Name: Employee Engagement 1 Day Training in Nottingham
Price: 595 GBP
Availability: InStock

Derby

<h1 dir="ltr" id="isPasted" fr-original-style="" style="box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Course Overview:</span></h1><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">This training based on leading teams will help you to develop anyone that leads a team or is involved in a leadership role. It is also useful for those that are about to embark on a position of leadership or need to develop their leadership skills.</span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Course Contents:</strong></span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Having an effective team around you is crucial. However, it is an area that is often left to chance, which can lead to de-motivated individuals that do not feel part of the business and consequently do not perform. This course looks at what it takes to lead an effective team and how you can get the best out of the people in it by understanding the role of the leader, both personally and from the point of view of the team.</span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Course Topics:</strong></span></p><ul fr-original-style="" style="box-sizing: border-box;"><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Qualities of an Effective Leader</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Identifying the key characteristics of effective leaders, rating themselves against them and establishing key actions to develop the skills.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Leader or Manager?</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Establishing the difference between the two and comparing themselves to those qualities.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">That Vision Thing</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Making the business vision &lsquo;live&rsquo; for the team by answering key questions.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Developing Your Team Goals</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Reviewing an action plan that develops clear goals for their team based on the business vision.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Motivation</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Determining the &lsquo;Why&rsquo; for their staff and developing an understanding of emotions in a business context.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">What Motivates?</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Looking at specific motivators for individuals and understanding that everyone is motivated by different things.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Being Consistently Different</strong>&nbsp;</span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&ndash; Going against popular leadership theory and identifying that each staff member needs to be treated differently.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Dealing With Difficult Team Members</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Understanding why team members are difficult. Looking at different behavior types and strategies for responding to them. Also, realizing that &lsquo;difficult&rsquo; behavior sometimes has its benefits.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Coaching</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Using a simple method of coaching, including action plans.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Three Key Skills of Coaching</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Looking at the skills required to be an effective coach.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Instant Results Coaching</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Coaching in a hurry!</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Can Do Coaching Practice</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Putting the learning into practice</span></p></li></ul><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Course Feature:</strong></span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">By the end of this training you will be able to:</span></p><ul fr-original-style="" style="box-sizing: border-box;"><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Explain the qualities of an effective leader</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Benchmark themselves against those qualities and develop actions to improve</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Explain the difference between leading and managing</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Explain the value of sharing the business vision with the team</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Develop team goals based on the business vision</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Motivate their staff by understanding their drivers and developing actions to support them</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Deal with difficult staff members</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Challenge staff in a meaningful and effective way</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Coach staff effectively using a simple process</span></p></li></ul><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Certification:</strong></span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Once after the training you receive course completion certificate from Mangates</span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Who can Attend?</strong></span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Anybody who is interested in learning Effective Skills to Lead a Team.</span></p>

Certificate: Course Completion Certificate | Language: English

Duration: 1 Day | Credits: 8 PDUs

Course Delivery: Classroom | Virtual Live

Lunch and Beverages are included in a classroom session

Course Overview:

No matter if you are the boss at your company or an employee, change affects everyone. In dealing with change, people must address their own thoughts, feelings and behaviors first to be able to go through the labyrinth of change.

There are loads of books and training programs addressing organizational change. The different thing about this training program is that it focuses on personal reactions and emotions and what it actually feels like during a workplace change or a personal change. It provides you with a logical framework to assist you in gaining perspective on the change situation you are facing and its impact and helping you develop insight that will guide you through the transition.

The goal of this one day program is to help you take responsibility for how you react and respond to change by giving you a set of tools and techniques of self-awareness and assessment to light up the curves and sometimes bumpy ride on your road to change.

Learning Objectives:

After completing this course, delegates will be able to: 
Clearly understand how it feels like during a change situation.
Understand and follow a six step process to help you take responsibility for how you react and respond to change.

Agenda:

Module One: Introduction to Change
The 5 key principles of change
Readiness for change – self assessment questionnaire
The change curve
The link between change and memory

Module Two: Loss & Doubt (Step 1&2)
Step 1 loss to safety
Choices model and the burning platform
Step 2 Doubt to reality
The six basic questions

Module Three: Discovery (Step 3&4)
Step 3 Discomfort to motivation
Self reframing
Step 4 Discovery to perspective
Force field analysis

Module Four:  Integration (Step 5&6)
Step 5 Recognizing the benefits of the change
Changes you survived - Activity
Step 6 Experiencing integration after the change
Change analogy – the flying trapeze

Target Audience:

Individuals at all levels who wish to learn and follow a logical process in order to deal effectively with personal change.

Mangates

Change Management - Change Matters 1 Day Training in Derby

The sale ends 5 days before the event starts.

Early Bird Fee

The sale ends 10 days before the event starts.

Standard Fee

Certificate: Course Completion Certificate | Language: English

Duration: 1 Day | Credits: 8 PDUs

Course Delivery: Classroom | Virtual Live

Lunch and Beverages are included in a classroom session

Course Overview:

Writing is a key method of communication for most people, and it"s one that many people struggle with. Writing and communication skills have degraded with more and more people communicating through email and text messaging. Developing writing skills is still important in the business world as creating proper documents (such as proposals, reports, and agendas), giving you that extra edge in the workplace.

The Business Writing workshop will give you a refresher on basic writing concepts (such as spelling, grammar, and punctuation), and an overview of the most common business documents. These basic skills will provide you with that extra benefit in the business world that a lot of people are losing.

Learning Objectives:

After completing this course, delegates will be able to: 

Write business documents to a professional standard and conforming to acceptable formats
Present information in an organised, structured way so as to achieve a specific objective
Use a business-like style and vocabulary, while displaying sensitivity to different levels of reader expertise
Express ideas with confidence and clarity, supporting persuasive and logical arguments

Agenda:

Module One: Working with Words
Spelling
Grammar
Creating a Cheat Sheet

Module Two: Constructing Sentences
Parts of a Sentence
Punctuation
Types of Sentences

Module Three: Creating Paragraphs
The Basic Parts
Organization Methods

Module Four: Writing Meeting Agendas
The Basic Structure
Choosing a Format
Writing the Agenda

Module Five: Writing Emails
Addressing Your Message
Grammar and Acronyms

Module Six: Writing Business Letters
The Basic Structure
Choosing a Format
Writing the Letter

Module Seven: Writing Proposals
The Basic Structure
Choosing a Format
Writing the Proposal

Module Eight: Writing Reports
The Basic Structure
Choosing a Format
Writing the Report

Module Nine: Other Types of Documents
Requests for Proposals
Projections
Executive Summaries
Business Cases

Module Ten: Proofreading and Finishing
A Proofreading Primer
How Peer Review Can Help
Printing and Publishing

Module Eleven: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations

Certification:

Once after the training you receive course completion certificate from Mangates.

Target Audience:

Anybody who is interested in learning Business Writing Skills.

Business Writing 1 Day Workshop in Derby

Certificate: Course Completion Certificate | Language: English

Duration: 1 Day | Credits: 8 PDUs

Course Delivery: Classroom | Virtual Live

Lunch and Beverages are included in a classroom session

Course  Overview:

Recently tasks that were originally thought to fall under the responsibility of the human resources department have become a part of many managers" job descriptions. The sharing and diffusion of these tasks throughout the organization has had an impact particularly on those that are not equipped with the skills or knowledge to deal with these issues.

The Human Resource Management workshop will give managers the basic tools to handle numerous human resource situations such as interviewing, orientation, safety, harassment, discrimination, violence, discipline, and termination. This workshop will provide your participants those skills and assist them with certain Human Resource situations.

Learning Objectives:

● Understand HR’s role as a vital contributor to your organization’s success

● Discover strategies to attract and retain top talent

● Examine best practices for managing performance and creating compensation, training and benefit systems that drive bottom-line results

● Identify and deal with potentially explosive issues with an eye to both legal requirements and the needs of your business

● Analyze HR issues and develop action plans you can implement in your organization

● See how HR and non-HR functions in every organization can create an effective, complementary work environment

Agenda:

Module One: A History of Human Resources
● A Brief History
● What is Human Resources Today?

Module Two: The Interview Process
● The General Format
● Types of Questions
● Do's and Don'ts

Module Three: Employee Orientation
● The Orientation Process
● The Role of Management and the Role of Human Resources
● Tips and Tricks

Module Four: Following Up with New Employees
● Daily Checklist for the First Week
● Following Up at the End of the Week
● Weeks and Months Later

Module Five: Workplace Safety
● Understanding Your Role and Responsibilities
● Understanding Local Rules
● Understanding Industry-Specific Rules

Module Six: Dealing with Harassment And Discrimination
● Defining Harassment
● Types of Workplace Discrimination
● A Manager's Responsibility
● An Employer's Responsibility

Module Seven: Workplace Violence
● Defining Violence
● A Manager's Responsibility
● An Employer's Responsibility

Module Eight: Managing Employee Performance
● Choosing the Time and Place For Feedback
● Types of Employee Appraisals
● Using the Feedback Sandwich
● Encouraging Growth and Development

Module Nine: Disciplining Employees
● Understanding Your Role
● Understanding Your Choices
● Having the Meeting
● Following Up

Module Ten: Terminating Employees
● Documenting Events
● Preparing for the Decision
● Making the Decision
● Communicating the Decision

Module Eleven: Wrapping Up
● Words from the Wise
● Review of Parking Lot
● Lessons Learned
● Completion of Action Plans and Evaluations

Target Audience:

Anybody who is interested in learning Human Resource Management Skills

Human Resource Management 1 Day Training in Derby

Certificate: Course Completion Certificate | Language: English

Duration: 1 Day | Credits: 8 PDUs

Course Delivery: Classroom | Virtual Live

Lunch and Beverages are included in a classroom session

Course Description:

The Cybersecurity Overview course enables you to understand various terms in cyberspace, such as cyber risks, threats, vulnerabilities, risk management, and so on. It reviews the impact of several cybercrimes committed over the past few years citing relevant real life case studies and examples.

The course emphasizes the importance of cybersecurity and provides guidance to senior top management as well as employees on the steps to adopt cybersecurity for an organization. Along with understanding the cybersecurity lifecycle, the course identifies industry standard frameworks and best practices that help an organization to achieve a robust and mature cybersecurity posture.

