5765 Mind courses in Cardiff delivered Online

Course Overview Outstanding customer service doesn’t happen by accident- it’s the result of clear communication, empathy, consistency, and a strong customer-focused mindset. This practical one-day course helps participants develop the mindset, skills and strategies needed to provide exceptional service and handle difficult situations with confidence and professionalism. Through real-world scenarios, role plays and interactive discussions, participants will learn how to build rapport, respond to customer needs, and create positive experiences that leave a lasting impression—whether communicating face-to-face, by phone, email, or online. Who Should Attend This course is ideal for: Frontline staff in retail, hospitality, healthcare, call centres, or public service Administration or reception staff Technical support or helpdesk officers Any team member who interacts with customers, clients or stakeholders No previous training in customer service is required. Learning Outcomes By the end of the course, participants will be able to: Understand what excellent customer service looks like and why it matters Communicate clearly, professionally and confidently in different situations Build rapport with a wide range of customers Show empathy and listen actively to understand customer needs Handle complaints, concerns and difficult conversations calmly and constructively Maintain a positive attitude, even under pressure Represent their organisation in a consistent and professional way Course Content 1. Foundations of Customer Service Excellence What is excellent customer service? First impressions and the customer journey Attitude, tone and mindset 2. Communicating with Confidence The power of words, tone and body language Active listening and questioning skills Managing expectations and saying "no" professionally 3. Creating Positive Connections Building rapport and trust quickly Adapting your style for different customers Service recovery: turning complaints into opportunities 4. Handling Difficult Situations Staying calm under pressure Responding to frustration, complaints or anger The LEAPS model for difficult conversations (Listen, Empathise, Apologise, Provide solution, Summarise) 5. Service Across Channels Delivering service via phone, email and online Professional email and message tone Tips for consistency across different platforms 6. Practical Application and Action Planning Real-life scenarios and role plays Personal action planning for immediate workplace impact Sharing service tips and best practices Delivery Method The course is delivered in an engaging, interactive format and includes: Short trainer-led discussions Scenario-based activities Role plays with coaching Group discussions and shared insights Available as a face-to-face or live virtual workshop. Inclusions Participant workbook and tools Practical checklists and communication templates Certificate of completion Access to optional post-course coaching support

Course Overview Outstanding customer service doesn’t happen by accident- it’s the result of clear communication, empathy, consistency, and a strong customer-focused mindset. This practical one-day course helps participants develop the mindset, skills and strategies needed to provide exceptional service and handle difficult situations with confidence and professionalism. Through real-world scenarios, role plays and interactive discussions, participants will learn how to build rapport, respond to customer needs, and create positive experiences that leave a lasting impression—whether communicating face-to-face, by phone, email, or online. Who Should Attend This course is ideal for: Frontline staff in retail, hospitality, healthcare, call centres, or public service Administration or reception staff Technical support or helpdesk officers Any team member who interacts with customers, clients or stakeholders No previous training in customer service is required. Learning Outcomes By the end of the course, participants will be able to: Understand what excellent customer service looks like and why it matters Communicate clearly, professionally and confidently in different situations Build rapport with a wide range of customers Show empathy and listen actively to understand customer needs Handle complaints, concerns and difficult conversations calmly and constructively Maintain a positive attitude, even under pressure Represent their organisation in a consistent and professional way Course Content 1. Foundations of Customer Service Excellence What is excellent customer service? First impressions and the customer journey Attitude, tone and mindset 2. Communicating with Confidence The power of words, tone and body language Active listening and questioning skills Managing expectations and saying "no" professionally 3. Creating Positive Connections Building rapport and trust quickly Adapting your style for different customers Service recovery: turning complaints into opportunities 4. Handling Difficult Situations Staying calm under pressure Responding to frustration, complaints or anger The LEAPS model for difficult conversations (Listen, Empathise, Apologise, Provide solution, Summarise) 5. Service Across Channels Delivering service via phone, email and online Professional email and message tone Tips for consistency across different platforms 6. Practical Application and Action Planning Real-life scenarios and role plays Personal action planning for immediate workplace impact Sharing service tips and best practices Delivery Method The course is delivered in an engaging, interactive format and includes: Short trainer-led discussions Scenario-based activities Role plays with coaching Group discussions and shared insights Available as a face-to-face or live virtual workshop. Inclusions Participant workbook and tools Practical checklists and communication templates Certificate of completion Access to optional post-course coaching support

