26375 Management courses in Congleton delivered Online

Description Stress destructs one's aim and separates from his foal. It is one of the common phenomena at present time. People are suffering from stress for different situation such as familial, economic, mental, physical, and study related stress. Everyone needs an approximate solution. Considering their demand, the Aromatherapy for Stress Relieve course incorporates some tactics to solve this stress problem. Aromatherapy signifies the use of natural plants extracts and essential oil in massage to reshape our body, emotion, and mind. The course teaches you how to reduce your stress knowing the proven methods of oils massage differently. It also assists you to show the right direction and approximate possible solution to reduce your stress level. After learning this course you will be enabled to know the effective methods of aromatic plants; oils to get relief from your stress. Assessment: This course does not involve any MCQ test. Students need to answer assignment questions to complete the course, the answers will be in the form of written work in pdf or word. Students can write the answers in their own time. Once the answers are submitted, the instructor will check and assess the work. Certification: After completing and passing the course successfully, you will be able to obtain an Accredited Certificate of Achievement. Certificates can be obtained either in hard copy at a cost of £39 or in PDF format at a cost of £24. Who is this Course for? Aromatherapy for Stress Relieve is certified by CPD Qualifications Standards and CiQ. This makes it perfect for anyone trying to learn potential professional skills. As there is no experience and qualification required for this course, it is available for all students from any academic background. Requirements Our Aromatherapy for Stress Relieve is fully compatible with any kind of device. Whether you are using Windows computer, Mac, smartphones or tablets, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation. Career Path After completing this course you will be able to build up accurate knowledge and skills with proper confidence to enrich yourself and brighten up your career in the relevant job market. Introduction Introduction FREE 00:02:00 What is Aromatherapy? What is aromatherapy 00:03:00 Essential oils Essential oils 00:04:00 Relaxing and balancing Essential Oils 00:03:00 Ritual recipes Bath Salts 00:04:00 SOS Recipes Personal Inhalers 00:04:00 Order Your Certificate and Transcript Order Your Certificates and Transcripts 00:00:00

The Safety Manager is a wonderful learning opportunity for anyone who has a passion for this topic and is interested in enjoying a long career in the relevant industry. It's also for anyone who is already working in this field and looking to brush up their knowledge and boost their career with a recognised certification. This Safety Manager consists of several modules that take around 5 hours to complete. The course is accompanied by instructional videos, helpful illustrations, how-to instructions and advice.The course is offered online at a very affordable price. That gives you the ability to study at your own pace in the comfort of your home. You can access the modules from anywhere and from any device. Why choose this course Earn a free e-certificate upon successful completion. Accessible, informative modules taught by expert instructors Study in your own time, at your own pace, through your computer tablet or mobile device Benefit from instant feedback through mock exams and multiple-choice assessments Get 24/7 help or advice from our email and live chat teams Full Tutor Support on Weekdays Course Design The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace. You are taught through a combination of Video lessons Online study materials Mock exams Multiple-choice assessment Certification Upon successful completion of the course, you will be able to obtain your course completion PDF Certificate at £9.99. Print copy by post is also available at an additional cost of £15.99 and the same for PDF and printed transcripts. Course Content Module 01: Introduction Introduction 00:04:00 Module 02: Health and Safety Related Accidents and ill-health Health and Safety Related Accidents and ill-health 00:07:00 Module 03: Legal Responsibilities and Requirements Legal Responsibilities and Requirements 00:09:00 Module 04: Managing health and safety in Workplace Managing health and safety in Workplace 00:25:00 Module 05: Health and Safety in The workplace Health and Safety in The workplace 00:13:00 Module 06: Workplace Hazards, Slips and Trips Workplace Hazards, Slips and Trips 00:21:00 Module 07: General fire safety General Fire Safety 00:10:00 Module 08: Work at height Work at height 00:12:00 Module 09: Building work Building work 00:13:00 Module 10: Machinery safety Machinery Safety 00:15:00 Module 11: Plant and equipment maintenance Plant and Equipment Maintenance 00:12:00 Module 12: Workplace transport Workplace transport 00:11:00 Module 13: Lifting and handling Lifting and handling 00:13:00 Module 14: Noise, Vibration Noise, Vibration 00:20:00 Module 15: Electricity Electricity 00:13:00 Module 16: Harmful substances Harmful substances 00:18:00 Module 17: Flammable and explosive substances Flammable