323 Outlook courses in Cardiff delivered On Demand

The Level 3 Diploma in Carpentry & Joinery (Woodwork) Course holds significant importance in the modern world as it equips individuals with essential skills to meet the ongoing demand for skilled craftsmen in the UK. With construction projects on the rise, there's a consistent need for qualified carpenters and joiners across various sectors, from residential to commercial construction. This diploma provides comprehensive training in carpentry & Joinery techniques and principles, and woodworking fundamentals, preparing students for a range of job opportunities. In the UK, carpenters and joiners earn an average salary of £25,000 to £40,000 per year, with potential for higher earnings based on experience and specialization. Despite fluctuations in the construction industry, the demand for skilled carpenters and joiners remains steady, ensuring a stable employment outlook. Moreover, with advancements in sustainable construction practices and the emphasis on quality craftsmanship, the relevance of carpentry & joinery skills is expected to endure, making this diploma an invaluable asset for those seeking rewarding careers in the construction sector. Key Features This Level 3 Diploma in Carpentry & Joinery (Woodwork) Course Includes: This Diploma in Carpentry & Joinery Course is CPD QS Certified Free Certificate from Reed CIQ Approved Diploma in Carpentry & Joinery Course Developed by Specialist Lifetime Access Course Curriculum Level 3 Diploma in Carpentry & Joinery (Woodwork) Course: Module 01: Carpentry Fundamentals Module 02: Tools: Inspection and Application Module 03: Construction Materials Overview Module 04: Fastening Techniques and Bonding Agents Module 05: Carpentry Flooring Structures Module 06: Framework for Walls Module 07: Roofing Framework and Exterior Coverings Module 08: Exterior Windows and Doors Module 09: Carpentry Crafting Stairs Module 10: Concrete Techniques and Construction Learning Outcomes Level 3 Diploma in Carpentry & Joinery (Woodwork) Course: Carpentry Fundamentals: Demonstrate proficiency in basic carpentry techniques for woodworking projects. Carpentry Tools Inspection and Application: Identify and apply appropriate tools for carpentry tasks with precision. Construction Materials Overview: Understand properties and applications of various construction materials in Carpentry. Fastening Techniques and Bonding Agents: Master effective fastening methods and bonding agents for durable Carpentry & joinery structures. Flooring Structures: Construct stable and aesthetically pleasing wooden flooring structures proficiently. Carpentry Crafting Stairs: Design and build functional, secure, and visually appealing staircases proficiently. Certification After completing this Level 3 Diploma in Carpentry & Joinery (Woodwork) course, you will get a free Certificate. CPD 10 CPD hours / points Accredited by The CPD Quality Standards (CPD QS) Who is this course for? This Level 3 Diploma in Carpentry & Joinery (Woodwork) course is accessible to anyone eager to learn more about this topic. Through this course, you'll gain a solid understanding of Carpentry & Joinery (Woodwork). Moreover, this course is ideal for: Enthusiasts seeking hands-on expertise in carpentry & joinery. Construction industry professionals looking to enhance carpentry & joinery skills. DIY homeowners eager to master carpentry & joinery for home improvement projects. Individuals aspiring to become skilled woodworkers and carpentry. Tradespeople aiming to broaden their knowledge in carpentry & joinery. Requirements There are no requirements needed to enrol into this Level 3 Diploma in Carpentry & Joinery (Woodwork)course. We welcome individuals from all backgrounds and levels of experience to enrol into this Level 3 Diploma in Carpentry & Joinery (Woodwork) course. Career path After finishing this Carpentry & Joinery course you will have multiple job opportunities waiting for you. Some of the Job sectors of Carpentry & Joinery are: Flooring Installer - £20K to 40K/year. Concrete Formwork Carpenter - £20K to 40K/year Carpenter - £22K to 36K/year Joiner - £20K to 34K/year Construction Supervisor - £25K to 45K/year Site Manager - £30K to 50K/year Certificates Digital certificate Digital certificate - Included Certificate of Completion Digital certificate - Included Will be downloadable when all lectures have been completed.