Course Overview Outstanding customer service doesn’t happen by accident- it’s the result of clear communication, empathy, consistency, and a strong customer-focused mindset. This practical one-day course helps participants develop the mindset, skills and strategies needed to provide exceptional service and handle difficult situations with confidence and professionalism. Through real-world scenarios, role plays and interactive discussions, participants will learn how to build rapport, respond to customer needs, and create positive experiences that leave a lasting impression—whether communicating face-to-face, by phone, email, or online. Who Should Attend This course is ideal for: Frontline staff in retail, hospitality, healthcare, call centres, or public service Administration or reception staff Technical support or helpdesk officers Any team member who interacts with customers, clients or stakeholders No previous training in customer service is required. Learning Outcomes By the end of the course, participants will be able to: Understand what excellent customer service looks like and why it matters Communicate clearly, professionally and confidently in different situations Build rapport with a wide range of customers Show empathy and listen actively to understand customer needs Handle complaints, concerns and difficult conversations calmly and constructively Maintain a positive attitude, even under pressure Represent their organisation in a consistent and professional way Course Content 1. Foundations of Customer Service Excellence What is excellent customer service? First impressions and the customer journey Attitude, tone and mindset 2. Communicating with Confidence The power of words, tone and body language Active listening and questioning skills Managing expectations and saying "no" professionally 3. Creating Positive Connections Building rapport and trust quickly Adapting your style for different customers Service recovery: turning complaints into opportunities 4. Handling Difficult Situations Staying calm under pressure Responding to frustration, complaints or anger The LEAPS model for difficult conversations (Listen, Empathise, Apologise, Provide solution, Summarise) 5. Service Across Channels Delivering service via phone, email and online Professional email and message tone Tips for consistency across different platforms 6. Practical Application and Action Planning Real-life scenarios and role plays Personal action planning for immediate workplace impact Sharing service tips and best practices Delivery Method The course is delivered in an engaging, interactive format and includes: Short trainer-led discussions Scenario-based activities Role plays with coaching Group discussions and shared insights Available as a face-to-face or live virtual workshop. Inclusions Participant workbook and tools Practical checklists and communication templates Certificate of completion Access to optional post-course coaching support

Course Duration: Half-day or full-day program (with virtual delivery options) Target Audience: HR professionals, leaders, managers, and wellbeing champions who are responsible for creating and maintaining mental health support systems and promoting work-life balance within their organisations. Course Objectives By the end of this course, participants will be able to: Understand the importance of mental health and wellbeing in the workplace. Learn strategies for creating a workplace culture that supports mental health and resilience. Develop practical tools to prevent burnout and promote work-life balance. Identify systems and resources to help employees maintain mental health and manage stress. Design and implement a workplace wellbeing plan that fosters employee engagement and productivity. Course Outline Module 1: The Importance of Workplace Wellbeing What is workplace wellbeing? Understanding mental health, emotional wellbeing, and work-life balance The link between employee wellbeing and organisational performance Statistics and trends: The rising importance of mental health in the workplace The business case for prioritising mental health: reducing absenteeism, turnover, and improving productivity Legal and ethical considerations in workplace mental health Module 2: Mental Health in the Workplace Recognising the signs of mental health challenges (e.g., anxiety, depression, stress) The impact of workplace culture on employee mental health Stress and burnout: Causes, symptoms, and prevention strategies The role of leadership in promoting mental health and supporting employees Confidentiality and stigma: Overcoming barriers to mental health support Module 3: Creating a Culture of Wellbeing Building a supportive and inclusive workplace culture that prioritises mental health Encouraging open dialogue: How to talk about mental health and reduce stigma The role of leadership in modelling and promoting wellbeing