prevent and control infections, critical for patient and staff safety in Health Care settings. Course 09: Equality and Inclusion in Care Settings Promoting Diverse and Inclusive Care: Address and foster equality and inclusion practices within Health Care facilities. Course 10: Person Centred Approaches in Care Settings Individualized Care Strategies: Emphasize the importance of person-centred Care to enhance patient satisfaction and outcomes. Course 11: Mental Health Mental Health Awareness and Support: Equip staff with the skills to recognize and address mental health issues effectively in Health & Care settings.

This workshop-based bite-size will provide space to explore some practical tools and ideas on how to be more resilient when faced with challenging and tough situations. There is an opportunity to do a self assessment and bring it to the day as a means to identify areas to work on and begin to master skills that will enhance resilient thinking. There will be time to explore what resilience is and understand the range of practical tools and techniques available that can be used beyond the workshop itself. By the end of the workshop participants will be able to: Discuss and evaluate their personal strengths and areas for development in being more resilient at work Understand what resilience involves and how to identify and challenge their own beliefs that undermine resilience Understand the four aspects of resilience - confidence, adaptability, building support and maintaining a clear perspective Understand how to use resiliency tools to help to cope better with the challenge of change Review and evaluate their learning and have an action plan to take back and implement in the workplace 1 Welcome, introductions and objectives Breaking the ice 2 Identifying current challenges in relation to work How we handle these challenges 3 Defining resilience and how and why it helps our personal effectiveness and thinking 4 Resilience skills and how to develop them 5 Learning a resilience tool that promotes new ways of thinking / working 6 Review and evaluation of learning Action planning

Designed to identify and discuss Personal Protective Equipment, correct hand hygiene, standard precautions when working with customers, dealing with sharps, COSHH and a brief look at specific infections.

This course aims to provide a more in depth understanding of confidentiality and record keeping. Providing information on the importance of accurate and true record keeping.

Throughout this course, we explore key topics including the historical context of LGBTQ+ rights, the impact of societal attitudes on mental health, and the importance of affirming practices in therapy. You will also learn about the intersectionality of LGBTQ+ identities with other aspects of diversity, such as race, ethnicity, and socioeconomic status, providing a holistic view of your clients’ experiences. Our goal is to create a deeper understanding and awareness of the LGBTQ+ community, empowering you to build meaningful, respectful relationships with clients and colleagues from all backgrounds. By the end of this course, you will be better equipped to challenge biases, advocate for inclusivity, and support the mental health needs of LGBTQ+ individuals.

Mental Health First Aid (MHFAider) is an internationally recognised training course that teaches people how to spot the signs and symptoms of mental ill health and provide help on a first aid basis. We don't teach people to be therapists, but we do teach people how to respond in a crisis, and how to reach out before a crisis happens. The training gives people tools to support themselves and each other, so everyone can talk about mental health and seek help when needed. As an MHFAider you will be able to: Recognise those that may be experiencing poor mental health and provide them with first-level support and early intervention Encourage a person to identify and access sources of professional help and other support Practise active listening and empathy Have a conversation with improved mental health literacy around language and stigma Discuss the role in depth, including boundaries and confidentiality Practise self-care This course is ideal for those who would like to become an MHFAider to: Gain the knowledge and skills to spot signs of people experiencing poor mental health Be confident starting a conversation and signpost a person to appropriate support Alongside the best evidence-based Mental Health First Aid (MHFA) training, MHFAiders are also provided with three-year access to ongoing learning and support through the MHFAider Support App 1 Introduction to MHFAider (3 hours 30 mins) MHFA and the MHFAider role Introduction to the MHFAider Action Plan 'ALGEE' What is Mental Health? Helpful and unhelpful language Undersign our Frame of Reference, understanding how we make sense of the world Understanding stress & the Stress Container 2 Understanding Mental Health (4 hours) What influences mental health? The Mental Health Continuum What is anxiety? What is a traumatic event? Active listening and empathy What are eating disorders? What is self-harm? What is substance misuse? MHFA conversation practice 3 MHFAider in practice (4 hours) Applying ALGEE What is depression? What is suicide? What is psychosis? MHFA conversation practice 4 Next steps (3 hours) Recovery and lived experience Applying ALGEE Boundaries in the MHFAider role MHFA conversation practice Moving forward in the MHFAider role and your MHFA action plan Self-care