and explosive substances 00:17:00 Module 18: Managing health, Stress and Emergency Procedures Managing health, Stress and Emergency Procedures 00:17:00 Module 19: Role of Employer or Managers and PPE Role of Employer or Managers and PPE 00:24:00 Frequently Asked Questions Are there any prerequisites for taking the course? There are no specific prerequisites for this course, nor are there any formal entry requirements. All you need is an internet connection, a good understanding of English and a passion for learning for this course. Can I access the course at any time, or is there a set schedule? You have the flexibility to access the course at any time that suits your schedule. Our courses are self-paced, allowing you to study at your own pace and convenience. How long will I have access to the course? For this course, you will have access to the course materials for 1 year only. This means you can review the content as often as you like within the year, even after you've completed the course. However, if you buy Lifetime Access for the course, you will be able to access the course for a lifetime. Is there a certificate of completion provided after completing the course? Yes, upon successfully completing the course, you will receive a certificate of completion. This certificate can be a valuable addition to your professional portfolio and can be shared on your various social networks. Can I switch courses or get a refund if I'm not satisfied with the course? We want you to have a positive learning experience. If you're not satisfied with the course, you can request a course transfer or refund within 14 days of the initial purchase. How do I track my progress in the course? Our platform provides tracking tools and progress indicators for each course. You can monitor your progress, completed lessons, and assessments through your learner dashboard for the course. What if I have technical issues or difficulties with the course? If you encounter technical issues or content-related difficulties with the course, our support team is available to assist you. You can reach out to them for prompt resolution.

Real Estate Investment: Real Estate When people think of investing in property, the first thing that comes to mind is Real Estate: Real Estate Investment. As Real Estate: Real Estate Investment professionals, you will analyze markets, identify profitable opportunities, and make strategic decisions to maximize returns. Real Estate: Real Estate Investment experts also assist clients in finding properties that match their financial goals, making this field both rewarding and profitable. Our Real Estate: Real Estate Investment course is perfect for anyone looking to excel in the Real Estate: Real Estate Investment industry. The course covers fundamental Real Estate: Real Estate Investment concepts before diving into advanced strategies. With this Real Estate: Real Estate Investment diploma, you will gain critical market knowledge and the investment skills needed to build a successful career in Real Estate: Real Estate Investment. Special Offers of this Real Estate Investment: Real Estate Course: This Real Estate Investment: Real Estate Course includes a FREE PDF Certificate Lifetime access to this Real Estate Investment: Real Estate Course Instant access to this Real Estate Investment: Real Estate Course 24/7 Support Available to this Real Estate Investment: Real Estate Course Real Estate Investment: Real Estate Our Real Estate: Real Estate Investment course is tailored for those aspiring to excel in the Real Estate: Real Estate Investment sector. This Real Estate: Real Estate Investment program begins with fundamental concepts, ensuring you build a strong foundation before advancing to more complex Real Estate: Real Estate Investment strategies. Throughout the course, you’ll gain a thorough understanding of market analysis, property valuation, and portfolio management, all crucial for succeeding in Real Estate: Real Estate Investment. By earning your diploma in Real Estate: Real Estate Investment, you’ll be equipped to confidently navigate the industry and achieve your financial and career goals. Who is this course for? Real Estate Investment: Real Estate This Real Estate: Real Estate Investment Diploma course is perfect for anyone aiming to kickstart a career in real estate investment or work within an estate agency. Whether you're a complete beginner or have no prior experience, this Real Estate: Real Estate Investment course requires no previous qualifications for enrolment. It provides you with the essential knowledge and skills needed to thrive in the Real Estate: Real Estate Investment industry, making it an excellent starting point for your journey toward a successful career. Requirements Real Estate Investment: Real Estate To enrol in this Real Estate Investment: Real Estate Course, students must fulfil the following requirements: Good Command over English language is mandatory to enrol in our Real Estate Investment: Real Estate Course. Be energetic and self-motivated to complete our Real Estate Investment: Real Estate Course. Basic computer Skill is required to complete our Real Estate Investment: Real Estate Course. If you want to enrol in our Real Estate Investment: Real Estate Course, you must be at least 15 years old.

