4105 FEEL courses in Bradford delivered Online

Duration 1 Days 6 CPD hours This course is intended for This course is designed for students who wish to gain a foundational understanding of PowerPoint that is necessary to create and develop engaging multimedia presentations. Overview In this course, you will create and deliver an engaging PowerPoint presentation. You will: Identify the basic features and functions of PowerPoint. Develop a PowerPoint presentation. Perform text formatting. Add and arrange graphical elements. Modify graphical elements. Prepare to deliver your presentation. How do you grab and maintain an audience's focus when you're asked to present important information? By being clear, organized, and engaging. And, that is exactly what Microsoft© PowerPoint© can help you do.Today's audiences are tech savvy, accustomed to high-impact multimedia content, and stretched for time. By learning how to use the vast array of features and functionality contained within PowerPoint, you will gain the ability to organize your content, enhance it with high-impact visuals, and deliver it with a punch. In this course, you will use PowerPoint to begin creating engaging, dynamic multimedia presentations.Note: Most Office users perform the majority of their daily tasks using the desktop version of the Office software, so that is the focus of this training. The course material will also enable you to access and effectively utilize many web-based resources provided with your Microsoft 365 subscription. This includes brief coverage of key skills for using PowerPoint for the Web and OneDrive. Helpful notes throughout the material alert you to cases where the online version of the application may function differently from the primary, desktop version.This course may be a useful component in your preparation for the Microsoft PowerPoint (Microsoft 365 Apps and Office 2019): Exam MO-300 certification exam. Lesson 1: Getting Started with PowerPoint Topic A: Navigate the PowerPoint Environment Topic B: View and Navigate a Presentation Topic C: Create and Save a Basic Presentation Topic D: Navigate in PowerPoint for the Web Topic E: Use PowerPoint Help Lesson 2: Developing a PowerPoint Presentation Topic A: Create Presentations Topic B: Edit Text Topic C: Work with Slides Topic D: Design a Presentation Lesson 3: Formatting Text Topic A: Format Characters Topic B: Format Paragraphs Lesson 4: Adding and Arranging Graphical Elements Topic A: Insert Images Topic B: Insert Shapes Topic C: Create SmartArt Topic D: Insert Stock Media, Icons, and 3D Models Topic E: Size, Group, and Arrange Objects Lesson 5: Modifying Graphical Elements Topic A: Format Images Topic B: Format Shapes Topic C: Customize SmartArt Topic D: Format Icons Topic E: Format 3D Models Topic F: Animate Objects Lesson 6: Preparing to Deliver Your Presentation Topic A: Review Your Presentation Topic B: Apply Transitions Topic C: Print or Export a Presentation Topic D: Deliver Your Presentation Additional course details: Nexus Humans Microsoft PowerPoint for Office 365 (Desktop or Online) - Part 1 ( v1.1) 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 Microsoft PowerPoint for Office 365 (Desktop or Online) - Part 1 ( v1.1) 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.