Course Outline:

CyberCrimes: Concept, Impact and Examples

Basic terminologies
Definition of cybercrimes
What is Crimeware?
Cybercrimes: Main actors and their motives
Why do cybercrimes occur?
When, and where, and how do cybercrimes occur?
Who are targeted by cybercrimes?
How do cybercrimes occur? Anatomy of cyberattacks
Elements involved in a typical cybercrime breach
Consequences of cybercrimes
Real life impacts of cybercrimes with case studies

Cybersecurity in focus

Cybersecurity definition
Benefits of Cybersecurity
CyberSecurity considerations for management
What the Board-of-Directors needs to ask and consider
Cybersecurity lifecycle
Cybersecurity frameworks
NIST Cybersecurity Framework (CSF)
ISO 27001 Cybersecurity Framework
ISO 27032 Cybersecurity Framework
COBIT 5
Cybersecurity best practices and tips for employers and employees
Cybersecurity vs. Cyber Resilience

Appendix A - Cybercrimes and Cybersecurity: Basic Terminologies
Learning Objectives:
Understand cyber risks, threats, vulnerabilities, and risk management.
Understand the impact of cybercrimes with relevant real life case studies/examples.
Understand what is cybersecurity and its relationship with IT Security.
Understand what boards of organizations need to ask and consider for adopting or strengthening cybersecurity in their organizations.
Understand the cybersecurity strategy lifecycle.
Identify industry standard frameworks and best practices that help an organization to achieve a robust and mature cybersecurity posture.
Understand why cybersecurity is not enough today and the necessity of adopting cyber resilience.
Course Agenda:
Day 1
CyberCrimes - Concept, Impact, and Examples
Cybersecurity in focus
Target Audience:
Cybersecurity Overview course is related to the Cybersecurity Foundation course and 
is developed to help business leaders and IT professionals understand and plan 
the adoption of NIST CyberSecurity Framework. For example:

CEO, CIO, CISO and other top management executives
Relevant administrators and IT managers
All employees and individuals of an organization, especially those that are working in the cloud or cyberspace environment

Cyber Security Overview 1 Day Training in Derby

Nottingham

Certificate: Course Completion Certificate | Language: English

Duration: 2 Days | Credits: 16 PDUs

Course Delivery: Classroom | Virtual Live

Lunch and Beverages are included in a classroom session

Course Overview:

The best leaders have the ability to share their vision with passion and commitment, giving their people a purpose, a challenge they are willing to embrace and carry on to achieve amazing results.

This two day activity based training program will empower you as a leader in bringing out the best in yourself and others by exploring the most critical success factors of strong leadership that will help you bring your people together, motivate, energize and inspire them to their full potential to achieve extraordinary things.

Learning Objectives:

After completing this course, delegates will be able to: 

Describe the roles and responsibilities of a true leader.
Clearly understand the difference between the role of a manager and the role of a leader.
List the three main essential roles of a leader.
Understand what motivates people and explain the "4motive" motivational model.
Identify what employees want from a leader.
Understand different perspectives and what defines a true leader.
Find out their preferred leadership style
Balance team, task and individual functions
Identify what it takes to role model strong leadership.
List the leadership critical success factors

Agenda:

Module One: What leaders do?
As a leader, what is your job?
Management Vs Leadership.
The three essential roles of a leader.
People's motivation.

Module Two: What leaders know?
What employees want from their leader?
Catch them doing something right!.
What defines a leader?
Leadership and perspectives.

Module Three: What are leaders like?
Find out your leadership style.
Balance team, task and individual functions.
Role model strong leadership.
The leadership critical success factors.

Certification:

Once after the training you receive course completion certificate from Mangates.

Target Audience:

All people managers and anyone in a leadership position.

Leadership Skills - Lead, Motivate & Inspire 2 Days Training in Nottingham

Certificate: Course Completion Certificate | Language: English

Duration: 2 Days | Credits: 16 PDUs

Course Delivery: Classroom | Virtual Live

Lunch and Beverages are included in a classroom session

Course Overview:

A successful sales manager's job is to provide clear direction and support to his/her team  enabling them to excel and develop to reach their full potential.  Sales managers often rise to this position from a successful career in sales. But the skills required of a successful sales manager are quite different from the skills of a sales person which is one of the key points that this program will be focusing on. 

This two day program will enable delegates to have a clear understanding of the successful sales manager's responsibilities and how to become more effective in their roles in this challenging competitive business environment of today. Over the period of the course delegates will explore key leadership skills as well as the essential sales managerial skills needed for them to effectively forecast and implement effective sales plans, motivate, monitor and evaluate the performance of their people and provide the required direction and support ensuring measurable sales results from their sales teams.

This course also includes several bonus forms that were designed to help you prepare your sales forecast and complete sales plan. (Forecast data form, Sales plan support form)

Learning Objectives:

After completing this course, delegates will be able to: 

Understand the roles and responsibilities of a sales manager
Learn skills to achieve better results through their teams using sales plans and targeting techniques
Clearly understand how to prepare a sales forecast and a sales plan for their sales operation
Properly observe, evaluate and give feedback to team members and set performance development objectives using assessment tools supplied and provided within the training program
Explore ways to motivate their sales teams and create a more motivating environment.
Run more effective sales meetings and morning huddles to inspire and motivate and provide clear direction to their sales team members.

Agenda:

Introduction - A sales management primer

What is your job?
Sales Manager Versus Salesman.
The perfect salesperson- Activity

Module 1 : A Strategic look at sales management:
Sales management - is it strategic or tactical?
What are my CSF's? - Critical success factors.
SWOT and PESTLE analysis.

Module 2 : Sales Forecasting:
What is forecasting and how it can help sales performance?
Identify different forecasting methods.
Follow a simple 4 step process to create a sales forecast.
Avoid common forecasting pitfalls.

Module 3 : Sales Planning:
Setting up your sales strategy.
Put together the main components of your sales plan.
Specify sales tactics to achieve strategy.
Sales planning best practice examples.
Practical skill practice activity - Create a sales plan for your sales operation.

Module 4 : Sales performance management:
Setting sales objectives.
The 3 step sales performance control plan.
Guidelines for proper sales performance evaluation.
Handling the underperforming sales team member.

Module 5 : Motivating your sales team:
What motivates us?
Knowing your team inside out.
Creating a motivating environment for your team.
Understand the factors that combine and drive personal motivation.

Module 6 : Running effective sales meetings:
Effective versus badly run sales meetings
Planning your sales meeting sequence.
Successful sales meeting checklist.
Team huddle versus team meeting.

Certification:

Once after the training you receive course completion certificate from Mangates.

Target Audience:

Sales Managers

Sales Management 2 Days Training in Derby

Leadership Skills - Lead, Motivate & Inspire 2 Days Training in Derby

Certificate: Course Completion Certificate | Language: English

Duration: 1 Day | Credits: 8 PDUs

Course Delivery: Classroom | Virtual Live

Lunch and Beverages are included in a classroom session

Course Overview:

Whether you are preparing to be a professional trainer, or you are someone who does a bit of training as a part of their job, you always want to be prepared. The participants will understand that training is a process where skills, knowledge, and attitudes are applied in a unique way.
Our Train-The-Trainer workshop will provide the participants the skills to help them deliver engaging and compelling workshops. Skills such as facilitating needs analyses, and managing tough topics will give your trainees what they require to become a trainer themselves.

Learning Objectives:

Plan and organize professional presentations
Develop your own natural and relaxed communication style
Learn to sell your ideas with clarity and force that inspires others
Create an open, inclusive and stimulating learning environment
Approach challenges in a way that leads to victories and success for participants
Coach and develop participants to empower them and lead them to continuous improvement

Agenda:

Module One: Understanding Training and Facilitation
What is Training?
What is Facilitation?
Identifying Appropriate Situations for Each

Module Two: Gathering Materials
Identifying Participant’s Needs
Reviewing the Materials
Identifying and Resolving Gaps

Module Three: Creating a Lesson Plan
Planning for the Basics
Adding Slack Time
Creating a Plan B
A Take-Home Template

Module Four: Choosing Activities
Types of Activities
Creating a Tickle Trunk
What To Do When Games Go Wrong

Module Five: Preparing for the Workshop
Creating a Materials List
Gathering Participant Information
Setting up the Physical Location

Module Six: Getting off on the Right Foot
Greeting Participants
Being Prepared
Using Icebreakers

Module Seven: Delivery Tips and Tricks
Using Visual Aids
Creating Supporting Materials
Gauging When It's Time For A Break

Module Eight: Keeping it Interactive
Encouraging Discussion
Using Group Work
The Power of Post-It Notes

Module Nine: Dealing with Difficult Participants
The Ground Rules
Challenges and Solutions
Handling Interruptions

Module Ten: Tackling Tough Topics
Tough Stuff to Watch Out For
Adjusting Your Material for a Sensitive Issue
Dealing with Sensitive Issues in the Workshop

Module Eleven: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations

Target Audience:

Anybody who is interested in learning Train-The-Trainer Skills.

Train-The-Trainer 1 Day Training in Nottingham


Train-The-Trainer 1 Day Training in Derby


Certificate: Course Completion Certificate | Language: English

Duration: 1 Day | Credits: 8 PDUs

Course Delivery: Classroom | Virtual Live

Lunch and Beverages are included in a classroom session

Course Overview:

Employee engagement is a necessary strategy for companies that want to succeed in the marketplace.  Employee engagement is not an HR initiative that managers are reminded to do once a year.  It is a key strategic driver of employee performance, accomplishment, and continuous improvement all year long. It is the outcome of how your organisation interacts with people to drive business results.
This Employee Engagement training is suitable for anyone that works in a management or leadership role.

Course Contents:

Help improve the engagement of your employees and increase business success
Engagement is a heightened emotional connection that an employee feels for his organisation, which influences them to put in greater effort. Higher engagement levels yield higher productivity and retention rates. This makes employee engagement a powerful factor in business success. Engaged employees are more productive, customer-focused, and profit-oriented and organisations are more likely to retain them.
An essential part of an organisation’s talent management strategy is its focus on employee engagement and retention. Organisations that maintain this focus create an environment where employees have the tools, resources, and professional opportunities to develop skills and fulfil their career goals.
Why is taking this course a good idea?

