4532 Objective courses in Sheffield delivered Online

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

Meeting Management Online Course Overview This Meeting Management Online course equips learners with essential skills to plan, organise, and conduct effective meetings in both virtual and traditional settings. It covers key aspects such as meeting preparation, the use of various online platforms, and professional etiquette to ensure smooth communication and productive outcomes. By the end of the course, participants will confidently manage meetings that engage attendees, keep discussions focused, and achieve clear objectives. This course is designed to enhance organisational efficiency and communication skills, making it valuable for professionals across diverse sectors who regularly facilitate or participate in meetings. Course Description This comprehensive course delves into the full spectrum of meeting management, from initial planning to execution and follow-up. Learners will explore different online meeting platforms, mastering their features to optimise interaction and collaboration. Topics include agenda creation, participant engagement strategies, and maintaining professionalism through meeting etiquette. The course emphasises skills such as time management, effective communication, and problem-solving within meetings. Through a structured learning experience, participants will develop the ability to lead productive discussions, manage challenges, and ensure meetings contribute positively to organisational goals. Suitable for all levels, this course provides the knowledge required to enhance meeting effectiveness in today’s increasingly digital workplace. Meeting Management Online Curriculum: Module 01: Planning and Preparation Module 02: Online Meeting Platforms Module 03: Meeting Etiquette and Tips (See full curriculum) Who is this course for? Individuals seeking to improve their meeting coordination skills. Professionals aiming to enhance leadership and communication abilities. Beginners with an interest in effective workplace collaboration. Team leaders and project managers requiring efficient meeting techniques. Career Path Meeting Coordinator Project Manager Administrative Assistant Business Analyst Office Manager

Project Planning for Everyone Course Overview: "Project Planning for Everyone" is designed to provide learners with the essential skills required to plan and manage projects effectively. This course covers the fundamental concepts of project planning, including the use of MS Projects for task management, data entry, and creating timelines. By the end of the course, learners will be equipped with the knowledge and confidence to plan projects efficiently, track progress, and ensure successful project delivery. Whether you’re new to project management or looking to refine your skills, this course offers practical value for all learners. Course Description: This course offers an in-depth introduction to project planning, with a focus on using MS Projects as a tool for creating project plans and tracking their progress. Learners will explore basic MS Projects features, including creating tasks, setting deadlines, and entering project data. The course progresses into more complex aspects, such as resource management and task dependencies, providing learners with a comprehensive understanding of project planning. The course includes a structured learning experience with clear objectives, enabling learners to build the skills necessary for effective project management. Upon completion, learners will have a solid foundation in project planning, ready to apply their skills in various professional settings. Project Planning for Everyone Curriculum: Module 01: Introduction Module 02: Basic M S Projects Module 03: Data Entry in MS Projects (See full curriculum) Who is this course for? Individuals seeking to improve their project management skills Professionals aiming to enhance their career development in project planning Beginners with an interest in project management and MS Projects Those interested in working within project management teams or handling individual projects Career Path: Project Manager Project Coordinator Operations Manager Scheduling Coordinator Team Leader in project-based industries

Content Management Course Overview This Content Management course provides a comprehensive introduction to managing digital content effectively across various platforms. Learners will explore the fundamentals of content management systems (CMS), understand content strategies, and develop skills in content marketing and planning. The course emphasises strategic approaches to creating, organising, and distributing content that engages target audiences and supports business goals. By the end of the course, learners will be able to design and implement content strategies, leverage marketing tools, and enhance online presence, making it highly valuable for those working in digital marketing, communications, or web management roles. Course Description This course covers essential topics such as the fundamentals of content management systems, the principles of content strategy, and the techniques involved in content marketing. Learners will gain insight into the selection and use of CMS platforms, explore effective content creation and distribution methods, and develop strategic marketing approaches tailored to diverse audiences. The learning experience includes analysing industry tools and tactics for maximising content reach and impact. Throughout, the course maintains a professional and informative tone, equipping learners with the knowledge and skills required to manage digital content proficiently and support organisational objectives in an ever-evolving digital environment. Content Management Curriculum: Module 01: Introduction to Content Management Module 02: Content Management System (CMS) Module 03: Basics of Content Management Systems Module 04: Content Strategy Module 05: Content Marketing Module 06: Content Marketing Tools and Tactics Module 07: Content Marketing Strategy (See full curriculum) Who is this course for? Individuals seeking to develop expertise in digital content management. Professionals aiming to enhance their career in marketing or communications. Beginners with an interest in digital marketing and online content. Anyone responsible for managing or creating content within organisations. Career Path Content Manager Digital Marketing Executive Social Media Coordinator Website Administrator Communications Specialist Content Strategist

