6552 Courses delivered Online

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

Mental Health, Psychiatry, Anxiety and Depression Management Diploma Welcome to the Mental Health, Psychiatry, Anxiety, and Depression Management Diploma. This course offers a multi-disciplinary approach to mastering the various facets of Psychiatry. As mental health gains overdue attention, the role of professionals versed in psychiatry and mental well-being becomes more vital than ever. Learning Outcomes: Acquire foundational knowledge in Mental Health Awareness. Understand the intricacies of Mood Disorders. Tackle the issue of Mental Health Stigma. Develop techniques for Beating Anxiety. Learn how to Overcome Your Stuck Points. Equip yourself with strategies for Battling Depression. More Benefits: LIFETIME access Device Compatibility Free Workplace Management Toolkit Key Modules from Mental Health, Psychiatry, Anxiety and Depression Management Diploma: Mental Health Awareness: Build a robust understanding of mental health fundamentals, setting the stage for your journey into Psychiatry. Mood Disorder: Understand the complexities surrounding mood disorders, a cornerstone topic in Psychiatry. Mental Health Stigma: Learn about the stigmas associated with mental health, equipping you to combat societal misconceptions in the field of Psychiatry. Beating Anxiety: Delve into actionable strategies and therapies aimed at anxiety reduction, a critical skill set in Psychiatry. Overcome Your Stuck Points: Identify and navigate life's hurdles, leveraging Psychiatry to facilitate a better quality of life. How to Battle Depression: Master techniques and treatments for mitigating depression, rounding off your comprehensive understanding of Psychiatry.

Autism course aims to provide learners with a better understanding of autism spectrum disorder (ASD) and how it impacts the individual, along with effective strategies for supporting individuals with ASD.

Equip yourself and your organization with the essential tools to tackle and prevent sexual harassment in the workplace. This comprehensive course covers the legal aspects, identification, response, and prevention strategies, providing a rounded understanding that is crucial in today’s work environment.

Overview: Support Worker Training Program   Welcome to our comprehensive 'Support Worker Training' program, designed to empower individuals with the knowledge and skills necessary to excel in the field of support work. In today's dynamic healthcare environment, the demand for compassionate and well-trained support workers is higher than ever. Our program addresses key aspects of support work through a series of engaging and informative modules.   Module 1: Introduction to Support Work Gain a solid foundation in the principles and ethics of support work. Understand the importance of effective communication, boundaries, and establishing trust with clients.   Module 2: Understanding Disabilities Delve into the world of disabilities. Learn about various types of disabilities, their impact on individuals, and strategies for creating inclusive and supportive environments.   Module 3: Supporting Clients with Physical Disabilities Explore the unique challenges faced by individuals with physical disabilities. Acquire practical skills in assisting with mobility, adaptive equipment, and promoting independence.   Module 4: Supporting Clients with Mental Health Challenges Develop a deep understanding of mental health challenges. Learn to recognize symptoms, provide emotional support, and contribute to the overall well-being of clients facing mental health issues.   Module 5: The Role of the Support Worker in Promoting Mental Health and Well-being Discover proactive approaches to mental health promotion. Explore strategies for fostering a positive environment, promoting self-esteem, and supporting clients in their journey towards mental well-being.   Module 6: The Role of the Support Worker in Crisis Intervention Equip yourself with crisis intervention skills. Learn to identify, assess, and respond to crisis situations effectively. Understand the importance of collaboration with other professionals and agencies in crisis management.   Why Choose Our Support Worker Training Program? Comprehensive Curriculum: Our program covers a wide range of topics essential for success in support work. Expert Instructors: Learn from experienced professionals in the field who bring real-world insights to the training. Interactive Learning: Engage in hands-on activities, case studies, and simulations to reinforce your understanding. Flexible Learning: Access modules at your own pace, making it convenient for working professionals or those with busy schedules. Career Advancement: Position yourself as a highly skilled and sought-after support worker in the competitive healthcare industry.   Embark on a rewarding journey with our 'Support Worker Training' program, where knowledge meets compassion, and together, we make a difference in the lives of those who need it most. Enroll now and take the first step toward a fulfilling career in support work. Course Curriculum Module 1 - Introduction to Support Work Introduction to Support Work 00:00 Module 2_ Understanding Disabilities Understanding Disabilities 00:00 Module 3_ Supporting Clients with Physical Disabilities Supporting Clients with Physical Disabilities 00:00 Module 4_ Supporting Clients with Mental Health Challenges Supporting Clients with Mental Health Challenges 00:00 Module 5_ The Role of the Support Worker in Promoting Mental Health and Well-being The Role of the Support Worker in Promoting Mental Health and Well-being 00:00 Module 6_ The Role of the Support Worker in Crisis Intervention The Role of the Support Worker in Crisis Intervention 00:00

Our Equality and Diversity Training course covers the Equality Act 2010 and discusses the details relating to discrimination as well as unfair treatment within a professional environment.

Have you ever felt that you are living life on autopilot? Going through the motions and being buffeted by life’s storms? If so, during this workshop, you will discover how to disengage your autopilot, to understand why we do what we do, gain clarity and a new perspective on what is happening in your life, plus explore the wonderful opportunities for positive change using NLP in order to take back the controls of your life.

Learn about both short-term and long-term resilience, the types of situations where you need each, and a range of different NLP strategies

This session is a quick fire session into designing your vision and aligning your life. 90 minutes dedicated to your own development to ignite your reticular activator into setting yourself up for success in 2024.

Cognitive Behavioural Therapy (CBT) and REBT Diploma Unlock your mind's potential with Cognitive Behavioural Therapy (CBT). Address common conditions and phobias with our combined CBT and REBT Diploma. Elevate your therapeutic practice through cutting-edge CBT techniques. Learning Outcomes: Master key Cognitive Behavioural Therapy (CBT) techniques. Apply CBT to manage common psychological conditions. Navigate the Cognitive Behavioural Therapy (CBT) guide proficiently. Understand the fundamentals of REBT. Utilize REBT to treat phobias effectively. More Benefits: LIFETIME access Device Compatibility Free Workplace Management Toolkit Key Modules from Cognitive Behavioural Therapy (CBT) and REBT Diploma: Cognitive Behavioral Therapy (CBT) Techniques: Acquire and implement advanced Cognitive Behavioural Therapy (CBT) techniques in diverse therapeutic settings. CBT in Common Conditions: Explore the applicability and effectiveness of CBT for treating common psychological conditions. CBT Guide: Become adept at utilising the Cognitive Behavioural Therapy (CBT) guide for patient diagnosis and treatment planning. About REBT: Gain a comprehensive understanding of the Rational Emotive Behavior Therapy (REBT) framework. REBT in Nutshell: Grasp the essential tenets of REBT for efficient implementation in therapeutic contexts. REBT-for-Phobia: Develop specialised REBT approaches for treating phobias, amplifying your toolkit in Cognitive Behavioural Therapy (CBT).