Well, just imagine if your you were better able to:

Understand the importance of employee engagement and the key part it plays in business success.
Apply tactics that motivate and engage employees, creating advocates for the business.
Achieve a working environment that encourages employees to excel at work activities.
Ensure talent retention by creating positive working relationships.
Develop a strategy for employee engagement success.
Prevent activities that cause disengagement and disgruntled workers.
Ultimately, these training course materials will help managers to engage and enthuse their team, creating a motivated workforce that wants to succeed.
Employee engagement is a key factor in creating the right conditions for all members of an organisation to give their best each day, committed to their organisation’s goals and values, motivated to contribute to organisational success, and with an enhanced sense of their own well-being.
These course materials aim to help highlight the requirements that managers and leaders have to help improve the engagement of employees, while giving them key tools and supporting content to ensure they are prepared  to deliver on employee engagement within the organisation.

Course Topics:

Introduction and Objectives – Setting the scene for the training course, defining what is meant by employee engagement and establishing participants expectations.
The Current Situations – Using a PEST analysis approach to identify the current status of employee engagement within the organisation, whilst establishing the internal and external factors that can have an impact on employee engagement.
Roles and Responsibilities – Establishing the different roles people have in ensuring employee engagement and the responsibilities that we all have for ourselves in ensuring we are motivated and engaged at work. Participants are encouraged to consider their own level of engagement, what this means and how it can improve.
The Four Enablers – Focusing on the Four Steps to Employee Engagement and how organisations and the leaders within it can create the right environment for a positive outlook to be nurtured. Includes a case study to identify key working practices.
Job Design – Understanding how the implementation of a job role can affect how the employee feels about it and the five characteristics that should be considered to help develop a role that employees are motivated to work in. Includes a chance to apply the five characteristics to a job role to help relate the approach to a real scenario.
Creating the Right Work Environment – Reviewing the big picture and the approach that the organisation and managers should take to ensure a culture of engagement and motivating factors. Creating an environment where employee engagement can flourish and applying techniques to personal work experiences.
Engagement and Retention – Establishing the importance of long-term career growth and opportunity to engagement and how this helps develop employees that feel valued and enjoy what they do each day. Includes a case study to identify how the approach can be applied to real-life scenarios.
Engagement Tactics – Developing an understanding of the tactics that can be applied to employee engagement and prioritising the factors that are most influential.
Disengagement and the Six Human Needs – Identifying how employees become disengaged and what action can be taken to turn this around. Developing knowledge of the fundamental needs that people need to have met to make them feel happy and motivated. Includes a case study that helps participants identify the needs of employees in a real example, while helping them to identify issues within their own team.
Critical Success Factors – Focusing on the engagement techniques that can be applied in the workplace and the critical success factors that managers should include in their strategy and how they might overcome barriers or challenges to their approach.
This course is highly interactive and includes activities, discussions and exercises throughout to both engage the learners and help embed the learning.

Course Feature:

At the end of this Employee Engagement training course you will be able to:
Define and recognise employee engagement
Design jobs to motivate and engage
Create an engaging work environment
Retain your talent
Use employee engagement strategies
Prevent disengagement

Certification:

Once after the training you receive course completion certificate from Mangates.

Who can Attend?

Anybody who is interested in learning Employee Engagement Skills.

Employee Engagement 1 Day Training in Nottingham

Southampton

Portsmouth

Rotherham

Manchester

Leeds

Newport

Peterborough

Milton Keynes 

Dartford

Paisley

Birmingham

Luton

Hull

Northampton

Berkshire

Bedford

Liverpool 

Swansea

Essex

ONLINE STUDY - In your own time (approx. 6 hours study time) +
CLASSROOM SESSION - Morning, Afternoon or Evening session (approx. 3 hours)



Awarding Body: Open College Network (OCN) Credit for Learning
Award Level: Level 4 (Foundation Degree Level) - Ireland Level 6
CPD Certified: Yes (CPD Accreditation)
Minimum Age: 18 (16 with parental consent)
Entry requirements: None. (English Level 2 desirable)
Training Locations: Study online + Classroom
 
OCN Accredited at UK Level 4 (Ireland Level 6)

 
PART 1 - Theory: Complete this part of your course online at home or work in your own time (stop and start learning when it suits you). Can be completed on multiple devices - smart phones, kindle, laptop, tablet etc.

PART 2 - Skills and Practical Development:
Covers advanced specialised phlebotomy techniques to give you the leading edge as a phlebotomist. Learn to use a wide range of non-routine equipment.


Attend a classroom location to complete your practical training.


Please make sure you verify the precise dates and timings of your course when you receive your booking confirmation, as it may vary from the information provided above.


Course Itinerary:
PART 1 - THEORY (ONLINE)
M00 - Introduction:
Learning outcomes, Assumptions and Overview.
M01 - Basic Phlebotomy - revision:
Recap of basic phlebotomy theory and practice - precursor to
the advanced course.
M02 - Aspirated and Vacuated Systems:
Open systems (Syringe & Needle), closed systems (Vacutainer & Monovette), Alternative closed systems, Using Monovette - aspiration and evacuated techniques, monovette adapter systems.
M03 - Specialised and Advanced Phlebotomy Equipment:
The centrifuge - overview. Safe operation and use. Managing a centrifuge breakage or spillage.
Equipment and practices in unusual situations.
Patients with special needs and requiring specific attention.
Equipment preparation for blood samples that are collected at
0 degrees, 37 degrees C and other non-standard conditions.
A look at advances in technology and how to use the latest devices.
M04 - Point of Care Testing:
What is POC Testing? Advantages, Disadvantages and Clinical
Outcomes. Comparison of POC with lab testing. 10 common POC tests. Roles for phlebotomists performing POC Tests.
M05 - Neonates and Children:
Sample collection from new-born to pre-adult. A detailed overview of legal principles of law including child consent and child protection for phlebotomists. Neonatal and child blood collection equipment.
A comprehensive look at heel and finger-prick procedures including
microtainers, lancets and capillary tube collection. Detailed heel prick procedure. Paediatric finger prick collection. The life-threatening hazard of over-collecting. Communication techniques in differing age bands.
Consent and the law. Basic principles of lawful consent for neonates and paediatric patients. Child protection.
Detailed analysis of neonatal and paediatric blood collection including Guthrie card collection. Neonatal bottles - colours and tests. Paediatric blood gases collection.
Butterfly needles - when to use. Blood tests during pregnancy. Neonatal blood screening - nine conditions covered. Bilirubin in neonates.
M06 - Geriatric Patients:
The challenges of phlebotomy in older people. Understanding skin changes and venepuncture implications. A profile of common
geriatric blood tests. Age related problems. Procedural precautions.
M07 - Special Procedures:
Drawing blood from back of hand. Drawing blood from lower limb veins. Managing the unwilling or difficult patient. Managing the psychiatric patient. Managing the isolated patient. Non-routine blood tests. Managing the latex allergy patient (type 1 and type 4 reactions). Latex indicators. Sample handling - non-routine procedures. Drug trials and research projects.
M08 - Special Tests and Sample Handling Procedures:
A look at sample collection at specific times of day and night,
samples that are protected from light, collected on ice and
collected at body temperature. Procedures for each group - collection notes, analytic time, optimal collection time and notes for each group.
M09 - Advanced Phlebotomy Tasks:
Additional procedures. Maintaining POC equipment. Stock control and stock rotation. Quality control. Data entry. Product evaluation. Training and competency evaluation.
M10 - Alternative Environments:
A step-by-step look at non-clinical phlebotomy environments including private testing, DEFRA, forensic and police, cord blood collection, DNA analysis, veterinary services, overseas and volunteering.

PLEASE NOTE THAT PART 1 SHOULD BE COMPLETED
BEFORE JOINING US FOR YOUR PRACTICAL TRAINING

PART 2 (CLASSROOM)
MORNING , AFTERNOON OR EVENING SESSION:

1 - Welcome, introductions and overview:
- Classroom - health & safety briefing, schedule overview.
- Virtual Classroom - audio/visual checks and registration. Unpacking and overview of your training kit.
2 - Syringe and Needle (open system): Correct use and applications.
3 - Monovette (open and closed systems):
Using the Monovette system in aspiration mode - correct use and applications.
Using the Monovette system in evacuated mode - correct use and applications.
4 - IR Vein Detector:
Demonstration of the IR vein detector for assisting in detection of difficult veins.
5 - Veins in back of hand:
Detecting suitable veins in the back of the hand.
6 - POC testing:
Point of Care Testing - use of glucose meter to demonstrate a typical POC test procedure. Correct use and overview of other POC test devices.
7 - Using lancets (finger collection)
We look at the correct use of lancets for POC testing and whole blood micro-collection.
8 - Using lancets (heel collection)
We look at the correct use of lancets for neonatal blood spot tests (Guthrie Test).
9 - Capillary collection
Using glass capillary tubes for micro-collection. Correct use and handling.
10 - Microtube collection
Correct use of BD Microtainers (and similar micro-collection bottles) - collection and handling.

This course is supported with downloadable resources and may include extra video segments to reinforce your practical training.
 
(THE COURSE DELIVERY AWARDS SAME NATIONALLY RECOGNISED AND DUALLY ACCREDITED QUALIFICATION AS OUR VIRTUAL CLASSROOM COURSE VERSION)



Geopace Training

Allied Health

Allied Health Professions (AHP)

Blood Taking

Healthcare Workers

Venepuncture

Phlebotomist

Phlebotomy

Accredited Phlebotomy

Healthcare

The UK's first and only Level 4 qualification in Phlebotomy (equivalent to Ireland Level 6)

    FDSc (Foundation Degree Level) qualification

    Nationally Recognised certificate

    Dually accredited: Open College Network  and CPD

    Covers both aspirated and evacuated systems

    Covers specialised blood collection systems & methods

    Classroom or Virtual Classroom learning options

    Comprehensive Training Kit is provided when booking our Virtual Classroom option (yours to keep)

    Complete your training from beginner to advanced level

    This course either follows on from our Introduction to Phlebotomy Course  or can be combined with our introductory course as part of a course package (see below)

    Available to candidates who have completed (or are currently enrolled to complete) our Introduction to Phlebotomy Course or have previous phlebotomy practical experience.