practices Policies and practices to promote work-life balance (e.g., flexible working, remote work options) The importance of employee engagement in fostering a culture of wellbeing Module 4: Systems and Resources for Mental Health Support Developing an Employee Assistance Program (EAP) and other mental health resources Peer support networks and mental health champions within the workplace Mental health first aid training: How to support colleagues in need Creating accessible resources for employees to manage their mental health (e.g., online tools, workshops, apps) Integrating wellbeing initiatives into existing HR systems: policies, performance management, and professional development Module 5: Strategies for Managing Stress and Preventing Burnout Stress management techniques for individuals and teams Time management, task prioritisation, and setting boundaries to reduce stress Mindfulness and relaxation exercises to combat workplace stress Encouraging regular breaks, physical activity, and healthy work habits Building resilience: Developing coping strategies for challenging situations Preventing burnout: Identifying early warning signs and taking proactive measures Module 6: Promoting Work-Life Balance Defining work-life balance in today’s connected world Strategies for setting boundaries between work and personal life Managing expectations: How to avoid overworking and reduce the pressure to be "always on" The importance of taking breaks, vacations, and "disconnecting" from work Flexible working arrangements and how they contribute to balance Supporting parents, carers, and individuals with other life commitments Module 7: Implementing a Workplace Wellbeing Plan Conducting a wellbeing audit: Understanding current practices and identifying gaps Designing a comprehensive wellbeing program: Key components and best practices Measuring the success of wellbeing initiatives: Metrics, feedback, and employee engagement Aligning wellbeing efforts with organisational goals and values Action planning: Creating a roadmap for rolling out workplace wellbeing initiatives Communicating wellbeing resources and encouraging employee participation Module 8: Sustaining Wellbeing in the Workplace Embedding mental health and wellbeing into the organisation’s long-term strategy Continuous improvement: Monitoring and refining wellbeing programs Engaging employees in ongoing wellbeing activities (e.g., wellness challenges, workshops, wellness days) Training leaders and managers to foster ongoing mental health support Celebrating successes and recognising the importance of mental health in organisational culture Delivery Style Interactive, with a blend of group discussions, case studies, and role-playing activities Practical exercises for creating wellbeing strategies and action plans Relaxation techniques and mindfulness exercises incorporated into the sessions Tools and templates for creating mental health initiatives in the workplace Employee engagement surveys and feedback collection techniques to measure program effectiveness Course Materials Provided Workplace Wellbeing Framework and Best Practice Guidelines Wellbeing Plan Template and Action Plan for Implementation Stress Management and Resilience Toolkit Resources for Managers: Creating Mental Health-Supportive Teams Mental Health First Aid Checklist and Employee Assistance Program Resources Resource list: Apps, books, and online resources for mental health in the workplace Optional Add-ons Follow-up sessions for managers and leaders on maintaining a mental health-friendly work environment E-learning modules on specific aspects of wellbeing (e.g., stress management, mental health first aid) One-on-one wellbeing consultations or coaching for employees Employee wellbeing workshops (e.g., mindfulness, physical wellness, nutrition)

Course Duration: Half-day or full-day program (with virtual delivery options) Target Audience: HR professionals, leaders, managers, and wellbeing champions who are responsible for creating and maintaining mental health support systems and promoting work-life balance within their organisations. Course Objectives By the end of this course, participants will be able to: Understand the importance of mental health and wellbeing in the workplace. Learn strategies for creating a workplace culture that supports mental health and resilience. Develop practical tools to prevent burnout and promote work-life balance. Identify systems and resources to help employees maintain mental health and manage stress. Design and implement a workplace wellbeing plan that fosters employee engagement and productivity. Course Outline Module 1: The Importance of Workplace Wellbeing What is workplace wellbeing? Understanding mental health, emotional wellbeing, and work-life balance The link between employee wellbeing and organisational performance Statistics and trends: The rising importance of mental health in the workplace The business case for prioritising mental health: reducing absenteeism, turnover, and improving productivity Legal and ethical considerations in workplace mental health Module 2: Mental Health in the Workplace Recognising the signs of mental health challenges (e.g., anxiety, depression, stress) The impact of workplace culture on employee mental health Stress and burnout: Causes, symptoms, and prevention strategies The role of leadership in promoting mental health and supporting employees Confidentiality