Learn with Case Study - Market Research Course Overview: This course, "Learn with Case Study - Market Research," provides an in-depth understanding of the principles and techniques used in market research. It is designed to equip learners with the knowledge necessary to assess market trends, consumer behaviour, and competitive landscapes effectively. Through the use of real-world case studies, participants will gain valuable insights into the application of market research methodologies in various industries. By the end of the course, learners will be able to conduct research, analyse data, and make informed decisions that drive business strategies and growth. This course is ideal for those seeking to enhance their market research skills and apply them to professional practice. Course Description: In this course, learners will explore the core concepts of market research, including data collection, analysis techniques, and the interpretation of findings. The course integrates case studies to demonstrate how these methods are applied in real-life scenarios across different sectors. Key topics covered include survey design, focus groups, consumer behaviour analysis, and competitor research. Learners will develop the ability to evaluate and synthesise market data to inform strategic business decisions. The course encourages critical thinking, data interpretation, and strategic application, ensuring that learners can effectively utilise market research to support business objectives. By the end of the course, participants will have the skills to execute comprehensive market research projects. Learn with Case Study - Market Research Curriculum: Module 01: Introduction to Market Research Module 02: Data Collection Techniques Module 03: Case Study: Market Research in Action Module 04: Data Analysis and Interpretation Module 05: Consumer Behaviour and Market Segmentation Module 06: Reporting and Presenting Research Findings (See full curriculum) Who is this course for? Individuals seeking to improve their market research skills. Professionals aiming to enhance their strategic decision-making abilities. Beginners with an interest in understanding market dynamics. Those working in marketing, sales, or business strategy roles. Career Path: Market Research Analyst Marketing Manager Business Development Specialist Consumer Insights Analyst Data Analyst

LinkedIn Marketing Masterclass Course Overview The LinkedIn Marketing Masterclass provides a comprehensive understanding of using LinkedIn as a powerful marketing tool. This course covers everything from creating an optimised LinkedIn profile to developing advanced content strategies, running targeted ad campaigns, and measuring marketing success. It aims to equip learners with the skills to enhance their personal or business brand, increase engagement, and drive traffic to their services or products. By the end of the course, learners will be confident in navigating LinkedIn’s features and tools to generate quality leads and achieve their marketing goals. Course Description This course delves into a variety of key topics, including building a strong LinkedIn presence, understanding LinkedIn’s algorithm, creating effective posts and articles, and leveraging LinkedIn’s advertising platform. Learners will also explore strategies for growing their network, using LinkedIn Analytics to track performance, and mastering the art of personal branding. Throughout the course, participants will gain expertise in developing LinkedIn-specific content strategies, using advanced targeting options for ads, and building a network that supports career or business objectives. By the end, learners will be equipped to maximise their LinkedIn efforts and achieve measurable results. LinkedIn Marketing Masterclass Curriculum: Module 01: Introduction to LinkedIn Marketing Module 02: Setting Up a Strong LinkedIn Profile Module 03: Building Your Network and Connections Module 04: Creating Compelling LinkedIn Content Module 05: Leveraging LinkedIn for Lead Generation Module 06: Using LinkedIn Ads to Boost Visibility Module 07: Understanding LinkedIn Analytics Module 08: Advanced LinkedIn Strategies for Business Growth (See full curriculum) Who is this course for? Individuals seeking to enhance their personal or business brand on LinkedIn. Professionals aiming to advance their careers or establish authority in their industry. Beginners with an interest in using LinkedIn for marketing or networking. Business owners and marketers wanting to utilise LinkedIn as a marketing channel. Career Path Social Media Manager Digital Marketing Specialist Content Strategist LinkedIn Ad Campaign Manager Brand Manager Business Development Executive

