17352 Improv courses delivered On Demand

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

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Health: Level 1 Diploma in Hormone Health Embark on a journey to Hormone Health with our Level 1 Diploma course.Learn strategies to optimize your Hormonal Health through diet and lifestyle improvements. Gain knowledge about artificial and anabolic steroid hormones in this comprehensive program. Learning Outcomes: Define the concept of Hormone Health and its significance. Identify different types of hormones and their functions. Explain the role of sex hormones in hormonal health. Analyse strategies for optimizing hormone health through diet. Apply lifestyle improvements to enhance hormonal well-being. More Benefits: LIFETIME access Device Compatibility Free Workplace Management Toolkit Health: Level 1 Diploma in Hormone Health Course Syllabus Hormone Health Basics: Gain a foundational understanding of hormone health, its significance, and its impact on overall well-being. Explore the essential role hormones play in various bodily functions. Types Hormones: Dive into the diverse world of hormones. Learn about different types of hormones and their specific functions in regulating bodily processes, from growth to metabolism. Understanding Sex Hormones: Explore the intricacies of sex hormones, including estrogen, progesterone, and testosterone. Understand their roles in reproductive health, sexual development, and overall hormonal balance. Strategies for Optimising Hormone Health: Discover how dietary choices can influence hormonal health. Learn about nutrition strategies and dietary patterns that promote hormonal balance and overall well-being. Lifestyle Improvements for Better Hormone Health: Explore lifestyle factors that impact hormonal health. Gain insights into the importance of sleep, stress management, exercise, and other lifestyle adjustments for maintaining optimal hormonal balance. Understanding Artificial and Anabolic Steroid Hormones: Delve into the topic of artificial and anabolic steroid hormones. Learn about their effects on the body, potential risks, and ethical considerations surrounding their use.

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Nursing Assistant Level 1 Learning Outcomes: Understand the responsibilities and duties in nursing. Improve communication skills for effective patient care. Learn record-keeping practices with confidentiality. Gain knowledge of the immune system's role in healthcare. Develop expertise in these nursing specialties. More Benefits: LIFETIME access Device Compatibility Free Workplace Management Toolkit Nursing Assistant Level 1 Course Syllabus Job Role in Nursing: Gain a comprehensive understanding of the responsibilities and role of a nursing assistant within the healthcare team. Communication in Healthcare: Develop essential communication skills to interact with patients, their families, and healthcare professionals effectively. Patient Record: Learn the importance of accurate record-keeping and maintaining patient confidentiality in a healthcare setting. Immune System: Dive into the fundamentals of the immune system to comprehend its role in patient care and infection control. Rehabilitation Nursing: Explore the principles and practices of rehabilitation nursing, assisting patients in their journey toward recovery and improved quality of life. Community Nursing: Understand the significance of community nursing and how nursing assistants contribute to healthcare delivery beyond hospital settings, including home care and public health.

Mindfulness & Meditation in Workplace - Level 3 Embark on a journey to inner peace and productivity with our Mindfulness & Meditation in Workplace - Level 3 course. Designed for professionals, this course explores the integration of Meditation into the workplace, addressing common obstacles, and teaching effective techniques to enhance focus, teamwork, and overall well-being. Learning Outcomes: Understand the benefits and implementation of Meditation in the workplace. Identify and overcome common obstacles in practicing Workplace Meditation. Learn various techniques for effective Meditation tailored for the workplace. Master Concentration Meditation to enhance focus and productivity at work. Explore Mindfulness Techniques specifically designed for teams to improve collaboration and workplace harmony. More Benefits: LIFETIME access Device Compatibility Free Workplace Management Toolkit Key Modules from Mindfulness & Meditation in Workplace - Level 3: Meditation in the Workplace: Discover how Meditation can be integrated into daily work routines and its benefits for employee well-being and productivity. Obstacles in Workplace Meditation: Identify common challenges faced while practicing Meditation in the workplace and strategies to overcome them. Techniques for Meditation: Learn a variety of Meditation techniques that can be effectively practiced in a workplace setting. Concentration Meditation: Explore Concentration Meditation methods to enhance mental focus and reduce workplace stress. Mindfulness Techniques for Teams: Understand how Mindfulness can be applied in team settings to improve communication, collaboration, and overall team dynamics.

Risk Assessment, Measurement & Management in Occupational Settings Apply advanced knowledge of risk assessment, measurement techniques, and management strategies to improve occupational safety across diverse workplaces with this incredible Risk Assessment, Measurement & Management Online Course. Learning Outcomes: Define the key components of a Risk Assessment in an occupational setting. Explain the importance of Risk Assessment in maintaining workplace safety. Conduct a basic Risk Assessment using a given template in a simulated occupational environment. Differentiate between qualitative and quantitative methods in Risk Assessment. Assess the effectiveness of various Risk Assessment tools and methodologies in different occupational settings. Develop a comprehensive Risk Assessment plan tailored to a specific occupational setting. Utilise Key Risk Indicators (KRIs) to monitor risks. Interpret data from a Risk Heat Map to prioritise risks Formulate risk mitigation strategies based on the findings of a Risk Assessment. More Benefits: LIFETIME access Device Compatibility Free Workplace Management Toolkit This Risk Assessment course will teach you how to apply advanced knowledge of risk assessment, measurement techniques, and management strategies to improve occupational safety across diverse workplaces. Risk Identification and Assessment: Utilise a Risk Register and Heat Map for effective Risk Assessment. Risk Measurement and Quantification: Collect data and estimate losses using KRIs for targeted Risk Assessment. Risk Mitigation Strategies: Implement Root Cause Analysis and governance for focused Risk Assessment. Risk Financing and Risk Transfer: Master Risk Retention and Transfer techniques for optimal Risk Assessment. Operational Risk Management Framework: Create and integrate an ORMF for aligned Risk Assessment.

Mindfulness and Couple Therapy Diploma Welcome to the Mindfulness and Couple Therapy Diploma, a specialized course that amalgamates the principles of mindfulness with the practice of couple therapy. In an era marked by heightened stress and relationship struggles, this course offers invaluable insights and hands-on techniques to bring about transformative change. Learning Outcomes: Develop a deep understanding of how mindfulness can alleviate stress, anxiety, and depression. Gain skills to implement mindfulness techniques for bad habits and pain management. Master mindfulness practices for enhancing sleep quality. Learn to apply mindfulness to navigate and mitigate relationship conflicts. Acquire a repertoire of mindfulness exercises tailored for couples. More Benefits: LIFETIME access Device Compatibility Free Workplace Management Toolkit Key Modules from Mindfulness and Couple Therapy Diploma: Mindfulness in Stress, Anxiety, and Depression: Learn how mindfulness practices can be a potent tool in managing and reducing stress, anxiety, and depression. Mindfulness for Bad Habits: Delve into the mechanisms of habit formation and how mindfulness can help in breaking negative patterns. Mindfulness for Pain Management: Explore the role of mindfulness in pain perception and management, including both chronic and acute pain. Mindfulness for Better Sleep: Understand the application of mindfulness techniques in improving sleep quality and battling insomnia. Techniques to Redirect Flow of Conflict: Acquire methods to employ mindfulness in resolving relationship conflicts, focusing on communication and empathy. Exercises for Couples: Discover a series of mindfulness-based exercises designed to improve connection, trust, and happiness in relationships.