Course Overview Learn the Latest Skills | Accredited by CPD | Recognised Certificate | MCQ Based Exam & Tutor Support | Interactive Video Training  The Office Administration Complete Course teaches core competencies in business writing, and professional communication and improves your customer service skills and computer literacy with programs like Microsoft Word, Excel, Outlook and PowerPoint. Gain the confidence to excel in any professional office or commercial environment by gaining the necessary knowledge of administration, computer, and management techniques. This cutting-edge online course is taught by industry experts with continuing professional involvement, and it teaches you immediately applicable skills. What Will You Learn? Learn the basic computer software you need to know to perform at your best on a daily basis Learn organisational, time management and meeting management skills Learn the basic principles of business writing Enrich your expertise in MS Word, PowerPoint, and Excel Learn to keep the books in order and proper telephone etiquette What classes are included in this package? Earn a digital certificate upon successful completion accredited by UK and internationally recognised accredited qualification There are no set schedules, so you can work at your own pace. Our email and live chat specialists are available to assist you 24 hours a day, 7 days a week. On weekdays, you’ll have access to a full-time tutor. Learn in a user-friendly, cutting-edge online learning environment. High-quality e-learning study materials Benefit from instant feedback through mock exams and multiple-choice assessments Who Should Take This Course? This course is ideal for those who want to work in administrative support roles in public or private sector organisations or those who wish to improve their managerial and supervisory skills. Career Path Training offered by the Office Administration Complete Course could potentially benefit a range of roles, but would particularly enhance careers in: Administrator Support Staff Personal Assistant Office Manager Receptionist Office Administrator Secretary 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 assessments Assignment Certificate of Achievement After the successful completion of the final assessment, you will receive a CPD-accredited certificate of achievement. The PDF certificate is for £9.99, and it will be sent to you immediately after through e-mail. You can get the hard copy for £15.99, which will reach your doorsteps by post. Method of Assessment On successful completion of the Office Administration Complete Course, you will be required to sit an online multiple-choice assessment. You will need to score 60% or above to pass the course. After successfully passing the exam, you will be able to apply for Quality Licence Scheme endorsed certificate of achievement. The assessment will be evaluated automatically and the results will be given to you immediately. Retake fee If you do not pass the exam first time, you can purchase the Retake Exam for £1.99 and try again. Course Contents Module 01: Introduction to Office Administration Module 02: Skills of an Effective Administrator Module 03: Business Writing Skills Module 04: Communication Skills Module 05: Meeting Management Module 06: Organisational Skills Module 07: Telephone Etiquette Module 08: Negotiation Techniques Module 09: Conflict Management Module 10: Stress Management Module 11: Time Management

Reduce and overcome self-harm – effective help for adolescents and adults. Overcoming and even stopping self-harming behaviours is possible with the right help and support – this inspiring online training course gives you the essential insights and tools you need… CPD Certificate: 6 hours Please note – there is also a 1-day attended workshop version of this course which includes practical exercises and counts towards Part 1 of the Human Givens Diploma. This online course has additional multiple choice questions to help deepen your learning. If you take this online course, you can attend the in-person workshop at 50% off. Helpful that real-life experiences were used as examples, trainer had excellent work-based knowledge…SUICIDE PREVENTION CO-ORDINATOR Self harm and self-injury behaviours are sadly now very common, particularly among young people. It’s a very emotive and sensitive subject for everyone involved; many find self harming stressful to work with and hard to treat. And self-harm doesn’t just impact the individual themselves, it can badly affect the people around them too. But there is hope… Why take this course Emily Gajewski, psychotherapist and self-harm expert, is passionate about sharing her unique knowledge, skills and new insights with you. Her important training day demystifies the self-harming cycle, clarifies its causes and shows why we should not give up on anyone, even in the most apparently hopeless situations. It is Jam-packed with essential information, proven techniques and helpful tips – you will hear from people who have been able to completely stop self-harming (or dramatically reduce it) and are now living fulfilled lives as a result of this approach. This online self-harm course will provide you with the clarity you have been looking for – and enable you to create a cohesive and effective treatment strategy. Give those who are struggling with self harm the best chance of reducing and eventually stopping self-harming behaviours, improve their mental health and their outlook of life. I work with self-harming teenagers a lot and learned valuable new tools on this online course...SARA SIMON What will you learn A greater understanding of self-injury and why it occurs What to do when someone discloses their self-harming behaviour to you The essential Dos and Don’ts for teams and individuals working with people who self-harm The latest guidelines around working with self-harm, including positive risk management and harm minimisation The importance of differentiating between self-harming and a suicide attempt – and how to treat them both The self-harm continuum – what tips us into self-harming behaviours What to do if someone is threatening to self-harm The common myths and stereotypes surrounding self-injury Powerful techniques that will transform your effectiveness and a ‘tried-and-tested’ framework for improving wellbeing, drawn from profound knowledge about what people need to avoid mental and emotional distress and increase wellbeing How chemical changes in the brain from self-harming behaviours can bring temporary relief from difficult emotions Why there is often an addictive element to self-injury (insights from neuroscience) How to approach the subject of self-injury with someone A cohesive and effective treatment strategy for treating self-injury and breaking the destructive cycle of behaviour Knowledge of the important skills needed for working with people who self-harm (these are