Duration 1 Days 6 CPD hours This course is intended for This course is intended for anyone engaged with teams or looking to live a more fulfilling life. Overview Upon successful completion of this course, participants will gain a new perspective on themselves and their emotions, and increase their value to society. In this course, participants will learn how beneficial becoming more self-aware can be and see how a highly self-aware person becomes more equipped to deal with daily life and its challenges. Getting Started Workshop Objectives Action Plan What is the Self? The Physical Self The Emotional Self The Mental Self The Spiritual Self Practical Illustration Awareness of the Physical Self Scanning Progressive Relaxation Physical Stressors Exercise Practical Illustration Time Management Organization Goal Management Priorities Procrastination Practical Illustration The Emotional Self Validity of Emotions Utility of Emotions Emotional Arousal Emotional Valence Practical Illustration Mood Management Emotional Intelligence Categories of Emotion Increasing Arousal Decreasing Arousal Practical Illustration The Mental Self Thinking Style Learning Style Personality Stinking Thinking Practical Illustration Interpersonal Awareness Addressing Different Thinking Styles Addressing Different Learning Styles Active Listening and Body Language Transactional Analysis Practical Illustration The Spiritual Self Mindfulness Meditation Cultivating Positivity Gratitude Practical Illustration Limitations of Self Awareness Navel Gazing Excessive Self Discipline Developing Humility Developing Empathy Practical Illustration Independence versus Interdependence What is Interdependence? Systems Theory More Than the Sum of All Parts Team Building Practical Illustration Wrapping Up Words from the Wise Additional course details: Nexus Humans Improving Self Awareness training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Improving Self Awareness course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

🌟 Elevate Your Workplace Experience with 'Office Ergonomics Training' 🌟   Are you tired of long hours at your desk, dealing with discomfort and stress? Are you looking to create a workspace that fosters productivity, health, and overall well-being? Look no further! Introducing our comprehensive 'Office Ergonomics Training' - the ultimate solution to transform your workspace into a haven of comfort and efficiency.   🖥️ Module 1: Introduction to Office Ergonomics Desk and Chair Setup Discover the foundations of office ergonomics. Learn the essentials of setting up your desk and chair for optimal comfort and productivity. Bid farewell to aches and pains caused by improper seating arrangements.   👩‍💻 Module 2: Computer Ergonomics and Setup Posture Dive into the intricacies of computer ergonomics. Uncover the secrets to configuring your computer setup to reduce strain and enhance your posture. Say goodbye to neck and back pain with expert tips on screen placement and keyboard positioning.   🌐 Module 3: Creating an Ergonomic Workstation Setup and Remote Work Explore the art of crafting the perfect ergonomic workstation. Whether you're in the office or working remotely, this module equips you with the knowledge to create a comfortable and efficient workspace, ensuring peak performance wherever you are.   💼 Module 4: Ergonomics for Active Workstations and Workplace Stress Management Discover the benefits of active workstations and stress-busting techniques. Improve your energy levels and mental well-being with practical exercises and stress management strategies that seamlessly integrate into your work routine.   🌱 Module 5: Ergonomics for a Sustainable and Eco-Friendly Home Office Setup Go green with our module on sustainable and eco-friendly home office setups. Learn how to reduce your environmental footprint while enhancing your workspace. Discover eco-conscious choices for furniture, lighting, and office supplies.   🏢 Module 6: Ergonomics for Hybrid Work Environments and Additional Resources Navigate the challenges of hybrid work environments with confidence. This module provides insights into maintaining ergonomic practices in varied work settings. Additionally, access a wealth of resources for ongoing support and knowledge.   🚀 Benefits of 'Office Ergonomics Training': Boost productivity and focus Reduce the risk of musculoskeletal issues Enhance overall well-being and job satisfaction Adapt to various work environments with ease Contribute to a sustainable and eco-friendly workspace   🌐 Who Should Enroll: Office workers Remote workers Managers and team leaders Health and safety enthusiasts Anyone seeking a healthier and more comfortable workspace   🎓 Enroll Today and Revolutionize Your Workspace! Invest in your health, comfort, and productivity. Join 'Office Ergonomics Training' and transform your workspace into a haven of well-being. Don't miss this opportunity to create a workspace that works for you!   Course Curriculum Module 1- Introduction to Office Ergonomics Desk and Chair Setup Introduction to Office Ergonomics Desk and Chair Setup 00:00 Module 2- Computer Ergonomics and Setup Posture Computer Ergonomics and Setup Posture 00:00 Module 3- Creating an Ergonomic Workstation Setup and Remote Work Creating an Ergonomic Workstation Setup and Remote Work 00:00 Module 4- Ergonomics for Active Workstations and Workplace Stress Management Ergonomics for Active Workstations and Workplace Stress Management 00:00 Module 5- Ergonomics for a Sustainable and Eco-Friendly Home Office Setup Ergonomics for a Sustainable and Eco-Friendly Home Office Setup 00:00 Module 6- Ergonomics for Hybrid Work Environments and Additional Resources Ergonomics for Hybrid Work Environments and Additional Resources 00:00