Overview of Cognitive Behavioural Therapy (CBT) Practitioner Cognitive Behavioural Therapy (CBT) Practitioner is a proven method for improving mental health. This course offers a clear introduction to CBT, making it easy to understand and apply. Many people today face challenges like anxiety and depression, and CBT provides practical tools to help manage these issues. Throughout the course, you will learn the key concepts of CBT Practitioners and how to use various techniques. Each module builds on the last, guiding you through the process step by step. You will also see how CBT can support personal growth and aid children with autism. By the end of this course, you will feel confident using CBT strategies in your own life or helping others. Whether you're a caregiver or looking to enhance your skills, this course opens doors to valuable knowledge in mental health. Join us and take the first step toward making a positive impact. Become proficient in Cognitive Behavioural Therapy (CBT) Practitioner by grasping all the essential knowledge from our top-quality course step by step. Enrol now to ensure that your Cognitive Behavioural Therapy (CBT) Practitioner mastery is not limited to only conceptual frameworks! This Cognitive Behavioural Therapy (CBT) Practitioner 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 Cognitive Behavioural Therapy (CBT) Practitioner, we will provide experts who will support and guide you. So, add this Cognitive Behavioural Therapy (CBT) Practitioner to your cart and boost your personal and career development. In this Cognitive Behavioural Therapy (CBT) Practitioner, 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 Cognitive Behavioural Therapy (CBT) Practitioner career. Enrolling in the Cognitive Behavioural Therapy (CBT) Practitioner can assist you in getting into your desired career faster than you ever imagined. So, without further ado, start now! 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 Certificate of Completion - Digital / PDF Certificate After completing the Cognitive Behavioural Therapy (CBT) Practitioner course, you can order your CPD Accredited Digital / PDF Certificate for £5.99.  Certificate of Completion - Hard copy Certificate You can get the CPD Accredited Hard Copy Certificate for £12.99. Shipping Charges: Inside the UK: £3.99 International: £10.99 Who Is This Course for? This Cognitive Behavioural Therapy (CBT) Practitioner 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 You don't need any educational qualification or experience to enrol in the Cognitive Behavioural Therapy (CBT) Practitioner 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 Cognitive Behavioural Therapy (CBT) Practitioner 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: Introduction to CBT Introduction to CBT 00:37:00 Module 02: CBT Theories and Principles CBT Theories and Principles 00:50:00 Module 03: CBT Tools and Strategies CBT Tools and Strategies 00:49:00 Module 04: CBT Process CBT Process 00:50:00 Module 05: CBT for Personal Growth CBT for Personal Growth 00:42:00 Module 06: Overcoming Anxiety and Depression Overcoming Anxiety and Depression 01:00:00 Module 07: CBT for Children with Autism CBT for Children with Autism 00:49:00 Assignment Assignment - Cognitive Behavioural Therapy (CBT) Practitioner 00:00:00

This session is for anyone who is faced with a difficult situation at work which would benefit from having a positive and mutually beneficial resolution.

Learn the skills of being more confident and assertive in the workplace plus be able to influence people to do the things you would like them to do. Course overview Duration: 1 day (6.5 hours) This ‘Assertiveness and Influencing Techniques’ workshop is interactive and practical and facilitated by a subject matter expert via a virtual platform. Exercises and breakout rooms will be used during this training. Delegates are encouraged to login from a location where they feel safe to turn on their camera, use their microphones and engage in conversations as required. Objectives  The aim of this course is to introduce delegates to a variety of influencing skills and techniques to deal with aggression and challenging situations. These skills and techniques will improve confidence and personal effectiveness when working in groups / meetings. By the end of the course delegates will be able to recognise and define what assertive behaviour is and its benefits, the impact of non-verbal communication and how to use it to enhance influencing behaviours. Content What is influencing and assertiveness? Sources of power Influencing skills and choosing the right approach When to be assertive and alternative behaviours Assertive behaviour Behavioural styles and