Advanced Phlebotomy - Skills & Techniques (GPT005)

General Admission

Loughborough

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			<p>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.</p>
			<div><i></i> 2 x 180mins</div>
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			<p>Interested in attending? Have a suggestion about running this event near you?<br />Register your interest now</p>
			
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		<h3>Description</h3>
		<p></p><h4><span>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.<br /></span></h4>
<h4><span>We will look at what constitutes a Difficult Conversation; the negative feelings that these types of situations generate which can lead to avoidance; and the benefits to both parties of talking and seeking a positive outcome.<br /></span></h4>
<h4><span>We will move on to explore the conversation itself in terms of preparation; the process including the opening which is the part which people often find the hardest.<br /></span></h4>
<h4><span>&gt;We will finish the session off by giving the participants the opportunity to experience the opening through a rolling role play using a case study. <br /></span></h4>
<p> </p>
<p><strong>Available as private Face to Face and virtual sessions (max 12 delegates) - £1,745 Plus VAT</strong></p>
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<p></p>
	
		<h3>Modules/Lessons</h3>
		<p></p><h3>By the end of the session Participants will be able to:</h3>
<ul>
<li>Define what a Difficult Conversation is.</li>
<li>Describe the benefits of having these conversations and why we often avoid them.</li>
<li>Explain what they can do to prepare for a Difficult Conversation.</li>
<li>List the different stages in the Difficult Conversation process.</li>
<li>Demonstrate their ability to open a Difficult Conversation in a role play situation.</li>
</ul>
<p></p>

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.
2 x 180mins £445.00 incl. VAT
Want to run this event in-house? Enquire about running this event in-house 
Interested in attending? Have a suggestion about running this event near you?
Register your interest now
Description

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.
We will look at what constitutes a Difficult Conversation; the negative feelings that these types of situations generate which can lead to avoidance; and the benefits to both parties of talking and seeking a positive outcome.
We will move on to explore the conversation itself in terms of preparation; the process including the opening which is the part which people often find the hardest.
>We will finish the session off by giving the participants the opportunity to experience the opening through a rolling role play using a case study.
 
Available as private Face to Face and virtual sessions (max 12 delegates) - £1,745 Plus VAT
 

Modules/Lessons

By the end of the session Participants will be able to:
Define what a Difficult Conversation is.
Describe the benefits of having these conversations and why we often avoid them.
Explain what they can do to prepare for a Difficult Conversation.
List the different stages in the Difficult Conversation process.
Demonstrate their ability to open a Difficult Conversation in a role play situation.


Mpi Learning - Professional Learning And Development Provider

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.

Handling Difficult Conversations

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			<h2>Description</h2>		</div>
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			<p>The Managing Difficult Conversation course is an attempt to demonstrate how to master difficult conversations at work. In particular, difficult conversations transpire in all spheres of our life, and they surely are at the core of our professional life. Difficult conversations are a significant part of every leader's job.</p>		</div>
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				<h2>Learning outcome</h2>
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										<span>Understand the circumstances that lead to difficult conversations.</span>
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										<span>Learn ways of handling difficult conversations.</span>
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										<span>Understand how to use empathy to facilitate a conversation.</span>
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										<span>Ask open and supportive questions.</span>
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										<span>Use tone and body language to great effect.</span>
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										<span>Learn how to reach an agreement and close the conversation gracefully.</span>
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			<h2>Requirements</h2>		</div>
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										<span>Learners of all backgrounds and qualifications looking for relevant qualifications can enroll in this course. </span>
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				<h2>Why should I take this course?</h2>
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										<span>High-quality e-learning content. </span>
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										<span>Course completion certificate.</span>
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										<span>Learn practical ways of handling difficult conversations.</span>
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										<span>Recognize the warning signs of impending aggression.</span>
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										<span>Communicate effectively in order to build stronger relationships and better outcomes.</span>
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										<span>Perfect course for managers who are responsible to help every team member improve.</span>
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                                <h2>Course Curriculum</h2>
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					<td colspan="4"><strong>Introduction</strong></td>
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					<td>▶</td>
					<td>Introduction - Welcome from Alan Stevens</td>
					<td><span>FREE</span> </td>
					<td><span>🕐 00:02:00</span></td>
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					<td colspan="4"><strong>Difficult Conversations</strong></td>
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					<td>▶</td>
					<td>Why Are Some Conversations Difficult?</td><td><span>🕐 00:02:00</span></td>
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					<td>▶</td>
					<td>Preparation</td><td><span>🕐 00:02:00</span></td>
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					<td>▶</td>
					<td>Set-Up and Room Layout</td><td><span>🕐 00:03:00</span></td>
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					<td>▶</td>
					<td>How to Start the Conversation</td><td><span>🕐 00:02:00</span></td>
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					<td>▶</td>
					<td>Active Listening and Responding</td><td><span>🕐 00:02:00</span></td>
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					<td>▶</td>
					<td>Ask Open and Supportive Questions</td><td><span>🕐 00:02:00</span></td>
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					<td>Focus on Facts, Not Personalities</td><td><span>🕐 00:01:00</span></td>
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					<td>Use of Tone and Body Language</td><td><span>🕐 00:02:00</span></td>
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					<td>Exploring Alternative Solutions</td><td><span>🕐 00:01:00</span></td>
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					<td>Handling Challenge</td><td><span>🕐 00:03:00</span></td>
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					<td>How to Close a Difficult Conversation</td><td><span>🕐 00:02:00</span></td>
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					<td colspan="4"><strong>Conclusions</strong></td>
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					<td>▶</td>
					<td>Summary - What We've Covered</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Thank You and Next Steps</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Mock Exam</strong></td>
				</tr>
								<tr>
					<td><i></i></td>
					<td>Mock Exam - Managing Difficult Conversations</td><td><span>🕐 00:20:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Final Exam</strong></td>
				</tr>
								<tr>
					<td><i></i></td>
					<td>Final Exam - Managing Difficult Conversations</td><td><span>🕐 00:20:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Order Your Certificate</strong></td>
				</tr>
								<tr>
					<td><i></i></td>
					<td>Order Your Certificate</td><td><span>🕐 00:00:00</span></td>
				</tr>
				</tbody></table></div>

			</div>
		                        </div>

Description
The Managing Difficult Conversation course is an attempt to demonstrate how to master difficult conversations at work. In particular, difficult conversations transpire in all spheres of our life, and they surely are at the core of our professional life. Difficult conversations are a significant part of every leader's job.
Learning outcome
Understand the circumstances that lead to difficult conversations.
Learn ways of handling difficult conversations.
Understand how to use empathy to facilitate a conversation.
Ask open and supportive questions.
Use tone and body language to great effect.
Handle challenges whilst remaining calm.
Learn how to reach an agreement and close the conversation gracefully.
Requirements
Learners of all backgrounds and qualifications looking for relevant qualifications can enroll in this course.
Why should I take this course?
High-quality e-learning content.
Course completion certificate.
Learn practical ways of handling difficult conversations.
Recognize the warning signs of impending aggression.
Communicate effectively in order to build stronger relationships and better outcomes.
Perfect course for managers who are responsible to help every team member improve.
Course Curriculum
Introduction			
▶	Introduction - Welcome from Alan Stevens	FREE	🕐 00:02:00
Difficult Conversations			
▶	Why Are Some Conversations Difficult?	🕐 00:02:00
▶	Preparation	🕐 00:02:00
▶	Set-Up and Room Layout	🕐 00:03:00
▶	How to Start the Conversation	🕐 00:02:00
▶	Active Listening and Responding	🕐 00:02:00
▶	Ask Open and Supportive Questions	🕐 00:02:00
▶	Focus on Facts, Not Personalities	🕐 00:01:00
▶	Use of Tone and Body Language	🕐 00:02:00
▶	Exploring Alternative Solutions	🕐 00:01:00
▶	Handling Challenge	🕐 00:03:00
▶	How to Close a Difficult Conversation	🕐 00:02:00
Conclusions			
▶	Summary - What We've Covered	🕐 00:01:00
▶	Thank You and Next Steps	🕐 00:01:00
Mock Exam			
	Mock Exam - Managing Difficult Conversations	🕐 00:20:00
Final Exam			
	Final Exam - Managing Difficult Conversations	🕐 00:20:00
Order Your Certificate			
	Order Your Certificate	🕐 00:00:00

Skill Up

Online Course Marketing

Meeting Skills

Master Your Emotions

Counselling Skills

Dealing With Difficult Customers

Management Skills

Description The Managing Difficult Conversation course is an attempt to demonstrate how to master difficult conversations at work. In particular,

Managing Difficult Conversations

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Do you avoid difficult conversations?&nbsp;</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Maybe you avoid certain topics or uncomfortable conversations with certain people.&nbsp;</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Whatever the reason, avoiding &#39;clearing the air&#39; will almost always have long term, negative consequences. Even if you can&#39;t see the impact of not dealing with the pressing issue, the resentment can build up until one day, someone will explode.&nbsp;</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">During this two hour session, we will look at:</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">What is a difficult conversation?</li><li fr-original-style="" style="box-sizing: border-box;">What makes difficult conversations even more difficult?</li><li fr-original-style="" style="box-sizing: border-box;">How to prepare for difficult conversations</li><li fr-original-style="" style="box-sizing: border-box;">Understanding and managing emotions - awareness</li><li fr-original-style="" style="box-sizing: border-box;">Seeking help</li><li fr-original-style="" style="box-sizing: border-box;">Providing constructive feedback</li></ul><div fr-original-style="" style="box-sizing: border-box;">After the session, you will be able to recognise your own barriers to approaching difficult conversations, prepare for meetings to minimise negative outcomes and manage emotions, both yours and the other persons more effectively.&nbsp;</div><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></p>

Do you avoid difficult conversations? 
Maybe you avoid certain topics or uncomfortable conversations with certain people. 
Whatever the reason, avoiding 'clearing the air' will almost always have long term, negative consequences. Even if you can't see the impact of not dealing with the pressing issue, the resentment can build up until one day, someone will explode. 
During this two hour session, we will look at:
What is a difficult conversation?
What makes difficult conversations even more difficult?
How to prepare for difficult conversations
Understanding and managing emotions - awareness
Seeking help
Providing constructive feedback
After the session, you will be able to recognise your own barriers to approaching difficult conversations, prepare for meetings to minimise negative outcomes and manage emotions, both yours and the other persons more effectively.