Setting & Achieving Goals Course Overview: This course is designed to help learners develop effective goal-setting strategies and techniques to achieve success in both personal and professional areas. By exploring the foundational concepts of goal setting, this course provides valuable insights into setting clear, measurable, and attainable goals. Learners will gain a deeper understanding of strategic execution, learn the importance of setting SMART goals, and identify common barriers to success. With practical strategies to overcome these obstacles, participants will be equipped with the skills to stay motivated and focused, ensuring that they achieve their goals. The course offers a structured approach to goal setting, guiding learners step by step towards sustained success and personal growth. Course Description: This course covers essential goal-setting principles, including the introduction to the core concepts of setting and achieving goals. Learners will explore strategic execution and how to effectively implement their plans. The course dives into the SMART goal framework, offering practical insights into creating specific, measurable, achievable, relevant, and time-bound goals. It also addresses common challenges faced in goal setting, including why people fail and how to overcome these barriers. Learners will gain a comprehensive understanding of goal-setting techniques and develop skills to stay motivated, tackle setbacks, and sustain progress. By the end of the course, participants will be well-equipped to set meaningful goals and navigate challenges on their journey towards achieving them. Setting & Achieving Goals Curriculum: Module 01: Introduction & First Concepts Module 02: Strategic Execution Module 03: Setting SMART Goals Module 04: Why People Fail to Reach Their Goals & How You Can Win Module 05: Final Ideas & Tips (See full curriculum) Who is this course for? Individuals seeking to achieve their personal or professional goals. Professionals aiming to enhance their career progression through effective goal-setting. Beginners with an interest in personal development and success strategies. Anyone looking to improve productivity and attain measurable objectives. Career Path: Personal Development Coach Project Manager Career Development Specialist Team Leader Strategic Planner

Know the Selling Strategies that Boost Customer Acquisition Course Overview This course provides an insightful exploration of effective selling strategies designed to significantly enhance customer acquisition. Learners will discover how to identify and target ideal customer segments, select the most suitable sales channels, and craft a comprehensive selling strategy tailored to their business needs. By understanding the dynamics of customer behaviour and market trends, participants will develop the skills needed to attract and retain customers more effectively. The course equips learners with valuable knowledge to drive sales growth, improve business reach, and establish a competitive advantage. Upon completion, learners will be able to design strategic sales plans that align with business objectives, ensuring sustainable customer acquisition and long-term success. Course Description This course delves into key concepts and techniques essential for mastering selling strategies that foster customer acquisition. Topics include analysing market opportunities, evaluating sales channels, and formulating strategic sales plans that reflect business goals. Learners will gain an understanding of customer journey mapping and segmentation, enabling them to tailor their approach to diverse target audiences. The learning experience is structured to enhance strategic thinking and decision-making abilities within a sales context. Graduates of the course will be proficient in developing focused selling strategies that optimise resources and maximise market impact, thereby supporting business expansion and customer loyalty. This professional course is designed for those seeking to enhance their commercial effectiveness in competitive environments. Know the Selling Strategies that Boost Customer Acquisition Curriculum Module 01: Selling Strategies that Boost Customer Acquisition - An Overview Module 02: Determine the Optimal Sales Channels to Grow your Business Module 03: Create a Selling Strategy for Your Business (See full curriculum) Who is this course for? Individuals seeking to increase customer acquisition and sales effectiveness. Professionals aiming to advance their career in sales or business development. Beginners with an interest in sales strategy and business growth. Entrepreneurs looking to enhance their market reach and customer base. Career Path Sales Executive Business Development Officer Customer Acquisition Specialist Marketing and Sales Coordinator Small Business Owner or Manager