Course Overview Commitment is key in any business. It is essential for meeting shared organisational targets and boosting performance in the workplace.  In the Techniques of Commitment Maintenance course, you will learn how to create a culture of accountability and measure commitment progress as a manager or team leader. It will guide you on how to encourage employee commitment to continuous improvement, to achieve shared organisational goals.  This course will also explore through case studies how commitment impacts business success, what to do when things don't go to plan, and how to have productive conversations to boost drive and commitment in teams and individuals. This best selling Techniques of Commitment Maintenance has been developed by industry professionals and has already been completed by hundreds of satisfied students. This in-depth Techniques of Commitment Maintenance is suitable for anyone who wants to build their professional skill set and improve their expert knowledge. The Techniques of Commitment Maintenance is CPD-accredited, so you can be confident you're completing a quality training course will boost your CV and enhance your career potential. The Techniques of Commitment Maintenance is made up of several information-packed modules which break down each topic into bite-sized chunks to ensure you understand and retain everything you learn. After successfully completing the Techniques of Commitment Maintenance, you will be awarded a certificate of completion as proof of your new skills. If you are looking to pursue a new career and want to build your professional skills to excel in your chosen field, the certificate of completion from the Techniques of Commitment Maintenance will help you stand out from the crowd. You can also validate your certification on our website. We know that you are busy and that time is precious, so we have designed the Techniques of Commitment Maintenance to be completed at your own pace, whether that's part-time or full-time. Get full course access upon registration and access the course materials from anywhere in the world, at any time, from any internet-enabled device.  Our experienced tutors are here to support you through the entire learning process and answer any queries you may have via email.

Course Description Get instant knowledge from this bite-sized Strategic Planning and Analysis for Marketing Part - 1 course. This course is very short and you can complete it within a very short time. In this Strategic Planning and Analysis for Marketing Part - 1 course you will get fundamental ideas of strategic planning and analysis for marketing, the key understanding of the development of a strategic plan, internal analysis and so on. Enrol in this course today and start your instant first step towards learning about strategic planning for marketing. Learn faster for instant implementation. Learning Outcome Familiarise with strategic planning for marketing Understand strategic planning Gain in-depth knowledge of the development of a strategic plan Understand strategic and marketing analysis Learn about internal analysis How Much Do Marketing Managers Earn?  Senior - £68,000 Average - £49,000 Starting - £35,000 Requirement Our Strategic Planning and Analysis for Marketing Part - 1 is fully compatible with any kind of device. Whether you are using Windows computer, Mac, smartphones or tablets, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation. Strategic Planning and Analysis for Marketing Part - 1 Module 01: An Introduction to Strategic Planning 00:17:00 Module 02: Development of a Strategic Plan 00:24:00 Module 03: Strategic Planning for Marketing 00:12:00 Module 04: Strategic and Marketing Analysis 00:14:00 Module 05: Internal Analysis 00:24:00 Assignment Assignment - Strategic Planning and Analysis for Marketing Part - 1 00:00:00