Neupauer Ltd

Conflict Resolution

Conflict Management

Workplace Communication

Business Relationship Management (BRM)

Communication Skills

Do you avoid difficult conversations? 
"When you avoid them you trade short term discomfort for long-term dysfunction."
Is it worth it? Join our session to learn how to tackle difficult conversations 


How to tackle difficult conversations 

<p>Difficult customers may not be angry, but difficult to work with for a variety of reasons. We will help you to determine the customer's difficult behavioral 'type' and work with an appropriate strategy. View challenging customers as an opportunity to shine, be your best, and set a great service example.</p><h3>Learning Objectives</h3><p>Describe seven types of difficult customers, Apply strategies for working with each type of difficult customer</p><h3>Target Audience</h3><p>Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams</p>

Difficult customers may not be angry, but difficult to work with for a variety of reasons. We will help you to determine the customer's difficult behavioral 'type' and work with an appropriate strategy. View challenging customers as an opportunity to shine, be your best, and set a great service example.
Learning Objectives
Describe seven types of difficult customers, Apply strategies for working with each type of difficult customer
Target Audience
Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Chart Learning Solutions

Difficult Situations: Dealing with Difficult Customers

<p id="isPasted" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;"><span style="font-size: 24px; box-sizing: border-box;" fr-original-style="font-size: 24px;">Managing Difficult Employees</span></strong></p>

<p style="font-size: 16px; color: rgb(255, 0, 0); box-sizing: border-box;" fr-original-style="font-size: 16px; color:#FF0000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">STOP Press: New Website promotion: RRP &pound;69, Offer price just &pound;12.99!</strong>
<br fr-original-style="" style="box-sizing: border-box;">(Limited period only.)</p>

<p style="font-size: 16px; color: var(--text); box-sizing: border-box;" fr-original-style="font-size: 16px;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;"><em fr-original-style="" style="box-sizing: border-box;">As with all ZandaX courses, you can return to re-run, review and revise as often as you like!</em></strong><em fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;">(12 month unlimited single user license)</em></p>

<p style="font-size: 18px; color: var(--text); box-sizing: border-box;" fr-original-style="font-size: 18px;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Course Objectives:</strong></p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">After taking this course, you&#39;ll be able to:</p>
<li fr-original-style="" style="box-sizing: border-box;"> Identify difficult employee types
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Use strategies to manage DEFLECTORS
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Use strategies to manage NON-TEAM PLAYERS
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Use strategies to manage NEGATIVE PERSONALITIES
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Use strategies to manage TROUBLE MAKERS
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Apply these strategies to problems you may have at the moment

<hr fr-original-style="" style="border-color: var(--border-muted); border-style: solid; clear: both; break-after: page; user-select: none; box-sizing: border-box;">

<p id="isPasted" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;"><span style="font-size: 18px; box-sizing: border-box;" fr-original-style="font-size: 18px;">Here&#39;s a great new course that every line manager will value!</span></strong></p>

<p id="isPasted" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">That&#39;s because although most employees are absolutely fine, and some are great, there&#39;s often a small contingent who cause more trouble than the rest combined!
<br fr-original-style="" style="box-sizing: border-box;">These people can present real problems because while their actions are often minor -- or "under the radar" -- their effect is negative, long term -- and destabilizing.</p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;"><em fr-original-style="" style="box-sizing: border-box;">This course has been created to solve this problem!</em></strong></p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">It&#39;s written by people with many years of experience in handling these situations, and every one of our many scenarios has solutions that have been used -- with success -- in real life.</p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">It&#39;s also deliberately structured so that you can use it to address the difficult people you need to deal with right now.</p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">And of course, you can use its lessons as a permanent guide to managing difficult people for many years to come!</p>
<hr fr-original-style="" style="border-color: var(--border-muted); border-style: solid; clear: both; break-after: page; user-select: none; box-sizing: border-box;">

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;"><span style="font-size: 18px; box-sizing: border-box;" fr-original-style="font-size: 18px;">Learn How to Deal With Difficult Employees</span></strong></p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">This course has been designed to help anyone who manages staff to deal with the difficult employees that make life more difficult than necessary, and to do so in a positive and productive way.</p>

<ul fr-original-style="" style="box-sizing: border-box;">
<li fr-original-style="" style="box-sizing: border-box;">First we show you the most common types of <strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Deflectors </strong>- that&#39;s people who don&#39;t share your ideas of team effort, and whose lack of dedication can only sap the strength of your team.</li>
<li fr-original-style="" style="box-sizing: border-box;">Then we move on to <strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Non-Team Players</strong>. These people may contribute, but they also have their own personal agendas.</li>
<li fr-original-style="" style="box-sizing: border-box;">Next, it&#39;s <strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Negative Personalities</strong>: how to prevent the different types of these people from dragging down your team&#39;s morale.</li>
<li fr-original-style="" style="box-sizing: border-box;">Finally, it&#39;s <strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Trouble Makers</strong>. Here, we don&#39;t mean the types of outright rebels who can be dealt with through a disciplinary process, but the more insidious type, who work away from your gaze and sow discontent and disorder. They can often be beaten quite easily!</li>
</ul>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">You should find many ideas in this course to help you, now and in the future, to take situations that often feel frustrating and turn them into positive outcomes.</p>

<hr fr-original-style="" style="border-color: var(--border-muted); border-style: solid; clear: both; break-after: page; user-select: none; box-sizing: border-box;">

<p style="font-size: 18px; color: var(--text); box-sizing: border-box;" fr-original-style="font-size: 18px;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Target Audience:</strong></p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">
If you manage a team, you will encounter difficult employees along the way, some of whom can leave you lost for ideas. So if you want to solve a current problem, or gear up to be able to deal with problem people in the future, then this course is for you!
</p>

<hr fr-original-style="" style="border-color: var(--border-muted); border-style: solid; clear: both; break-after: page; user-select: none; box-sizing: border-box;">

<p style="font-size: 18px; color: var(--text); box-sizing: border-box;" fr-original-style="font-size: 18px;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Pre-Course Requirements</strong></p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">
There are no prior requirements, and even if you don&#39;t manage a team, you may enjoy seeing how difficult employees affect a team -- and how to deal with them.
</p>

<hr fr-original-style="" style="border-color: var(--border-muted); border-style: solid; clear: both; break-after: page; user-select: none; box-sizing: border-box;">

<p style="font-size: 18px; color: var(--text); box-sizing: border-box;" fr-original-style="font-size: 18px;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Career Path:</strong></p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Just think:</strong> how will your management career benefit if you are not distracted by the kind of staff members who just seem to make things so much more difficult than they should be?</p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Learn how to identify - and deal with - these people, in a simple, structured way that will solve a lot of your problems, now and well into the future!</p>

<hr fr-original-style="" style="border-color: var(--border-muted); border-style: solid; clear: both; break-after: page; user-select: none; box-sizing: border-box;">

<p style="font-size: 18px; color: var(--text); box-sizing: border-box;" fr-original-style="font-size: 18px;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Course Outline:</strong></p>

</li>
<li fr-original-style="" style="box-sizing: border-box;"> Module Introduction &amp; Workbook Download
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Why Are People Difficult?
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Managing DEFLECTORS
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Managing NON-TEAM PLAYERS
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Managing NEGATIVE PERSONALITIES
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Managing TROUBLE MAKERS
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Solving Your Problems
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Key Takeaways
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Module Test
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Course Wrap Up

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">[NOTE: An interactive workbook is provided to support your learning]</p>
</li>

Managing Difficult Employees
STOP Press: New Website promotion: RRP £69, Offer price just £12.99!

(Limited period only.)
As with all ZandaX courses, you can return to re-run, review and revise as often as you like!
(12 month unlimited single user license)
Course Objectives:
After taking this course, you'll be able to:
Identify difficult employee types
Use strategies to manage DEFLECTORS
Use strategies to manage NON-TEAM PLAYERS
Use strategies to manage NEGATIVE PERSONALITIES
Use strategies to manage TROUBLE MAKERS
Apply these strategies to problems you may have at the moment  Here's a great new course that every line manager will value! That's because although most employees are absolutely fine, and some are great, there's often a small contingent who cause more trouble than the rest combined!

These people can present real problems because while their actions are often minor -- or "under the radar" -- their effect is negative, long term -- and destabilizing. This course has been created to solve this problem! It's written by people with many years of experience in handling these situations, and every one of our many scenarios has solutions that have been used -- with success -- in real life. It's also deliberately structured so that you can use it to address the difficult people you need to deal with right now. And of course, you can use its lessons as a permanent guide to managing difficult people for many years to come!
 Learn How to Deal With Difficult Employees This course has been designed to help anyone who manages staff to deal with the difficult employees that make life more difficult than necessary, and to do so in a positive and productive way. 
First we show you the most common types of Deflectors - that's people who don't share your ideas of team effort, and whose lack of dedication can only sap the strength of your team.
Then we move on to Non-Team Players. These people may contribute, but they also have their own personal agendas.
Next, it's Negative Personalities: how to prevent the different types of these people from dragging down your team's morale.
Finally, it's Trouble Makers. Here, we don't mean the types of outright rebels who can be dealt with through a disciplinary process, but the more insidious type, who work away from your gaze and sow discontent and disorder. They can often be beaten quite easily!
 You should find many ideas in this course to help you, now and in the future, to take situations that often feel frustrating and turn them into positive outcomes.  Target Audience: 
If you manage a team, you will encounter difficult employees along the way, some of whom can leave you lost for ideas. So if you want to solve a current problem, or gear up to be able to deal with problem people in the future, then this course is for you!
  Pre-Course Requirements 
There are no prior requirements, and even if you don't manage a team, you may enjoy seeing how difficult employees affect a team -- and how to deal with them.
  Career Path: Just think: how will your management career benefit if you are not distracted by the kind of staff members who just seem to make things so much more difficult than they should be? Learn how to identify - and deal with - these people, in a simple, structured way that will solve a lot of your problems, now and well into the future!  Course Outline:
Module Introduction & Workbook Download
Why Are People Difficult?
Managing DEFLECTORS
Managing NON-TEAM PLAYERS
Managing NEGATIVE PERSONALITIES
Managing TROUBLE MAKERS
Solving Your Problems
Key Takeaways
Module Test
Course Wrap Up [NOTE: An interactive workbook is provided to support your learning]

ZandaX

Sales Manager

Team Leading

Team Leader

Sales Management

Team Management

Learn positive ways to manage the difficult members in your team. 
Includes how to manage deflectors, non-team players, negative personalities, trouble makers and more