and stigma: Overcoming barriers to mental health support Module 3: Creating a Culture of Wellbeing Building a supportive and inclusive workplace culture that prioritises mental health Encouraging open dialogue: How to talk about mental health and reduce stigma The role of leadership in modelling and promoting wellbeing practices Policies and practices to promote work-life balance (e.g., flexible working, remote work options) The importance of employee engagement in fostering a culture of wellbeing Module 4: Systems and Resources for Mental Health Support Developing an Employee Assistance Program (EAP) and other mental health resources Peer support networks and mental health champions within the workplace Mental health first aid training: How to support colleagues in need Creating accessible resources for employees to manage their mental health (e.g., online tools, workshops, apps) Integrating wellbeing initiatives into existing HR systems: policies, performance management, and professional development Module 5: Strategies for Managing Stress and Preventing Burnout Stress management techniques for individuals and teams Time management, task prioritisation, and setting boundaries to reduce stress Mindfulness and relaxation exercises to combat workplace stress Encouraging regular breaks, physical activity, and healthy work habits Building resilience: Developing coping strategies for challenging situations Preventing burnout: Identifying early warning signs and taking proactive measures Module 6: Promoting Work-Life Balance Defining work-life balance in today’s connected world Strategies for setting boundaries between work and personal life Managing expectations: How to avoid overworking and reduce the pressure to be "always on" The importance of taking breaks, vacations, and "disconnecting" from work Flexible working arrangements and how they contribute to balance Supporting parents, carers, and individuals with other life commitments Module 7: Implementing a Workplace Wellbeing Plan Conducting a wellbeing audit: Understanding current practices and identifying gaps Designing a comprehensive wellbeing program: Key components and best practices Measuring the success of wellbeing initiatives: Metrics, feedback, and employee engagement Aligning wellbeing efforts with organisational goals and values Action planning: Creating a roadmap for rolling out workplace wellbeing initiatives Communicating wellbeing resources and encouraging employee participation Module 8: Sustaining Wellbeing in the Workplace Embedding mental health and wellbeing into the organisation’s long-term strategy Continuous improvement: Monitoring and refining wellbeing programs Engaging employees in ongoing wellbeing activities (e.g., wellness challenges, workshops, wellness days) Training leaders and managers to foster ongoing mental health support Celebrating successes and recognising the importance of mental health in organisational culture Delivery Style Interactive, with a blend of group discussions, case studies, and role-playing activities Practical exercises for creating wellbeing strategies and action plans Relaxation techniques and mindfulness exercises incorporated into the sessions Tools and templates for creating mental health initiatives in the workplace Employee engagement surveys and feedback collection techniques to measure program effectiveness Course Materials Provided Workplace Wellbeing Framework and Best Practice Guidelines Wellbeing Plan Template and Action Plan for Implementation Stress Management and Resilience Toolkit Resources for Managers: Creating Mental Health-Supportive Teams Mental Health First Aid Checklist and Employee Assistance Program Resources Resource list: Apps, books, and online resources for mental health in the workplace Optional Add-ons Follow-up sessions for managers and leaders on maintaining a mental health-friendly work environment E-learning modules on specific aspects of wellbeing (e.g., stress management, mental health first aid) One-on-one wellbeing consultations or coaching for employees Employee wellbeing workshops (e.g., mindfulness, physical wellness, nutrition)

Course Duration: Half-day or full-day program (with virtual delivery options) Target Audience: HR professionals, leaders, managers, and wellbeing champions who are responsible for creating and maintaining mental health support systems and promoting work-life balance within their organisations. Course Objectives By the end of this course, participants will be able to: Understand the importance of mental health and wellbeing in the workplace. Learn strategies for creating a workplace culture that supports mental health and resilience. Develop practical tools to prevent burnout and promote work-life balance. Identify systems and resources to help employees maintain mental health and manage stress. Design and implement a workplace wellbeing plan that fosters employee engagement and productivity. Course Outline Module 1: The Importance of Workplace Wellbeing What is workplace wellbeing? Understanding mental health, emotional wellbeing, and work-life balance The link between employee wellbeing and organisational performance Statistics and trends: The rising importance of mental health in the workplace The business case for prioritising mental health: reducing absenteeism, turnover, and improving productivity Legal and ethical considerations in workplace mental health Module 2: Mental Health in the Workplace Recognising the signs of mental health challenges (e.g., anxiety, depression, stress) The impact of workplace culture on employee mental health Stress and burnout: Causes, symptoms, and prevention strategies The role of leadership in promoting mental health and supporting employees Confidentiality and stigma: Overcoming barriers to mental health support Module 3: Creating a Culture of Wellbeing Building a supportive and inclusive workplace culture that prioritises mental health Encouraging open dialogue: How to talk about mental health and reduce stigma The role of leadership in modelling and promoting wellbeing practices Policies and practices to promote work-life balance (e.g., flexible working, remote work options) The importance of employee engagement in fostering a culture of wellbeing Module 4: Systems and Resources for Mental Health Support Developing an Employee Assistance Program (EAP) and other mental health resources Peer support networks and mental health champions within the workplace Mental health first aid training: How to support colleagues in need Creating accessible resources for employees to manage their mental health (e.g., online tools, workshops, apps) Integrating wellbeing initiatives into existing HR systems: policies, performance management, and professional development Module 5: Strategies for Managing Stress and Preventing Burnout Stress management techniques for individuals and teams Time management, task prioritisation, and setting boundaries to reduce stress Mindfulness and relaxation exercises to combat workplace stress Encouraging regular breaks, physical activity, and healthy work habits Building resilience: Developing coping strategies for challenging situations Preventing burnout: Identifying early warning signs and taking proactive measures Module 6: Promoting Work-Life Balance Defining work-life balance in today’s connected world Strategies for setting boundaries between work and personal life Managing expectations: How to avoid overworking and reduce the pressure to be "always on" The importance of taking breaks, vacations, and "disconnecting" from work Flexible working arrangements and how they contribute to balance Supporting parents, carers, and individuals with other life commitments Module 7: Implementing a Workplace Wellbeing Plan Conducting a wellbeing audit: Understanding current practices and identifying gaps Designing a comprehensive wellbeing program: Key components and best practices Measuring the success of wellbeing initiatives: Metrics, feedback, and employee engagement Aligning wellbeing efforts with organisational goals and values Action planning: Creating a roadmap for rolling out workplace wellbeing initiatives Communicating wellbeing resources and encouraging employee participation Module 8: Sustaining Wellbeing in the Workplace Embedding mental health and wellbeing into the organisation’s long-term strategy Continuous improvement: Monitoring and refining wellbeing programs Engaging employees in ongoing wellbeing activities (e.g., wellness challenges, workshops, wellness days) Training leaders and managers to foster ongoing mental health support Celebrating successes and recognising the importance of mental health in organisational culture Delivery Style Interactive, with a blend of group discussions, case studies, and role-playing activities Practical exercises for creating wellbeing strategies and action plans Relaxation techniques and mindfulness exercises incorporated into the sessions Tools and templates for creating mental health initiatives in the workplace Employee engagement surveys and feedback collection techniques to measure program effectiveness Course Materials Provided Workplace Wellbeing Framework and Best Practice Guidelines Wellbeing Plan Template and Action Plan for Implementation Stress Management and Resilience Toolkit Resources for Managers: Creating Mental Health-Supportive Teams Mental Health First Aid Checklist and Employee Assistance Program Resources Resource list: Apps, books, and online resources for mental health in the workplace Optional Add-ons Follow-up sessions for managers and leaders on maintaining a mental health-friendly work environment E-learning modules on specific aspects of wellbeing (e.g., stress management, mental health first aid) One-on-one wellbeing consultations or coaching for employees Employee wellbeing workshops (e.g., mindfulness, physical wellness, nutrition)

Course Overview This practical, one-day course is designed to equip participants with the essential skills, tools and confidence to effectively facilitate discussions, meetings, and workshops. Whether you're guiding a team brainstorming session, leading a stakeholder workshop, or managing a complex meeting, strong facilitation skills can dramatically improve outcomes and engagement. Participants will learn how to plan and structure sessions, manage group dynamics, keep discussions on track, and handle challenging behaviours—all while creating a collaborative and inclusive environment. The course combines theory with hands-on activities, group discussions, and real-world scenarios to build practical, transferable skills. Who Should Attend This course is ideal for: Project managers Team leaders and supervisors Business analysts Community engagement officers Policy officers Trainers and consultants Anyone responsible for leading meetings or workshops No prior