their impact on working relationships Identifying different behaviour types; assertive, aggressive, passive Building confidence and negotiating a win/win result Developing Skills Communication skills – the language of influence and communication dynamics Different influencing techniques and when to use them The art of saying ‘No’ - having the confidence to challenge Receiving criticism assertively and assertiveness behaviour analysis The language of assertion Meeting skills Giving and receiving feedback Dealing with confrontation, aggression and challenges in a confident manner Practical Exercises and Action Planning Practical exercises will be used throughout the training and the training will culminate with the creation of a personal action plan

Project Manager's Immersion Program A Deep Dive into Project Management Skills for Serious Practitioners

Description: Dog training is a skill that needs proper knowledge, information and training. It will be an advantage if you have a passion for taking care of dogs since dog training will need a lot of patience. If you want to know about dog training, then you might want to consider this dog training course. Through this, you will learn about the basic commands and how to train your puppy. Then know about collar training and reward training. All of these and more are the lessons in this advanced diploma course in dog training. If you are someone who aspires to become an expert in dog training or you just want to improve your dog training skills, then this course is meant for you. Course Highlights Dog Training Extended Diploma is an award winning and the best selling course that has been given the CPD Qualification Standards & IAO accreditation. It is the most suitable course anyone looking to work in this or relevant sector. It is considered one of the perfect courses in the UK that can help students/learners to get familiar with the topic and gain necessary skills to perform well in this field. We have packed Dog Training Extended Diploma into 83 modules for teaching you everything you need to become successful in this profession. To provide you ease of access, this course is designed for both part-time and full-time students. You can become accredited in just 1 day hours and it is also possible to study at your own pace. We have experienced tutors who will help you throughout the comprehensive syllabus of this course and answer all your queries through email. For further clarification, you will be able to recognize your qualification by checking the validity from our dedicated website. Why You Should Choose Dog Training Extended Diploma Lifetime access to the course No hidden fees or exam charges CPD Qualification Standards certification on successful completion Full Tutor support on weekdays (Monday - Friday) Efficient exam system, assessment and instant results Download Printable PDF certificate immediately after completion Obtain the original print copy of your certificate, dispatch the next working day for as little as £9. Improve your chance of gaining professional skills and better earning potential. Who is this Course for? Dog Training Extended Diploma is CPD Qualification Standards and IAO accredited. This makes it perfect for anyone trying to learn potential professional skills. As there is no experience and qualification required for this course, it is available for all students from any academic backgrounds. Requirements Our Dog Training Extended Diploma is fully compatible with any kind of device. Whether you are using Windows computer, Mac, smartphones or tablets, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation. Career Path You will be ready to enter the relevant job market after completing this course. You will be able to gain necessary knowledge and skills required to succeed in this sector. All our Diplomas' are CPD Qualification Standards and IAO accredited so you will be able to stand out in the crowd by adding our qualifications to your CV and Resume. Dog Training Extended Diploma - Updated Version Module 1: Introduction Why Getting 2, 8 Week Old Parson Terrier Puppies Changed My Life And My Career! 00:03:00 Here's What You'll Get From This Course... 