Managing Difficult Employees

<h2 dir="ltr" id="isPasted" fr-original-style="" style="box-sizing: border-box;"><span style="color: rgb(34, 34, 34); box-sizing: border-box;" fr-original-style="color:#222222;">Reflective Practice is the cornerstone of professionalism in healthcare.&nbsp;</span><span style="color: rgb(55, 65, 81); box-sizing: border-box;" fr-original-style="color:#374151;">It develops clinical skills, improves decision-making, enhances work satisfaction, and reduces burnout.</span></h2><div fr-original-style="" style="box-sizing: border-box;"><span style="color: rgb(55, 65, 81); box-sizing: border-box;" fr-original-style="color:#374151;"><span style="color: rgb(17, 17, 17); box-sizing: border-box;" id="isPasted" fr-original-style="color: rgb(17, 17, 17);">Ongoing Reflective Practice sessions are designed for members of staff to reflect together on their day-to-day practice, to process difficult situations and to consider personal and professional issues affecting their work.&nbsp;</span></span></div><p style="color: rgb(17, 17, 17); font-size: var(--font-size); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(17, 17, 17);">Skilled Reflective Practice facilitators are a valuable asset to many public and private organisations.</p><h5 style="color: rgb(67, 153, 250) !important; box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(67, 153, 250) !important;"><span style="font-size: 16px; box-sizing: border-box;" fr-original-style="font-size: 16px;">Reflective Practice: Train to become a facilitator</span></h5><p style="color: rgb(17, 17, 17); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(17, 17, 17);">Online One-Day Workshop, 10:00-16:00<br fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;">For counsellors, nurses, managers and healthcare practitioners. Attending this training will provide you with the skills, knowledge and expertise to set up and facilitate Reflective Practice sessions in your organisation or as a private service, either online or in person.<br fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;">Outline of the day:</p><p style="color: rgb(17, 17, 17); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(17, 17, 17);">10:00 Introduction<br fr-original-style="" style="box-sizing: border-box;">10:30 The Process of Reflection and its benefits<br fr-original-style="" style="box-sizing: border-box;">11:00 Practice: the work that we do and its impact on us<br fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;">11:30 Coffee break<br fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;">11:45 Models for Reflecting on Practice<br fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;">12:45 Lunch break<br fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;">13:30 The Competent Facilitator<br fr-original-style="" style="box-sizing: border-box;">14:00 Setting up Reflective Practice groups<br fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;">14:45 Coffee break<br fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;">15:00 Facilitating Reflective Practice: Skills Practice and Experiential Learning<br fr-original-style="" style="box-sizing: border-box;">15:45 Overview of the day</p>

Reflective Practice is the cornerstone of professionalism in healthcare. It develops clinical skills, improves decision-making, enhances work satisfaction, and reduces burnout.
Ongoing Reflective Practice sessions are designed for members of staff to reflect together on their day-to-day practice, to process difficult situations and to consider personal and professional issues affecting their work.
Skilled Reflective Practice facilitators are a valuable asset to many public and private organisations.
Reflective Practice: Train to become a facilitator
Online One-Day Workshop, 10:00-16:00

For counsellors, nurses, managers and healthcare practitioners. Attending this training will provide you with the skills, knowledge and expertise to set up and facilitate Reflective Practice sessions in your organisation or as a private service, either online or in person.

Outline of the day:
10:00 Introduction
10:30 The Process of Reflection and its benefits
11:00 Practice: the work that we do and its impact on us

11:30 Coffee break

11:45 Models for Reflecting on Practice

12:45 Lunch break

13:30 The Competent Facilitator
14:00 Setting up Reflective Practice groups

14:45 Coffee break

15:00 Facilitating Reflective Practice: Skills Practice and Experiential Learning
15:45 Overview of the day

Psychotherapy For Healthcare Ltd

A one-day training for counsellors, nurses, managers and healthcare practitioners who want to learn how to set up and facilitate Reflective Practice groups.
Reflective Practice is the cornerstone of professionalism in healthcare. It develops clinical skills, improves decision-making, enhances work satisfaction, and reduces burnout.

Reflective Practice: Train to become a facilitator

<p>Give a compliment to your career and take it to the next level. This Dealing With Difficult People will provide you with the essential knowledge and skills required to shine in your professional career. Whether you want to develop skills for your next job or want to elevate skills for your next promotion, this Dealing With Difficult People will help you keep ahead of the pack.</p> <p>The Dealing With Difficult People incorporates basic to advanced level skills to shed some light on your way and boost your career. Hence, you can reinforce your professional skills and essential knowledge, reaching out to the level of expertise required for your position. Further, this Dealing With Difficult People will add extra value to your resume to stand out to potential employers.</p> <p>Throughout the programme, it stresses how to improve your competency as a person in your profession while at the same time it outlines essential career insights in this job sector. Consequently, you'll strengthen your knowledge and skills; on the other hand, see a clearer picture of your career growth in future. By the end of the Dealing With Difficult People, you can equip yourself with the essentials to keep you afloat into the competition.</p> <p>Along with this Dealing With Difficult People course, you will get 10 other premium courses. Also, you will get an original Hardcopy and PDF certificate for the title course and a student ID card absolutely free.</p> <p><strong>This Dealing With Difficult People Bundle Consists of the following Premium courses: </strong></p> <ul> <li><strong>Course 01: </strong>Dealing With Difficult People Training Course</li><li><strong>Course 02: </strong>Workplace Confidentiality<strong><br /></strong></li><li><strong>Course 03: </strong>Leadership &amp; Management Diploma</li><li><strong>Course 04: </strong>Anger Management</li><li><strong>Course 05: </strong>People Management Skills Level 3</li><li><strong>Course 06: </strong>Emotional Intelligence and Human Behaviour</li><li><strong>Course 07: </strong>Conflict Management<strong><br /></strong></li><li><strong>Course 08: </strong>Motivation Skills</li><li><strong>Course 09: </strong>Level 2 Mindfulness for Wellbeing</li><li><strong>Course 10: </strong>Stress Management Training</li><li><strong>Course 11: </strong>Effective Communication Skills Diploma</li></ul> <p>So, enrol now to advance your career!</p> <p><strong>Benefits you'll get choosing Apex Learning:</strong></p> <ul> <li>One payment, but lifetime access to 11 CPD courses</li><li>Certificate, student ID for the title course included in a one-time fee</li><li>Full tutor support available from Monday to Friday</li><li>Free up your time - don't waste time and money travelling for classes</li><li>Accessible, informative modules taught by expert instructors</li><li>Get 24/7 help or advice from our email and live chat teams</li><li>Learn at your ease - anytime, from anywhere</li><li>Study the course from your computer, tablet or mobile device</li><li>CPD accredited course - improve the chance of gaining professional skills</li></ul> <p><strong>How will I get my Certificate?</strong></p> <p>After completing the course you will be able to order your CPD Accredited Certificates (PDF + Hard Copy) as proof of your achievement.</p> <ul> <li><strong>PDF Certificate: Free (Previously it was £10 * 11 = £110)</strong></li><li><strong>Hard Copy Certificate: Free (For The Title Course)</strong></li></ul> <p>If you want to get hardcopy certificates for other courses, generally you have to pay £20 for each. But this Fall, Apex Learning is offering a<strong> Flat 50% discount </strong>on hard copy certificates, and you can get each for just <strong>£10</strong>!</p> <p><strong>P.S. The delivery inside the U.K. is Free. International students have to pay a £3.99 postal charge.</strong></p><p>Curriculum of <strong>Bundle </strong></p> <p><strong>Course 01: Dealing With Difficult People Training Course</strong></p> <ul> <li>Module 01: Difficult Promo</li><li>Module 02: Fundamentals</li><li>Module 03: Foundational Tips and Tools</li><li>Module 04: Difficult People - Relationships</li><li>Module 05: Difficult People - Solutions</li><li>Module 06: Problem - Solving</li><li>Module 07: Final Notes and Tips</li><li>Module 08: Bonus Video - dealing With Emotions &amp; Anger</li></ul> <p><strong>Course 02: Workplace Confidentiality<br /></strong></p> <ul> <li>Module 01: Introduction to workplace confidentiality</li><li>Module 02: Business Etiquettes and Types of Confidentiality</li><li>Module 03: The Importance of Confidentiality</li><li>Module 04: Confidentiality with Co-workers</li><li>Module 05: Preventing Confidentiality Breach</li><li>Module 06: How Employers Can Protect Confidential Information</li></ul> <p><strong>Course 03: Preventing Workplace Violence and Harassment Level 3</strong></p> <ul> <li>Workplace Management: Violence</li><li>Workplace Management: Harassment</li></ul> <p><strong>Course 04: Anger Management</strong></p> <ul> <li>Video 1</li><li>Video 2</li><li>Video 3 content 1 part A</li><li>Video 4 content 1 part B</li><li>Video 5 content 1 part C and content 2</li><li>Video 6 content 3</li><li>Video 7 content 4</li><li>Video 8 content 5</li><li>Video 9</li></ul> <p><strong>Course 05: People Management Skills Level 3</strong></p> <ul> <li>Introduction to Human Resources</li><li>Employee Recruitment and Selection Procedure</li><li>Employee Training and Development Process</li><li>Performance Appraisal Management</li><li>Employee Relations</li><li>Motivation and Counselling</li><li>Ensuring Health and Safety at the Workplace</li><li>Employee Termination</li><li>Employer Records and Statistics</li><li>Essential UK Employment Law</li></ul> <p><strong>Course 06: Emotional Intelligence and Human Behaviour</strong></p> <ul> <li>Module 01: Human Behaviour and Basic Psychological Process</li><li>Module 02: Evolutionary Perspective of Human Behaviour</li><li>Module 03: Human Intelligence</li><li>Module 04: Intelligence Test and Variations in Intelligence</li><li>Module 05: Learning and Conditioning</li><li>Module 06: Language and Communication</li><li>Module 07: Introduction to Emotion</li><li>Module 08: Emotion Influences Cognition</li><li>Module 09: Stress, Anger and Conflict</li><li>Module 10: Emotional Intelligence</li><li>Module 11: Self-Leadership</li><li>Module 12: Neuro-Linguistic Programming (NLP)</li></ul> <p><strong>Course 07: Conflict Management<br /></strong></p> <ul> <li>Unit 01: Introduction</li><li>Unit 02: Understand the Keys to Conflict</li><li>Unit 03: How Misunderstandings Arise and the Solution</li><li>Unit 04: Personality Types in Conflict</li><li>Unit 05: Escalation of Conflict</li><li>Unit 06: De-escalating Conflict</li><li>Unit 07: Closing Section</li></ul> <p><strong>Course 08: Motivation Skills</strong></p> <ul> <li>Introduction</li><li>Motivational Skills</li><li>Motivational Strategies</li><li>Conclusion</li></ul> <p><strong>Course 09: Level 2 Mindfulness for Wellbeing</strong></p> <ul> <li>Introduction &amp; First Concepts</li><li>Understanding &amp; Beating Anxiety</li><li>More Anti-Anxiety Skills &amp; Concepts</li><li>Conclusion</li></ul> <p><strong>Course 10: Stress Management Training</strong></p> <ul> <li>Beginning Concepts</li><li>Specific Stress Management Techniques</li><li>MORE Stress Reduction Strategies</li><li>Still MORE Stress Reduction Techniques - Part 1</li><li>Still MORE Stress Reduction Techniques - Part 2</li><li>Still MORE Stress Reduction Techniques - Part 3</li><li>BONUS Video &amp; Wrap Up!</li><li>Special LIVE Bonus Video!</li></ul> <p><strong>Course 11: Effective Communication Skills Diploma</strong></p> <ul> <li>Module 01: Business Communication</li><li>Module 02: Verbal and Non-verbal Communication</li><li>Module 03: Written Communication</li><li>Module 04: Electronic Communication</li><li>Module 05: Communicating with Graphic</li><li>Module 06: Effectively Working for Your Boss</li></ul><h2>
        