🌟 Unlock Tranquil Well-Being with 'Harmony Living: A Journey to Tranquil Well-Being' Online Course! 🌟 Are you ready to embark on a transformative journey towards a life of serenity and balance? Introducing our groundbreaking online course, 'Harmony Living,' designed to guide you on a path to tranquil well-being, where inner peace and harmony become your daily companions.   🌺 What Awaits You in Harmony Living? ✨ Module 1: Discover Your Inner Harmony Uncover the keys to understanding your inner self, cultivating mindfulness, and embracing the power of positive thinking. Learn to navigate life's challenges with grace and resilience. ✨ Module 2: Nourish Your Mind and Body Explore holistic practices for mental and physical well-being. From mindful eating to rejuvenating exercises, discover how to create a harmonious connection between your mind and body. ✨ Module 3: Cultivate Positive Relationships Foster meaningful connections with others by mastering the art of effective communication, empathy, and conflict resolution. Create a supportive network that elevates your well-being. ✨ Module 4: Design Your Tranquil Space Transform your living environment into a sanctuary of peace. Dive into the principles of Feng Shui, decluttering, and intentional design to create a space that promotes relaxation and rejuvenation.   🌈 Why Choose Harmony Living? Expert Guidance: Our course is crafted by seasoned experts in mindfulness, psychology, and holistic living to ensure you receive the best guidance on your well-being journey. Flexible Learning: Access the course at your own pace, anytime, and from anywhere. Whether you're a busy professional or a stay-at-home parent, Harmony Living fits seamlessly into your lifestyle. Community Support: Join a community of like-minded individuals on the same journey. Share experiences, seek advice, and celebrate victories together in a supportive online environment. Lifetime Access: Enjoy lifetime access to all course materials and updates. Revisit modules whenever you need a refresher or explore new content as we continue to enhance the Harmony Living experience.   Embark on your journey to tranquil well-being today! Transform your life, cultivate harmony, and embrace a future filled with serenity. Don't miss out on this opportunity to invest in your well-being. Join 'Harmony Living' now and take the first step towards a life of lasting tranquility! Course Curriculum Harmony Living: A Journey to Tranquil Well-Being Introduction To A Zen Lifestyle 00:00 The Meaning Of Zen 00:00 The Breath Is Key 00:00 Switch Your Perspective 00:00 Simplifying Your Life 00:00 Being Mindful Of The Present Moment 00:00 Meditating A Little Each Day 00:00 Establishing A Daily Routune 00:00 Respecting & Appreciating Life 00:00 Final Thoughts & Tips 00:00