351 Courses in Birmingham

A half day workshop exploring practical ways we can invest in our workplace happiness.

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

It will help to return to your own resources based on self trust and intuition

I am a DJ with over 20 years of experience playing for crowds at some of the most well-respected venues, events, and festivals across the globe. I have played DJ sets for crowds of anywhere between a small, intimate group, right up to over 10,000 people at events such as 'Burning Man' in the USA.    My styles can either be of a dance tempo involving deep, melodic, trance-inducing beats, which are perfect for any dancefloor space large or small.   Or I have many years of experience in selecting the perfect eclectic soundtrack for sunset moments, chill-out spaces, or creating magical background atmospheres within various events and spaces.   For all enquiries, please contact me here.

As a qualified crystal healer, I can come to your home and provide a 1hr crystal healing session.   We can work on any areas you may be aware of that require some attention. Or I can do a full body scan and assessment, free up an unbalanced energy flow within the body and bring everything back into alignment.   I can also free the body from any negative energies and restore positive balance and harmony within. These sessions are a fantastic way to relieve stress and promote healing. For more information or booking enquiries, please contact me here.

As a qualified Reiki master, I can come to your home and provide a 1hr Reiki healing session.   We can work on any areas you may be aware of that require some attention. Or I can do a full body scan and assessment, free up an unbalanced energy flow within the body and bring everything back into alignment. These sessions are a fantastic way to relieve stress and promote healing. For more information or booking enquiries, please contact me here.

I occasionally organise one-off events such as outdoor sound journeys & gong baths in magical woodland locations, peaceful parks or on beautiful beaches. Sometimes under the stars with a fire. Any upcoming events like this will be listed HERE (Eventbrite). So be sure to check regularly.   I also occasionally organise all-night puja events. Guests are invited to bring comfy bedding and everything they need to spend a whole night sleeping to the subtle healing frequencies of gongs and other powerful healing instruments that continue throughout the whole night. These events will begin with a welcome ceremony, followed by a beautiful meditation session. After this, we all lay down, get comfortable, relax and slowly fall into a beautiful deep sleep. In the morning we gently awaken feeling refreshed, revitalised and re-energised. Any upcoming events like this will be listed here. So be sure to check regularly.

I am also available for various events such as festivals, corporate functions, weddings, etc. I regularly receive bookings across the UK, in Europe and beyond. I have provided sound journeys & gong baths in gardens, halls, marquees, tents, private villas and even upon large private boats! Anything is possible… Please contact me with your enquiry.

I offer private immersive sound journey & gong bath sessions for groups of up to 19 people. These can be completely tailored to your specific requirements.   We can work with a theme of your choice, or I am happy to make helpful suggestions. Popular themes tend to be complete relaxation sessions, stress relief, recharge & re-energizing, and events around the time of a new moon (perfect for setting new intentions) or a full moon (a great opportunity to let go of things that no longer serve us). I have two beautiful venues that I regularly use in Bournemouth and in Southbourne. I often use these for private group sessions and provide everything that is needed for you and your friends to enjoy a magical sound and vibration journey like no other. For all enquiries, please contact me.

I also offer private immersive sound journey & gong bath sessions for groups large or small. Similar to my private 1:1 or 2:1 sessions, these can be completely tailored to your specific requirements. I come to your home, venue or event and provide everything that is needed for you and your guests to enjoy a magical sound and vibration journey like no other. For all enquiries, please contact me.