        <div>CPD</div>
    </h2>

                        <div id="cpd">
                            <div>
                                <div>
                                    <div>
                                        110 CPD hours / points
                                    </div>
                                        <div>
                                            Accredited by CPD Quality Standards
                                        </div>
                                </div>
                            </div>
                        </div><h2>
        
        <div>Who is this course for?</div>
    </h2>

                        <div id="who_is_this_course_for">
                             <p>Anyone from any background can enrol in this Dealing With Difficult People bundle.</p> 
                        </div><h2>
        
        <div>Requirements</div>
    </h2>

                        <div id="requirements">
                             <p>This Dealing With Difficult People course has been designed to be fully compatible with tablets and smartphones.</p> 
                        </div><h2>
        
        <div>Career path</div>
    </h2>

                        <div id="career_path">
                             <p>Having this expertise will increase the value of your CV and open you up to multiple job sectors.</p> 
                        </div><h2>
        
        <div>Certificates</div>
    </h2>

                        <div id="optional_extras">
                                    <h4>Certificate of completion</h4>
        <p>
            Digital certificate -
            Included
        </p>

                        </div>

Give a compliment to your career and take it to the next level. This Dealing With Difficult People will provide you with the essential knowledge and skills required to shine in your professional career. Whether you want to develop skills for your next job or want to elevate skills for your next promotion, this Dealing With Difficult People will help you keep ahead of the pack.
The Dealing With Difficult People incorporates basic to advanced level skills to shed some light on your way and boost your career. Hence, you can reinforce your professional skills and essential knowledge, reaching out to the level of expertise required for your position. Further, this Dealing With Difficult People will add extra value to your resume to stand out to potential employers.
Throughout the programme, it stresses how to improve your competency as a person in your profession while at the same time it outlines essential career insights in this job sector. Consequently, you'll strengthen your knowledge and skills; on the other hand, see a clearer picture of your career growth in future. By the end of the Dealing With Difficult People, you can equip yourself with the essentials to keep you afloat into the competition.
Along with this Dealing With Difficult People course, you will get 10 other premium courses. Also, you will get an original Hardcopy and PDF certificate for the title course and a student ID card absolutely free.
This Dealing With Difficult People Bundle Consists of the following Premium courses: 
Course 01: Dealing With Difficult People Training Course
Course 02: Workplace Confidentiality
Course 03: Leadership & Management Diploma
Course 04: Anger Management
Course 05: People Management Skills Level 3
Course 06: Emotional Intelligence and Human Behaviour
Course 07: Conflict Management
Course 08: Motivation Skills
Course 09: Level 2 Mindfulness for Wellbeing
Course 10: Stress Management Training
Course 11: Effective Communication Skills Diploma
So, enrol now to advance your career!
Benefits you'll get choosing Apex Learning:
One payment, but lifetime access to 11 CPD courses
Certificate, student ID for the title course included in a one-time fee
Full tutor support available from Monday to Friday
Free up your time - don't waste time and money travelling for classes
Accessible, informative modules taught by expert instructors
Get 24/7 help or advice from our email and live chat teams
Learn at your ease - anytime, from anywhere
Study the course from your computer, tablet or mobile device
CPD accredited course - improve the chance of gaining professional skills
How will I get my Certificate?
After completing the course you will be able to order your CPD Accredited Certificates (PDF + Hard Copy) as proof of your achievement.
PDF Certificate: Free (Previously it was £10 * 11 = £110)
Hard Copy Certificate: Free (For The Title Course)
If you want to get hardcopy certificates for other courses, generally you have to pay £20 for each. But this Fall, Apex Learning is offering a Flat 50% discount on hard copy certificates, and you can get each for just £10!
P.S. The delivery inside the U.K. is Free. International students have to pay a £3.99 postal charge.
Curriculum of Bundle 
Course 01: Dealing With Difficult People Training Course
Module 01: Difficult Promo
Module 02: Fundamentals
Module 03: Foundational Tips and Tools
Module 04: Difficult People - Relationships
Module 05: Difficult People - Solutions
Module 06: Problem - Solving
Module 07: Final Notes and Tips
Module 08: Bonus Video - dealing With Emotions & Anger
Course 02: Workplace Confidentiality

Module 01: Introduction to workplace confidentiality
Module 02: Business Etiquettes and Types of Confidentiality
Module 03: The Importance of Confidentiality
Module 04: Confidentiality with Co-workers
Module 05: Preventing Confidentiality Breach
Module 06: How Employers Can Protect Confidential Information
Course 03: Preventing Workplace Violence and Harassment Level 3
Workplace Management: Violence
Workplace Management: Harassment
Course 04: Anger Management
Video 1
Video 2
Video 3 content 1 part A
Video 4 content 1 part B
Video 5 content 1 part C and content 2
Video 6 content 3
Video 7 content 4
Video 8 content 5
Video 9
Course 05: People Management Skills Level 3
Introduction to Human Resources
Employee Recruitment and Selection Procedure
Employee Training and Development Process
Performance Appraisal Management
Employee Relations
Motivation and Counselling
Ensuring Health and Safety at the Workplace
Employee Termination
Employer Records and Statistics
Essential UK Employment Law
Course 06: Emotional Intelligence and Human Behaviour
Module 01: Human Behaviour and Basic Psychological Process
Module 02: Evolutionary Perspective of Human Behaviour
Module 03: Human Intelligence
Module 04: Intelligence Test and Variations in Intelligence
Module 05: Learning and Conditioning
Module 06: Language and Communication
Module 07: Introduction to Emotion
Module 08: Emotion Influences Cognition
Module 09: Stress, Anger and Conflict
Module 10: Emotional Intelligence
Module 11: Self-Leadership
Module 12: Neuro-Linguistic Programming (NLP)
Course 07: Conflict Management

Unit 01: Introduction
Unit 02: Understand the Keys to Conflict
Unit 03: How Misunderstandings Arise and the Solution
Unit 04: Personality Types in Conflict
Unit 05: Escalation of Conflict
Unit 06: De-escalating Conflict
Unit 07: Closing Section
Course 08: Motivation Skills
Introduction
Motivational Skills
Motivational Strategies
Conclusion
Course 09: Level 2 Mindfulness for Wellbeing
Introduction & First Concepts
Understanding & Beating Anxiety
More Anti-Anxiety Skills & Concepts
Conclusion
Course 10: Stress Management Training
Beginning Concepts
Specific Stress Management Techniques
MORE Stress Reduction Strategies
Still MORE Stress Reduction Techniques - Part 1
Still MORE Stress Reduction Techniques - Part 2
Still MORE Stress Reduction Techniques - Part 3
BONUS Video & Wrap Up!
Special LIVE Bonus Video!
Course 11: Effective Communication Skills Diploma
Module 01: Business Communication
Module 02: Verbal and Non-verbal Communication
Module 03: Written Communication
Module 04: Electronic Communication
Module 05: Communicating with Graphic
Module 06: Effectively Working for Your Boss
 CPD 
110 CPD hours / points  Accredited by CPD Quality Standards
 Who is this course for? 
Anyone from any background can enrol in this Dealing With Difficult People bundle.
 Requirements 
This Dealing With Difficult People course has been designed to be fully compatible with tablets and smartphones.
 Career path 
Having this expertise will increase the value of your CV and open you up to multiple job sectors.
 Certificates 
Certificate of completion
 Digital certificate - Included 

Apex Learning

Finance Cert & Exam Prep

Professional Skills

Professional Skills Course (PSC)

Trainers Course

Dealing With Difficult People

<p>With any customer-facing role, there are times when you will find yourself in a difficult situation with a customer that requires a certain set of communication and practical skills to resolve any issues successfully. The Handling Difficult Customers training course teaches learners how to handle difficult conversations as a manager or wider member of the customer service team, guiding you on how to use your body language effectively, master crucial active listening techniques, and stay calm under pressure.</p><p><strong>Key Topics to Be Covered</strong></p><ul><li>How to open and close a difficult conversation with a customer</li><li>Strategies for handling difficult customers and conversations</li><li>The art of active listening and responding</li><li>How to ask open and supportive questions</li><li>The tone of voice and body language techniques</li></ul><p><strong>Learning Outcomes</strong></p><ul><li>Learn how to start and close a difficult conversation successfully and with confidence</li><li>Understand how to use your body language to communicate with customers effectively</li><li>Enhance your communication skills to ask open and productive questions</li><li>Learn the art of active listening to be able to engage with the customer fully</li><li>Demonstrate knowledge of the rules regarding customer service etiquette</li><li>Build rapport through empathy and learn how to stay calm under pressure</li></ul> <p><strong>Skills You Will Gain</strong></p><ul><li>Customer service</li><li>Problem-solving</li><li>Communication</li><li>Stress Management</li></ul><p><strong>Why should you choose the Handling Difficult Customer course with Academy for Health &amp; Fitness?</strong></p><ul><li>Opportunity to earn a certificate accredited by<strong> CPD</strong> after completing this Handling Difficult Customer course</li><li><strong>Student ID</strong> card with amazing discounts - completely for <strong> FREE!</strong> (£10 postal charges will be applicable for international delivery)</li><li>Globally accepted standard structured lesson planning</li><li>Innovative and engaging contents and activities</li><li>Assessments that measure higher-level thinking and skills</li><li>Complete the Handling Difficult Customer program in your own time, at your own pace</li><li>Each of our students gets full 24/7 tutor support</li></ul><p><strong>Course Curriculum:</strong></p><p><strong>Introduction</strong></p><p>Topics to be Covered:</p><ul><li>Introduction - Welcome from Alan Stevens</li></ul><p><strong>Difficult Conversations</strong></p><p>Topics to be Covered:</p><ul><li>Why Are Some Conversations Difficult?</li><li>Preparation</li><li>Set-Up and Room Layout</li><li>How to Start the Conversation</li><li>Active Listening and Responding</li><li>Ask Open and Supportive Questions</li><li>Focus on Facts, Not Personalities</li><li>Use of Tone and Body Language</li><li>Exploring Alternative Solutions</li><li>Handling Challenge</li><li>How to Close a Difficult Conversation</li></ul><p><strong>Conclusions</strong></p><p>Topics to be Covered:</p><ul><li>Summary - What We've Covered</li><li>Thank You and Next Steps</li></ul><p><strong>Assessment Process</strong></p><p>Once you have finished the learning stages in the course, your abilities will be assessed by an automated multiple-choice question session, after which you will receive the results immediately.</p><p><strong>Showcase Your Accomplishment of New Skills: Get a Certification of Completion</strong></p><p>The learners have to successfully complete the assessment of this Handling Difficult Customer course to achieve the <strong>CPD </strong>accredited certificate. Digital certificates can be ordered for only £10. The learner can purchase printed hard copies inside the UK for £29, and international students can purchase printed hard copies for £39.</p> <h2>
        