Blockchain Project Management Training Course Overview This Blockchain Project Management Training course offers a comprehensive introduction to managing projects within the rapidly evolving blockchain and Web3 environments. It equips learners with essential knowledge of project and product management principles tailored specifically for blockchain technology. Participants will gain insights into the unique challenges and opportunities presented by Web3 projects, learning how to navigate this innovative landscape efficiently. By the end of the course, learners will be able to understand key concepts, develop management strategies, and prepare effectively for careers in the blockchain sector. This training is designed to enhance career prospects by providing relevant skills aligned with current industry demands. Course Description This course delves deeply into the fundamentals of project and product management in the context of blockchain technology and Web3. Topics include understanding the roles and responsibilities of a Web3 project manager, critical considerations when overseeing blockchain initiatives, and strategies for securing employment in the blockchain sector. Learners will explore how to manage complex, decentralised projects, balancing technical requirements with business objectives. The course delivers a structured learning experience that sharpens analytical and organisational abilities, helping participants become confident and competent in blockchain project environments. Delivered in clear UK English, this course prepares learners to contribute effectively within one of the most innovative and fast-growing industries today. Blockchain Project Management Training Curriculum Module 01: Introduction Module 02: Project / Product Management in Web Module 03: Important Things to Remember about being a Web3 PM Module 04: Getting a Job in Web3 Module 05: End Notes (See full curriculum) Who Is This Course For? Individuals seeking to understand blockchain project management fundamentals. Professionals aiming to develop a career in blockchain or Web3 project management. Beginners with an interest in blockchain technology and digital innovation. Project managers transitioning into emerging technologies and decentralised systems. Career Path Blockchain Project Manager Web3 Product Manager Digital Transformation Specialist Decentralised Application (dApp) Coordinator Blockchain Consultant

Marketing Strategies for Business Course Overview This course offers a comprehensive exploration of marketing strategies essential for business growth and competitive advantage. Learners will gain insight into analysing current market positions, defining strategic goals, and developing effective go-to-market plans. Emphasising the integration of theory and strategic planning, the course equips participants with the ability to design and implement marketing initiatives that drive success. Through structured learning, individuals will develop critical thinking skills to evaluate market opportunities, understand customer needs, and align marketing efforts with broader business objectives. This course is designed to empower learners with the knowledge and confidence to contribute meaningfully to marketing strategy development in various business contexts. Course Description Delving deeper into core marketing concepts, this course covers strategic analysis of the current market environment, goal setting for future positioning, and detailed approaches to launching marketing campaigns. Learners will engage with topics such as market segmentation, competitive analysis, brand positioning, and the execution of marketing plans that ensure measurable outcomes. The learning experience emphasises strategic decision-making, fostering skills in assessing market trends and consumer behaviour. Participants will be equipped to formulate coherent marketing strategies that align with organisational aims, enhancing business growth and sustainability. Throughout, the course maintains a professional and informative tone, suitable for those seeking to develop expertise in marketing within diverse industries. Marketing Strategies for Business Curriculum Module 01: Welcome Module 02: Strategic Outline: Where Are We Now? Module 03: Strategic Outline: Where Do We Want to Be? Module 04: It’s Time to Go to Market Module 05: Ensure Success (See full curriculum) Who Is This Course For? Individuals seeking to understand core marketing strategy principles Professionals aiming to enhance strategic marketing skills for career progression Beginners with an interest in marketing and business development Entrepreneurs looking to improve market positioning and customer engagement Career Path Marketing Coordinator Business Development Executive Brand Strategist Market Research Analyst Marketing Consultant