facilitation experience is necessary. Learning Outcomes By the end of the course, participants will be able to: Understand the role and mindset of an effective facilitator Plan and design structured facilitation sessions Use a range of facilitation tools and techniques to encourage participation Manage group dynamics, including difficult participants and off-topic conversations Apply active listening, summarising and questioning techniques Create safe, inclusive and engaging environments for diverse groups Maintain neutrality and guide discussions to achieve desired outcomes Course Content 1. Introduction to Facilitation What is facilitation? Key differences between facilitation, presentation and training The mindset of an effective facilitator 2. Planning for Success Clarifying session purpose and outcomes Structuring the session: openings, transitions, closings Selecting the right tools and approaches for your audience 3. Core Facilitation Techniques Questioning strategies (open, probing, clarifying) Active listening and reflection Encouraging balanced participation Visual facilitation basics (whiteboards, templates, sticky notes) 4. Managing Group Dynamics Reading the room and adapting your approach Handling dominant or disengaged participants Dealing with conflict or resistance constructively Techniques for decision-making and consensus-building 5. Practice and Feedback Facilitated role-plays and group exercises Constructive peer and trainer feedback Personal action planning Delivery Method This course is delivered in a highly interactive, face-to-face or virtual format. It includes a blend of short presentations, group work, facilitated discussions and hands-on activities to embed learning. Inclusions Comprehensive participant workbook and toolkit Facilitator guides and templates Certificate of completion Optional post-course coaching (available on request)

Course Overview This practical, one-day course is designed to equip participants with the essential skills, tools and confidence to effectively facilitate discussions, meetings, and workshops. Whether you're guiding a team brainstorming session, leading a stakeholder workshop, or managing a complex meeting, strong facilitation skills can dramatically improve outcomes and engagement. Participants will learn how to plan and structure sessions, manage group dynamics, keep discussions on track, and handle challenging behaviours—all while creating a collaborative and inclusive environment. The course combines theory with hands-on activities, group discussions, and real-world scenarios to build practical, transferable skills. Who Should Attend This course is ideal for: Project managers Team leaders and supervisors Business analysts Community engagement officers Policy officers Trainers and consultants Anyone responsible for leading meetings or workshops No prior facilitation experience is necessary. Learning Outcomes By the end of the course, participants will be able to: Understand the role and mindset of an effective facilitator Plan and design structured facilitation sessions Use a range of facilitation tools and techniques to encourage participation Manage group dynamics, including difficult participants and off-topic conversations Apply active listening, summarising and questioning techniques Create safe, inclusive and engaging environments for diverse groups Maintain neutrality and guide discussions to achieve desired outcomes Course Content 1. Introduction to Facilitation What is facilitation? Key differences between facilitation, presentation and training The mindset of an effective facilitator 2. Planning for Success Clarifying session purpose and outcomes Structuring the session: openings, transitions, closings Selecting the right tools and approaches for your audience 3. Core Facilitation Techniques Questioning strategies (open, probing, clarifying) Active listening and reflection Encouraging balanced participation Visual facilitation basics (whiteboards, templates, sticky notes) 4. Managing Group Dynamics Reading the room and adapting your approach Handling dominant or disengaged participants Dealing with conflict or resistance constructively Techniques for decision-making and consensus-building 5. Practice and Feedback Facilitated role-plays and group exercises Constructive peer and trainer feedback Personal action planning Delivery Method This course is delivered in a highly interactive, face-to-face or virtual format. It includes a blend of short presentations, group work, facilitated discussions and hands-on activities to embed learning. Inclusions Comprehensive participant workbook and toolkit Facilitator guides and templates Certificate of completion Optional post-course coaching (available on request)