00:04:00 Module 2: Feeding Time - Aggression and Stealing Food How To Communicate You're In Charge During Feeding Time 00:10:00 How To Stop Food Aggression And Stealing Food 00:08:00 This Dog Is A Professional At Stealing Food, You'll Be Amazed At What He Does! 00:04:00 Module 3: The Right Way to Greet a Dog How You Greet Your Dog Says So Much More Than Hello - Here's Why 00:12:00 It's Not As Difficult As You May Think To Do And Makes The World Of Difference 00:05:00 Help! What When Visitors Come Round And Get Jumped On? Here's What To Do... 00:05:00 Here's The Right Way For Guests To Enter Your Home And Stop Jumping Up 00:02:00 Module 4: Separation Anxiety How To Stop Dogs Barking, Chewing, Panting And Pacing When Left Alone 00:13:00 The Time To Get This Right Is When They Are A Puppy - Here's How To Do It 00:02:00 Can You Resolve Separation In Dogs Of All Ages? Yes! Here's How... 00:02:00 Module 5: Dog Language - What They're Really Saying! Is Your Dog Trying To Calm You Down?! Find Out Here... 00:09:00 This ONE Technique Works Like Magic With Numerous Unwanted Behaviours 00:10:00 The 3 F's For Dogs And Top Tips 00:11:00 Module 6: The Answers To 10 Popular Dog Questions You Are Likely To Be Asked Read This First As It Will Really Help You With The Following Videos 00:11:00 Here's The Answers To Frequently Asked Dog Training Questions Numbers 1 and 2 00:09:00 Here's The Answers To Commonly Asked Dog Training Questions Numbers 3 and 4 00:09:00 Here's The Answers To Frequently Asked Dog Training Questions Numbers 5 and 6 00:06:00 Here's The Answers To Top Dog Training Questions 7 and 8 00:09:00 Here's The Answers To Commonly Asked Dog Training Questions 9 and 10 00:08:00 Module 7: The Answers To 10 Common Puppy Training Questions That You'll Likely To Be Asked Read This First As It Will Really Help You With The Following Videos 00:11:00 Here's The Answers To Commonly Asked Puppy Training Questions Numbers 1 and 2 00:10:00 Here's The Answers To Popular Puppy Training Questions 3 and 4 00:05:00 Here's The Answers To Common Puppy Training Questions Numbers 5 and 6 00:07:00 Here's The Answers To Popular Puppy Training Questions Numbers 7 and 8 00:06:00 Here' The Answers To Common Puppy Training Questions Numbers 9 and 10 00:09:00 Module 8: Dog Training Consultations With Clients Someone Has Said Yes To A Dog Training Consultation With You - Here's What To Do 00:09:00 Dog Training Consultation Form 00:02:00 Dog Training Confirmation Letter Template - Page 1 00:02:00 Dog Training Confirmation Letter Template - Page 2 00:02:00 Top Tips Of What To Include During Your Dog Training Consultation 00:14:00 Top Tips Of What To Include During A Dog Training Consultation Handout 00:02:00 **Bonus Video** A Demonstration Of A Real-Life Dog Training Consultation **Bonus Video** A Demonstration Of A Real-Life Dog Training Consultation 00:22:00 Agreement Letters To Be Signed After The Consultation 00:06:00 Agreement Letter Template - The One You Sign And Leave With Your Client 00:02:00 Agreement Letter Template - The One Your Client Signs And You Keep 00:02:00 How To Leave A Consultation On A High 00:02:00 The Best 'Feel Good' Dog Poem Ever! 00:02:00 Dog Training Extended Diploma - Old Version Basic Dog Training Introduction 00:30:00 The Basic Commands 01:00:00 Training Your New Puppy 01:00:00 Leash/Collar Training 00:30:00 Head Collar Training 00:30:00 Training Collar or Choke Collar 00:30:00 Reward Training 00:30:00 Crate and House Training 01:00:00 Dog Obedience Training 00:30:00 Dog Training Issues 00:30:00 Advanced Dog Training Exercises 00:30:00 More Dog or Puppy Training Issues and Exercises 01:00:00 Conclusion 00:15:00 Stopping Dog Barking Introduction 00:15:00 My Dog Barks: What to Do? 00:30:00 My dog loves to bark: Understanding the Dog 24/7 00:30:00 The Myths About Dogs 00:15:00 I don't want my dog getting hurt 00:30:00 Dealing with Barking Problem 00:30:00 Controlling his ARF-ARF-ARF 00:30:00 Curious About Barking Reasons 00:30:00 There are still any Reasons Left? 00:30:00 Camp Barking 00:15:00 Training a Dog Yourself The Easy Way 00:30:00 What about a Watchdog 00:15:00 Dog vs. The Neighbours 00:30:00 Uh oh Puppies 00:30:00 I Could only Tolerate so Much 00:15:00 Me and my Dog 00:30:00 Be in Touch with Your Pooch 00:30:00 The Justice System 00:15:00 Conclusion 00:15:00 Show Training Introduction 00:15:00 Dog Shows 00:15:00 I'm a beginner, now what should I do? 00:30:00 Training your Dogs 00:15:00 Taking Care of Your Show dog 00:15:00 Feeding Your Dog in a Nutritious Way 00:15:00 Dog Show Categories 00:15:00 Why Smaller breeds are preferable? 00:30:00 Which Dog Show is perfect for my Dog? 00:15:00 What to remember 00:15:00 Common Terminologies 00:15:00 Conclusion 00:15:00 Mock Exam Mock Exam- Dog Training Extended Diploma 00:30:00 Final Exam Final Exam- Dog Training Extended Diploma 00:30:00