Overview Dive deep into the intricate world of medical coding with our comprehensive course, offering an immersive experience in the standardised language of healthcare. Our curriculum not only initiates you into the introductory aspects but also takes you through detailed coding conventions and guidelines for various diseases and conditions, spanning infectious diseases to congenital abnormalities. Understanding medical coding is imperative in the healthcare industry for accurate documentation, billing, and patient care, making it an indispensable skill for anyone interested in a career in healthcare administration. Learning Outcomes Understand the foundational principles of medical coding and its significance in healthcare. Decode and apply conventions specific to the ICD-10-CM. Interpret and implement chapter-specific coding guidelines for a diverse range of diseases and conditions. Differentiate and categorise diseases into their respective chapters, ensuring precise documentation. Synthesise medical records, disease classifications, and coding guidelines to ensure accurate medical billing and administrative procedures. Why buy this Certificate in Medical Coding- ICD-10-CM at QLS Level 3? Unlimited access to the course for a lifetime. Opportunity to earn a certificate accredited by the CPD Quality Standards after completing this course. Structured lesson planning in line with industry standards. Immerse yourself in innovative and captivating course materials and activities. Assessments are designed to evaluate advanced cognitive abilities and skill proficiency. Flexibility to complete the course at your own pace, on your own schedule. Receive full tutor support throughout the week, from Monday to Friday, to enhance your learning experience. Who is this course for? Individuals keen on starting a career in healthcare administration and billing. Medical administrators looking to refine and update their knowledge. Healthcare professionals desiring an understanding of the backend administrative process. Medical students wishing to diversify their skill set. Coding enthusiasts interested in the healthcare sector. Career path Medical Coder: £24,000 - £29,000 annually Health Information Manager: £30,000 - £36,000 annually Medical Records Technician: £20,000 - £26,000 annually Clinical Documentation Specialist: £28,000 - £34,000 annually Health Data Analyst: £27,000 - £33,000 annually Medical Billing Manager: £29,000 - £35,000 annually Prerequisites This Certificate in Medical Coding- ICD-10-CM at QLS Level 3 does not require you to have any prior qualifications or experience. You can just enrol and start learning. This course was made by professionals and it is compatible with all PC's, Mac's, tablets and smartphones. You will be able to access the course from anywhere at any time as long as you have a good enough internet connection. Certification After studying the course materials, there will be a written assignment test which you can take at the end of the course. After successfully passing the test you will be able to claim the pdf certificate for £4.99 Original Hard Copy certificates need to be ordered at an additional cost of £8. Endorsed Certificate of Achievement from the Quality Licence Scheme Learners will be able to achieve an endorsed certificate after completing the course as proof of their achievement. You can order the endorsed certificate for only £85 to be delivered to your home by post. For international students, there is an additional postage charge of £10. Endorsement The Quality Licence Scheme (QLS) has endorsed this course for its high-quality, non-regulated provision and training programmes. The QLS is a UK-based organisation that sets standards for non-regulated training and learning. This endorsement means that the course has been reviewed and approved by the QLS and meets the highest quality standards. Please Note: Studyhub is a Compliance Central approved resale partner for Quality Licence Scheme Endorsed courses. Course Curriculum Medical coding Introduction Medical Coding Introduction 00:15:00 Placeholder 00:01:00 How to Use Medical Coding Books? 00:36:00 Conventions for the ICD-10-CM Conventions Introduction 00:03:00 Conventions Part: 01 00:19:00 Conventions Part: 02 00:17:00 Conventions Part: 03 00:17:00 Conventions Part: 04 00:37:00 General Coding Guidelines Locating a code in the ICD-10-CM 00:02:00 Level of Detail in Coding 00:01:00 Code or codes from A00.0 through T88.9, Z00-Z99.8 00:01:00 Signs and symptoms 00:02:00 Conditions that are not an integral part of a disease process 00:02:00 Conditions that are not an integral part of a disease process 00:02:00 Multiple coding for a single condition Part: 01 00:02:00 Multiple coding for a single condition Part: 02 00:01:00 Acute and Chronic Conditions 00:02:00 Combination Code 00:02:00 Sequela (Late Effects) 00:02:00 Impending or Threatened Condition 00:01:00 Reporting Same Diagnosis Code More than Once 00:01:00 Laterality 00:02:00 Documentation by Clinicians Other