Course Overview This practical, one-day course is designed to equip participants with the essential skills, tools and confidence to effectively facilitate discussions, meetings, and workshops. Whether you're guiding a team brainstorming session, leading a stakeholder workshop, or managing a complex meeting, strong facilitation skills can dramatically improve outcomes and engagement. Participants will learn how to plan and structure sessions, manage group dynamics, keep discussions on track, and handle challenging behaviours—all while creating a collaborative and inclusive environment. The course combines theory with hands-on activities, group discussions, and real-world scenarios to build practical, transferable skills. Who Should Attend This course is ideal for: Project managers Team leaders and supervisors Business analysts Community engagement officers Policy officers Trainers and consultants Anyone responsible for leading meetings or workshops No prior facilitation experience is necessary. Learning Outcomes By the end of the course, participants will be able to: Understand the role and mindset of an effective facilitator Plan and design structured facilitation sessions Use a range of facilitation tools and techniques to encourage participation Manage group dynamics, including difficult participants and off-topic conversations Apply active listening, summarising and questioning techniques Create safe, inclusive and engaging environments for diverse groups Maintain neutrality and guide discussions to achieve desired outcomes Course Content 1. Introduction to Facilitation What is facilitation? Key differences between facilitation, presentation and training The mindset of an effective facilitator 2. Planning for Success Clarifying session purpose and outcomes Structuring the session: openings, transitions, closings Selecting the right tools and approaches for your audience 3. Core Facilitation Techniques Questioning strategies (open, probing, clarifying) Active listening and reflection Encouraging balanced participation Visual facilitation basics (whiteboards, templates, sticky notes) 4. Managing Group Dynamics Reading the room and adapting your approach Handling dominant or disengaged participants Dealing with conflict or resistance constructively Techniques for decision-making and consensus-building 5. Practice and Feedback Facilitated role-plays and group exercises Constructive peer and trainer feedback Personal action planning Delivery Method This course is delivered in a highly interactive, face-to-face or virtual format. It includes a blend of short presentations, group work, facilitated discussions and hands-on activities to embed learning. Inclusions Comprehensive participant workbook and toolkit Facilitator guides and templates Certificate of completion Optional post-course coaching (available on request)

Course Duration: Full-day program (or two half-day modules), with options for virtual delivery or leadership retreats Target Audience: Mid to senior-level leaders, team managers, project leads, or high-potential employees who are responsible for leading through disruption, complexity, or organisational transformation. Course Objectives By the end of this course, participants will be able to: Understand the principles of adaptive leadership and why it's essential in unpredictable environments. Recognise the difference between technical and adaptive challenges. Build the mindset and behaviours needed to lead with resilience and flexibility. Engage and empower teams in the face of uncertainty and resistance. Apply practical tools to lead through change, conflict, and complexity. Course Outline Module 1: Understanding Adaptive Leadership What is adaptive leadership? Origins (Harvard Kennedy School, Ronald Heifetz model) How adaptive leadership differs from traditional leadership The link between complexity, uncertainty, and the need for adaptability Module 2: The Nature of Change and Challenge Technical vs adaptive challenges Why some problems can’t be solved with expertise alone Common leadership traps during crisis or disruption Adaptive work: reframing problems and shifting mindsets Module 3: The Core Principles of Adaptive Leadership Get on the balcony – seeing the bigger picture Regulate distress – maintaining productive tension Maintain disciplined attention – keeping teams focused Give the work back – empowering others to lead Protect voices of leadership from below – enabling diverse input Module 4: Leading Yourself Through Uncertainty Developing personal resilience and emotional agility Navigating ambiguity, setbacks, and pressure Identifying your leadership default style under stress Reflection: What kind of leader does your team need now? Module 5: Engaging Others in Times of Uncertainty Building trust and psychological safety during turbulence Managing resistance to change with curiosity and empathy Tools for courageous conversations and adaptive dialogue Creating shared purpose and distributed leadership in teams Module 6: Adaptive Tools and Techniques Scenario planning and sensemaking Stakeholder mapping in dynamic environments Using inquiry over advocacy Holding space for experimentation and learning Leading with both confidence and humility Module 7: Action Planning and Application Identify one adaptive challenge in your role/team Map your adaptive leadership response Peer coaching conversations Build a 30-day Adaptive Leadership Plan Delivery Style Workshop-style, highly interactive Case studies, breakout discussions, and guided self-reflection Scenario-based practice and small group exercises Option to include pre-work, post-session coaching or check-ins Course Materials Provided Adaptive Leadership workbook Reflection tools and leader self-assessment Conversation guide for adaptive challenges Change resistance diagnostic Personal Leadership Development Plan template Optional Add-ons Executive coaching package 360 feedback or team diagnostic on adaptive capacity Integration with change management or innovation programs Customisation for specific industries (e.g., public sector, healthcare, education, finance)