        <div>CPD</div>
    </h2>

                        <div id="cpd">
                            <div>
                                <div>
                                    <div>
                                        10 CPD hours / points
                                    </div>
                                        <div>
                                            Accredited by CPD Quality Standards
                                        </div>
                                </div>
                            </div>
                        </div> <h2>
        
        <div>Who is this course for?</div>
    </h2>

                        <div id="who_is_this_course_for">
                            <p><strong>Is This Handling Difficult Customers </strong><strong>Course Right for You?</strong></p><p>This course is ideal for those who work in customer-facing roles who wish to develop the fundamental skills to deal with difficult customers efficiently and confidently. There are no specific entry requirements for this course, which can be studied on a part-time or full-time basis.</p>
                        </div> <h2>
        
        <div>Career path</div>
    </h2>

                        <div id="career_path">
                            <p>On successful completion, you will have the practical skills and knowledge to provide excellent customer service to all types of customers, take control of difficult situations and resolve problems with professionalism, competency and confidence. You will also have a range of communication skills for dealing with challenging customer-facing scenarios.</p>
                        </div>

With any customer-facing role, there are times when you will find yourself in a difficult situation with a customer that requires a certain set of communication and practical skills to resolve any issues successfully. The Handling Difficult Customers training course teaches learners how to handle difficult conversations as a manager or wider member of the customer service team, guiding you on how to use your body language effectively, master crucial active listening techniques, and stay calm under pressure.
Key Topics to Be Covered
How to open and close a difficult conversation with a customer
Strategies for handling difficult customers and conversations
The art of active listening and responding
How to ask open and supportive questions
The tone of voice and body language techniques
Learning Outcomes
Learn how to start and close a difficult conversation successfully and with confidence
Understand how to use your body language to communicate with customers effectively
Enhance your communication skills to ask open and productive questions
Learn the art of active listening to be able to engage with the customer fully
Demonstrate knowledge of the rules regarding customer service etiquette
Build rapport through empathy and learn how to stay calm under pressure
Skills You Will Gain
Customer service
Problem-solving
Communication
Stress Management
Why should you choose the Handling Difficult Customer course with Academy for Health & Fitness?
Opportunity to earn a certificate accredited by CPD after completing this Handling Difficult Customer course
Student ID card with amazing discounts - completely for FREE! (£10 postal charges will be applicable for international delivery)
Globally accepted standard structured lesson planning
Innovative and engaging contents and activities
Assessments that measure higher-level thinking and skills
Complete the Handling Difficult Customer program in your own time, at your own pace
Each of our students gets full 24/7 tutor support
Course Curriculum:
Introduction
Topics to be Covered:
Introduction - Welcome from Alan Stevens
Difficult Conversations
Topics to be Covered:
Why Are Some Conversations Difficult?
Preparation
Set-Up and Room Layout
How to Start the Conversation
Active Listening and Responding
Ask Open and Supportive Questions
Focus on Facts, Not Personalities
Use of Tone and Body Language
Exploring Alternative Solutions
Handling Challenge
How to Close a Difficult Conversation
Conclusions
Topics to be Covered:
Summary - What We've Covered
Thank You and Next Steps
Assessment Process
Once you have finished the learning stages in the course, your abilities will be assessed by an automated multiple-choice question session, after which you will receive the results immediately.
Showcase Your Accomplishment of New Skills: Get a Certification of Completion
The learners have to successfully complete the assessment of this Handling Difficult Customer course to achieve the CPD accredited certificate. Digital certificates can be ordered for only £10. The learner can purchase printed hard copies inside the UK for £29, and international students can purchase printed hard copies for £39.
 CPD 
10 CPD hours / points  Accredited by CPD Quality Standards
 Who is this course for? 
Is This Handling Difficult Customers Course Right for You?
This course is ideal for those who work in customer-facing roles who wish to develop the fundamental skills to deal with difficult customers efficiently and confidently. There are no specific entry requirements for this course, which can be studied on a part-time or full-time basis.
 Career path 
On successful completion, you will have the practical skills and knowledge to provide excellent customer service to all types of customers, take control of difficult situations and resolve problems with professionalism, competency and confidence. You will also have a range of communication skills for dealing with challenging customer-facing scenarios.

Academy for Health and Fitness

Business Communication Skills

Handling Difficult Customers

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					<div><p>Vanquish a noteworthy customer dealing skill set that will take you to places in the industry. Learn how to read people's body language, use active listening effectively, and remain calm in stressful situations herein this effective well-respected Handling Difficult Customer course. </p><p>The course aims to give you the opportunity to improve your people skills in a way that will set you apart from the competition. Investigate various models of excellent customer service, and techniques for improving the skill sets and approaches that your customer service representatives can quickly learn and implement. You'll also learn to deal with any complaints that come up with professionalism.</p><p>Customers remember service impressions, which lead to ratings and word-of-mouth marketing. This course elaborately explains all about difficult conversations, how to prepare and start from the ground, be active and sympathetic while handling customer complaints, deliver alternative solutions, and set up and disclose impenetrable conversations.</p><p>Enrol in this masterpiece course and get your hands on excellent people expertise!</p></div>
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                                <h2>Course Curriculum</h2>
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                            			<div>
				

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<table width="100%">				<tbody><tr>
					<td colspan="4"><strong>Introduction</strong></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Introduction - Welcome from Alan Stevens</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Difficult Conversations</strong></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Why Are Some Conversations Difficult?</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Preparation</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Set-Up and Room Layout</td><td><span>🕐 00:03:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>How to Start the Conversation</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Active Listening and Responding</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Ask Open and Supportive Questions</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Focus on Facts, Not Personalities</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Use of Tone and Body Language</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Exploring Alternative Solutions</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Handling Challenge</td><td><span>🕐 00:03:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>How to Close a Difficult Conversation</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Conclusions</strong></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Summary - What We've Covered</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Thank You and Next Steps</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Mock Exam</strong></td>
				</tr>
								<tr>
					<td><i></i></td>
					<td>Mock Exam - Handling Difficult Customers</td><td><span>🕐 00:20:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Final Exam</strong></td>
				</tr>
								<tr>
					<td><i></i></td>
					<td>Final Exam - Handling Difficult Customers</td><td><span>🕐 00:20:00</span></td>
				</tr>
				</tbody></table></div>

			</div>
		                        </div>

Vanquish a noteworthy customer dealing skill set that will take you to places in the industry. Learn how to read people's body language, use active listening effectively, and remain calm in stressful situations herein this effective well-respected Handling Difficult Customer course. 
The course aims to give you the opportunity to improve your people skills in a way that will set you apart from the competition. Investigate various models of excellent customer service, and techniques for improving the skill sets and approaches that your customer service representatives can quickly learn and implement. You'll also learn to deal with any complaints that come up with professionalism.
Customers remember service impressions, which lead to ratings and word-of-mouth marketing. This course elaborately explains all about difficult conversations, how to prepare and start from the ground, be active and sympathetic while handling customer complaints, deliver alternative solutions, and set up and disclose impenetrable conversations.
Enrol in this masterpiece course and get your hands on excellent people expertise!
 Learning outcome
Familiar yourself with the recent development and updates of the relevant industry
Know how to use your theoretical knowledge to adapt in any working environment
Get help from our expert tutors anytime you need
Access to course contents that are designed and prepared by industry professionals
Study at your convenient time and from wherever you want
 Why should I take this course?
Affordable premium-quality E-learning content, you can learn at your own pace.
You will receive a completion certificate upon completing the course.
Internationally recognized Accredited Qualification will boost up your resume.
You will learn the researched and proven approach adopted by successful people to transform their careers.
You will be able to incorporate various techniques successfully and understand your customers better.
 Requirements
No formal qualifications required, anyone from any academic background can take this course.
Access to a computer or digital device with internet connectivity.
Course Curriculum
Introduction			
▶	Introduction - Welcome from Alan Stevens	🕐 00:02:00
Difficult Conversations			
▶	Why Are Some Conversations Difficult?	🕐 00:02:00
▶	Preparation	🕐 00:02:00
▶	Set-Up and Room Layout	🕐 00:03:00
▶	How to Start the Conversation	🕐 00:02:00
▶	Active Listening and Responding	🕐 00:02:00
▶	Ask Open and Supportive Questions	🕐 00:02:00
▶	Focus on Facts, Not Personalities	🕐 00:01:00
▶	Use of Tone and Body Language	🕐 00:02:00
▶	Exploring Alternative Solutions	🕐 00:01:00
▶	Handling Challenge	🕐 00:03:00
▶	How to Close a Difficult Conversation	🕐 00:02:00
Conclusions			
▶	Summary - What We've Covered	🕐 00:01:00
▶	Thank You and Next Steps	🕐 00:01:00
Mock Exam			
	Mock Exam - Handling Difficult Customers	🕐 00:20:00
Final Exam			
	Final Exam - Handling Difficult Customers	🕐 00:20:00

Study Skills

Vanquish a noteworthy customer dealing skill set that will take you to places in the industry. Learn how

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