than the Patient's Provider 00:02:00 Documentation of Complications of Care Part: 01 00:02:00 Documentation of Complications of Care Part: 02 00:01:00 Borderline Diagnosis 00:01:00 Use of Sign -Symptom- Unspecified Codes 00:02:00 Coding for Healthcare Encounters in Hurricane Aftermath 00:06:00 Chapter Specific Coding Guidelines Introduction Digital Medical Coding Mastery (DMCM) 00:05:00 Chapter 1: Certain Infectious and Parasitic Diseases (A00-B99) HIV Coding Guidelines 00:13:00 Infections resistant to antibiotics 00:02:00 Coding of Sepsis, Severe Sepsis, and Septic Shock 00:13:00 Zika virus infections 00:02:00 Chapter 2: Neoplasms (C00-D49) Introduction of Neoplasm or Cancer 00:02:00 Treatment directed at Malignancy or Cancer 00:02:00 Treatment of Secondary Cancer site 00:02:00 Coding & Sequencing of complications 00:04:00 Primary malignancy previously excised 00:01:00 Encounters involving chemotherapy, immunotherapy and radiation therapy 00:02:00 Encounter to determine extent of malignancy 00:01:00 Signs and Symptoms with Neoplasms 00:02:00 Admission for pain control management 00:01:00 Malignancy in two or more non-contiguous sites 00:02:00 Disseminated Malignant Neoplasm 00:01:00 Malignant Neoplasm without specification of site 00:01:00 Sequencing of Neoplasm Codes 00:06:00 Current Malignancy versus personal history of Malignancy 00:04:00 Leukemia, Multiple Myeloma 00:02:00 Aftercare, Follow-up, Prophylactic organ removal 00:05:00 Chapter 3: Endocrine, Nutritional, and Metabolic Diseases (E00-E89) Introduction Endocrine, Nutritional, and Metabolic Diseases 00:01:00 Diabetes mellitus (DM) 00:01:00 Diabetes mellitus and use of insulin 00:01:00 DM in Pregnancy 00:01:00 Complications due to Insulin Pump Malfunction 00:02:00 Secondary Diabetes Mellitus (DM) 00:06:00 Chapter 4: Mental, Behavioral and Neurodevelopmental disorders (F01 - F99) Pain Disorder related to Psychological Factor 00:02:00 MSBP (Munchausen's Syndrome By Proxy) 00:05:00 Chapter 5: Diseases of the Nervous System (G00-G99) Introduction of Nervous System 00:04:00 Pain Coding Guidelines 00:03:00 Pain due to Device and Post OP Pain 00:03:00 Post OP Pain associated 00:01:00 Chronic Pain, Neoplasm related and Chronic pain Syndrome 00:05:00 Tip for Today 00:03:00 Chapter 6: Diseases of the Eye and Adnexa (H00-H59) Glaucoma Coding Guidelines 00:07:00 Blindness Coding Guidelines 00:07:00 Chapter 7: Diseases of the Circulatory System (I00-I99) Hypertension (HTN) Coding Guidelines 00:06:00 Different types of Hypertension combination codes 00:10:00 Coronary Artery Disease (CAD) Coding Guidelines 00:04:00 Intra and Postoperative CVA 00:03:00 Acute and Sequela Cerebrovascular Accident (CVA) 00:06:00 Myocardial Infarction (MI) 00:09:00 Tip for Today 00:03:00 Chapter 8: Diseases of the Respiratory System (J00-J99) Guidelines for COPD 00:07:00 Guidelines for Respiratory Failure and Influenza 00:07:00 Ventilator Associated Pneumonia (VAP) 00:05:00 Chapter 9: Diseases of the Skin and Subcutaneous Tissue (L00-L99) Pressure Ulcer Coding Guidelines 00:07:00 Non Pressure Ulcer Coding Guidelines 00:06:00 Chapter 10: Diseases of the Musculoskeletal System & Connective Tissue (M00-M99) Musculoskeletal System 00:14:00 Chapter 11: Diseases of Genitourinary System (N00-N99) CKD & Transplant status 00:09:00 Tip for you 00:02:00 Chapter 12: Pregnancy, Childbirth, and the Puerperium (O00-O9A) General Rules to code Pregnancy 00:15:00 Selection of Codes in obstetrics 00:10:00 Pre-existing conditions in Pregnancy 00:07:00 Pregnancy Combination conditions 00:17:00 Postpartum and Peri partum 00:09:00 Termination and Spontaneous Abortion 00:09:00 Chapter 13: Certain Conditions Originating in the Perinatal Period (P00-P96) Newborn General Guidelines 00:10:00 Additional Diagnosis and Newborn codes 00:07:00 Chapter 14: Congenital malformations, deformations, chromosomal abnormal(Q00-Q99) Congenital Malformation Codes 00:07:00 Chapter 15: Symptoms, signs, & abnormal clinical & laboratory findings (R00-R99) Symptoms Guidelines R Series 00:16:00 Chapter 16: Injury, poisoning, certain consequences of external causes (S00-T88) Coding Injury & Fracture 00:26:00 Coding of Burns and Corrosions 00:15:00 Adult, Child Abuse, Neglect 00:07:00 Adverse effect, Poisoning 00:17:00 Complication of Care 00:09:00 Conclusion Conclusion 00:01:00 Assignment Assignment - Certificate in Medical Coding- ICD-10-CM at QLS Level 3 04:00:00 Order your QLS Endorsed Certificate Order your QLS Endorsed Certificate 00:00:00