A higher-level diploma programme including the analysis and research of the tourist business, marketing, advertisement, empowerment. Travel and Tourism course includes Travel and exploration knowledge. The most dynamic and rewarding global industries, contributing significantly to the economies of many countries and regions around the world. If you are planning to make your career in this travel and tourism field, we will provide you with true guidance which will lead you through ultimate success. Travel and Tourism course that is specially designed for you. Experts collaborated to develop this course throughout. For anyone who wants to turn a lifelong passion for travel into a rewarding career. Through this Travel and Tourism course, you will learn every aspect of the modern tour industry, Airlines, Airports and International Aviation, Tour Operations Management, the significance of successful distribution in this sector, human resource management in exploring different country or region, managing the countryside for visitor, information and communication technologies for visitors and much more. This Travel and Tourism course can teach you everything about this sector. About how you can transform your passion into a career and be successful. Tourism is a well-known human activity. It has been a massive industry that eventually promotes social and economic advancement. This sector is increasing at an incredible rate across the world. The travel industry continues to thrive despite the vast majority of economic and political pressures. This Travel and Tourism course includes all the current details. According to the most recent numbers, the global travel and tour related sector is worth somewhere around $7.6 trillion - a figure that continues to grow exponentially year after year. The demand for high-quality Travel and Tourism services among both leisure and business travelers has never been greater. Anyone who intends to pursue a Travel and Tourism course we are here to help you. Learning Outcomes After completing this Travel and Tourism course, learner will be able to: Gain a thorough understanding of travel & tourism Gain in-depth knowledge of the accommodation sector Have a solid understanding of airlines, airports and international aviation Understand tour operations management Know how to manage tourism distribution Understand human resource management in tourism Understand marketing management for tourism Know how to manage finance for tourism Understand the law and tourism Know how to manage urban tourism Know how to manage the countryside for tourism Information and communication technologies for tourism Ethics in tourism management Why Choose Tourism : Travel and Tourism Course from Us Self-paced course, access available from anywhere. Easy to understand, high-quality study materials. Travel and Tourism Course Developed by industry experts. MCQ quiz after each module to assess your learning. Automated and instant assessment results. 24/7 support via live chat, phone call or email. Free PDF certificate as soon as completing the course. ***Others Benefits of this Travel and Tourism Course Free One PDF Certificate Access to Content - Lifetime Exam Fee - Totally Free Unlimited Retake Exam [ Note: Free PDF certificate as soon as completing the Travel and Tourism course] Travel related working sector has economic consequences including greater tax revenue and personal income, improved living standards, and created more job possibilities. Whether you're new in this Travel and Tourism course. It does not matter if you are an entry-level learner, this course helps everyone to understand the basics and to educate them fully. We will teach you about managing finances for visiting, Ethics, urban culture and many more. This Travel and Tourism course includes all of the teachings that you can effortlessly learn and apply to your capabilities. Individuals attempting to pursue a career in this industry will gain all the ideas and necessary steps that you can follow from this Diploma in Travel and Tourism course. Understanding of the fundamentals and high-quality education. You can tell the difference from the very first lesson. We will assist you to learn about all the essentials and help you in every step of This Travel and Tourism course. You can always count on us if you ever feel difficulty solving any problem that's given to you. We will provide all kinds of help you need. We can assure you that you can fully trust us with the whole process in completing this Travel and Tourism course. We Ensure the best service. There has never been a better time to start or advance a career in the travel and exploring industry, so enroll in this Travel and Tourism course today and become a part of this interesting industry. Detailed course curriculum of *** Tourism : Travel and Tourism *** Module 1: An Overview of Travel & Tourism What is Travel & Tourism? Tourism Industries The Tourism System The Impacts of Travel and Tourism Management Issues Module 2: The Accommodation Sector: Managing for Quality Common Features of Hotel Operations Tourism Accommodation: The Role of Quality Tourism Accommodation: Managing for Quality Human Resources and Quality Management Module 3: Airlines, Airports and International Aviation Air Transport and Tourism Air Transport Policy European-style Liberalisation Strategic Alliance Networks Module 4: Tour Operations Management The UK Tour Operating Industry The Tour Operating Value Chain Tour Operators' Strategies The Consumer Module 5: Managing Tourism Distribution The Importance of Successful Distribution in Tourism Problems in Relation to the Distribution of Tourism Services Intermediaries in Tourism Distribution Channels Value Chain Approaches Outsourcing Distribution in the Airline Industry Managing Hotel Reservations Systems Managing the Costs of Distribution Module 6: Human Resource Management in Tourism Introduction Skills Shortages in Tourism Education and Training in Tourism Flexibility and Innovation in the Management of Human Resources Recruitment, Retention and Turnover Rewards, Benefits and Compensation Managing Quality Through Human Resources Module 7: Marketing Management for Tourism Managing the Strategic-Tactical Tension Stirring Around the Marketing Mix The Marketing Process and the Marketing Plan Branding as a Focus for Marketing Effort Module 8: Strategy for Tourism Mission and Stakeholders Strategic Analysis Strategic Choice Strategic Implementation Module 9: Managing Finance for Tourism Long-term Investment Decisions Investment Appraisal Methods Dealing With Risk Positive Aspects of Risk and Uncertainty Financing Decisions Module 10: The Law and Tourism The Package Travel Regulations 1992: Provisions and Responses Module 11: Managing Urban Tourism A Framework for Managing Urban Tourism Marketing Urban Tourism: Place Versus Territory Module 12: Managing the Countryside for Tourism: A Governance Perspective Tourism in the Countryside The Governance of the Countryside The Rural Governance Model Module 13: Site and Visitor Management at Natural Attractions The Management Task Operational Techniques Module 14: Information and Communication Technologies for Tourism E-Tourism and the Tourism Industry - Strategic and Tactical Functions E-Tourism Impacts on the Marketing Mix E-Airlines E-Hospitality E-Tour Operators E-Travel Agencies Module 15: Destination Marketing and Technology Use of Websites in Destination Marketing Identifying Visitors Forms of Web-based Data Mining Module 16: Tourism and the Environment What is the Tourism Environment? Managing the Tourism-environment Relationship Module 17: International Tourism: The Management of Crisis What is a Tourism Crisis? Principles of Tourism Crisis Management Managing a Tourism Crisis: A Framework Module 18: Ethics in Tourism Management Conflicts Surrounding Ethics Ethical and Responsible Business A Plethora of Codes Responsible Travel Market Trends Tour Operators Assessment Method After completing each module of the Travel and Tourism Course, you will find automated MCQ quizzes. To unlock the next module, you need to complete the quiz task and get at least 60% marks. Once you complete all the modules in this manner, you will be qualified to request your certification. Certification After completing the MCQ/Assignment assessment for this Travel and Tourism Course, you will be entitled to a Certificate of Completion from Training Tale. It will act as proof of your extensive professional development. The certificate is in PDF format, which is completely free to download. A printed version is also available upon request. It will also be sent to you through a courier for £13.99. Who is this course for? This Travel and Tourism Course is ideal for anyone looking to begin or further an existing career in the Travel & Tourism sector. Requirements There are no specific requirements for Travel and Tourism Course because it does not require any advanced knowledge or skills. Career path Candidates who successfully complete our Travel and Tourism Course may choose to pursue a wide range of careers, including: Travel agent Tour guide Holiday representative Accommodation booker Concierge manager Cruise ship director Information clerk Recreation worker Tour and travel guide Certificates Certificate of completion Digital certificate - Included

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

Join us for an enlightening masterclass on Ego-Strengthening, a transformative technique used in hypnosis to help individuals build resilience, self-worth, and emotional strength. This powerful tool fosters personal growth and healing by strengthening the core sense of self, helping clients overcome challenges and reduce the impact of anxiety, trauma, and negative thought patterns.

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