Overview Gain the skills to supervise staff on food hygiene and safety in the catering industry, with this best-selling training program! The Food Hygiene and Safety Audit in Catering course is designed to provide food handlers who work in the catering industry with the knowledge and practical skills to ensure a solid food hygiene and safety system in the workplace. You will deepen your knowledge of key food safety legislation and procedures, taking your professionalism to the next level in no time. Enrol in this course and train your staff effectively on food hygiene and safety! Why buy this Food Hygiene and Safety Audit in Catering? Unlimited access to the course for forever Digital Certificate, Transcript, student ID all included in the price Absolutely no hidden fees Directly receive CPD accredited qualifications after course completion Receive one to one assistance on every weekday from professionals Immediately receive the PDF certificate after passing Receive the original copies of your certificate and transcript on the next working day Easily learn the skills and knowledge from the comfort of your home Certification After studying the course materials of the Food Hygiene and Safety Audit in Catering you will be able to take the MCQ test that will assess your knowledge. After successfully passing the test you will be able to claim the pdf certificate for £5.99. Original Hard Copy certificates need to be ordered at an additional cost of £9.60. Who is this course for? This Food Hygiene and Safety Audit in Catering does not require you to have any prior qualifications or experience. You can just enrol and start learning.  Prerequisites This Food Hygiene and Safety Audit in Catering was made by professionals and it is compatible with all PC's, Mac's, tablets and smartphones. You will be able to access the course from anywhere at any time as long as you have a good enough internet connection. Career path As this course comes with multiple courses included as bonus, you will be able to pursue multiple occupations. This Food Hygiene and Safety Audit in Catering is a great way for you to gain multiple skills from the comfort of your home. Course Curriculum Introduction Lesson 01 Introduction 00:03:00 Delivery: area of focus contamination Lesson 02 Delivery and contamination 00:04:00 Back up storage: area of focus direct cross contamination Lesson 03 Direct cross contamination and fridge layout 00:03:00 Back up storage: Area of focus requirements for bacterial growth Lesson 04 Conditions for bacterial growth 00:05:00 Lesson 05 A recap and tips for fridge safety 00:02:00 Lesson 06 Back up storage task 00:01:00 Preparation: Area of focus indirect cross contamination Lesson 07 Introduction to indirect cross contamination 00:01:00 Lesson 08 Examples of indirect cross contamination 00:02:00 Lesson 09 Cross contamination controls 00:02:00 Preparation: Area of focus personal hygiene. Lesson 10 Introducing personal hygiene exercise 00:01:00 Lesson 11 Personal Hygiene standards and the risks of poor hygiene 00:05:00 Lesson 12 Personal hygiene task 00:01:00 Preparation: Area of focus food poisoning Lesson 13 Introduction to Food Poisoning 00:02:00 Lesson 14 Food poisoning symptoms exercise 00:04:00 Lesson 15 Course recap 00:05:00 The affect of temperature on bacteria Lesson 16 Affects of temperature on bacteria 00:05:00 Lesson 17 Focus on temperature 00:04:00 Lesson 18 Introducing the temperature task 00:01:00 Lesson 19 A reminder of the turkey 00:01:00 Service; areas of focus buffets and allergens Lesson 20 Buffet temperatures 00:03:00 Lesson 21 Allergens 00:06:00 Lesson 22 An update in allergen legislation 00:01:00 Lesson 23 Allergen and buffet task 00:01:00 A food safety audit: Area of focus pest control Lesson 24 Examples of pests 00:03:00 Lesson 25 Reducing the risk of pests 00:02:00 Lesson 26 Pest task 00:01:00 A food safety audit; Area of focus structure 2 lectures Lesson 27 Examining the structure 00:04:00 Lesson 28 Structural task 00:01:00 A food safety audit: area of focus cleaning and disinfection. Lesson 29 Checking standards 00:01:00 Lesson 30 Cleaning and disinfection definitions 00:03:00 Lesson 31 Cleaning task 00:01:00 Paper work and revision Lesson 32 Due diligence and paper work 00:02:00 Lesson 33 Checking paper work task 00:01:00 Lesson 34 A final goodbye 00:01:00

Dealing with Angry or Rude Customers   Course Description   Copyright Ross Maynard 2021   Course Description If you work in customer service in any way, then, from time to time, you are going to have to deal with angry or rude customers. This course will help you manage those stressful situations and support the customer as best you can. Anger is a normal and relatively common emotion caused by a perceived hurt or provocation. In some cases a customer’s anger or rude behaviour may be driven by the failings of your organisation or its products and services. In other cases, the problem may be outside your control but you still have to deal with the impact. In this course we look at anger in a customer service situation and how to deal with it. We review the nature and causes of anger; we look at how poor customer service can cause anger and what you can do to prepare your organisation to deal with anger. We cover the warning signs for anger and present a 12 step approach to dealing with an angry customer. We cover questions and short scripts that can help you start a discussion with an angry customer, and we consider why customers might be rude. Finally we look at managing the stress of dealing with an angry customer and finish the course with a review of the key learning points. I hope you find the course helpful.   Key Learning Points  On completion of the course, delegates will be able to: Understand the nature and causes of anger as an emotion. Consider their objectives when dealing with an angry customer. Help prepare their organisation for dealing with angry customers. Identify appropriate customer service metrics Work through a series of steps to deal with an angry customer. Use questions and short scripts to try to help a customer bring their anger under control . Consider why a customer might be rude, and how to deal with that rudeness. Understand how to manage the stress of dealing with angry or rude customers.     Curriculum L1: Anger as an Emotion L2: Your Objectives when Dealing with Anger L3: Poor Customer Service L4: Preparing your Organisation  L5: Warning Signs and What Not to Do L6: The 12 Steps to Dealing with Anger L7: Example Scripts for Angry Customers L8: Dealing with Rude Customers L9: Dealing with Stress, and Key Learning Points     Pre-Course Requirements There are no pre-course requirements     Additional Resources Copy of customer behaviour policy     Course Tutor Your tutor is Ross Maynard. Ross is a Fellow of the Chartered Institute of Management Accountants in the UK and has 30 years’ experience as a process improvement consultant specialising in business processes and organisation development. Ross is also a professional author of online training courses. Ross lives in Scotland with his wife, daughter and Cocker Spaniel

Say It Skillfully™: Tough Conversations with Great Results Do you avoid difficult conversations? Have you failed to say what needs to be said, simply because you didn't have the right words? This session will show you how to speak your mind in a positive and productive manner, even under challenging circumstances. We will explore specific scenarios in which Molly offers the exact words you can use-and explains the words-so you start to see patterns emerge and are able to skillfully resolve what used to be difficult interactions. When you hold back, you become part of the problem. When you learn how to express your perceptions, you become part of the solution. The words you need to be open, honest and direct Frameworks to help you to build confidence and poise Skills to help you support those around in a positive and uplifting manner

Say It Skillfully™: Tough Conversations with Great Results Do you avoid difficult conversations? Have you failed to say what needs to be said, simply because you didn't have the right words? This session will show you how to speak your mind in a positive and productive manner, even under challenging circumstances. We will explore specific scenarios in which Molly offers the exact words you can use-and explains the words-so you start to see patterns emerge and are able to skillfully resolve what used to be difficult interactions. When you hold back, you become part of the problem. When you learn how to express your perceptions, you become part of the solution. The words you need to be open, honest and direct Frameworks to help you to build confidence and poise Skills to help you support those around in a positive and uplifting manner