practised on our attended workshop) Enlightening filmed interviews and case histories which show how it is possible to help people, even in a very desperate situation, to live fulfilling lives again Insights from a highly experienced tutor who has extensive hands-on experience of helping people successfully overcome self-harming Ways to help people build resilience against future stressful circumstances Tips on finding the most helpful coping strategies How to help people create an alternative ‘safe place’ for themselves Information that will reduce your own anxiety when working in this area How to create an effective self-management plan and increase the individual’s engagement with it Important new information that will help you prevent self-harm New confidence when making interventions with people who once seemed unreachable view booking details Good to know The online Tackling Addiction course also gives you a lot of information relevant to self-harm and the further skills you will learn on the Stopping Addictions: effective treatment and recovery 1-day workshop can also be useful for working with people who self-harm. Guided imagery and visualisation are key skills to have for implementing the strategies covered on this course. Invaluable - it was like lifting a veil on the reasons for self-harmTEACHER Who is this course suitable for? The profound information and advice on this online self-harm course is presented in a clear, practical way so that it is readily accessible and helpful to as many people as possible, including: Health and welfare professionals, including: psychologists, counsellors, psychotherapists, mental health nurses, psychiatrists, student wellbeing officers, doctors, nurses, occupational therapists, social workers, health visitors, youth workers, outreach and support workers School counsellors, teachers and other educational professionals Parents and carers of someone who self-harms Anyone who has a friend who is self-harming – or who works with vulnerable men and women in the voluntary sector. This course is relevant to a range of self-harming behaviours including: Self-injury cutting, ripping or carving skin burning skin punching or hitting themselves scratching or pinching (including dermatillomania) poisoning themselves with tablets or liquids (to similar) Over-eating and under-eating (anorexia or bulimia) Biting yourself (dermatophagia) Inserting objects into your body overdosing, exercising excessively pulling your hair (trichotillomania) getting into fights where you know you will get hurt Course Programme Part 1A way of staying alive Part 2The best way forward Part 3Vital steps on the healing journey What's included? Multiple Choice Quizzes PDF Course Notes Life-time access CPD Certificate Meet your tutor Emily Gajewski Emily has worked for over 21 years as a therapist, helping people move on from even the most severe emotional difficulties. Read more

This Course at a Glance Understand what autism is and how it affects a child's daily life Identify the factors that contribute to towards a child developing autism Recognise the characteristics and general problems caused by autism Understand some of the typical behaviour so you can provide effective support Know what happens during the diagnosis process Understand the key intervention methods that can help manage and ease the condition Learn how to make basic changes to improve a child's day-to-day life Autism Awareness Course Overview This course provides a concise insight into the typical factors that contribute to a child's development of autism, as well as some of the usual behaviours associated with the condition and how to provide appropriate assistance for people who have it. It concludes with overall guidance and information about the complete diagnosis process and the intervention approaches that can be made to boost the day-to-day activities of the individual suffering from autism. Autism diagnoses have been on the rise in the UK for several years, with a recent analysis finding a substantial increase in autism prevalence rates in UK schools between 2010 and 2019. Autism affects 1-2% of the UK population or 1 in every 100 children and 2 in every 100 adults. According to the number of referrals in the system, there are around 100,000 children and 1,000,000 people with autism in the United Kingdom. Autism Awareness Course can reduce these figures by supporting and assisting individuals with autism, as well as raising awareness about their acceptability in our society. Autism is a long-term developmental impairment characterised by various developmental problems of the brain causing a number of problems with social interaction, verbal and nonverbal communication, intellectual impairment and repetitive behaviour. However, people suffering from autism are often gifted with the ability to succeed in a variety of disciplines, including visual abilities, music, maths, and art. Although this course focuses on children with autism, it is equally beneficial for parents or caregivers to understand how to deal effectively and compassionately with autistic individuals' tantrums and emotional outbursts. Upon successful completion of this Autism Awareness Course, you will be able to identify the difficulties that autistic children confront and assist them in achieving a higher quality of life by creating awareness about their positive acceptance in society. Who should take this course? This Autism Awareness Course is aimed at: Parents Caregivers Mental Health Professionals Teacher Charity workers Psychiatric Developmental paediatrician Childminders Family member of an autistic individual Whether you are a professional working with people suffering from autism on a regular basis or simply looking to gain comprehensive knowledge about autism awareness to support and assist your family member and people around you, this course will set you up with the appropriate credentials to protect the well-being of people suffering from autism, giving them a new outlook about life. Entry Requirements There are no academic entry requirements for this Autism Awareness Course Online course, and it is open to students of all academic backgrounds. However, you are required to have a laptop/desktop/tablet or smartphone and a good internet connection. Assessment Method This Autism Awareness Course assesses learners through multiple choice questions (MCQs). Upon successful completion of each module, learners must answer MCQs to step into the next module. Through the MCQs it is measured how much a learner could grasp from each section. In the assessment pass mark is 75%. Course Curriculum Module 1: Definitions, Context & Background Module 2: Understanding Autism Spectrum Disorder Module 3: Diagnosing Autism Spectrum Disorder Module 4: Testing and Support Recognised Accreditation CPD Certification Service This course is accredited by continuing professional development (CPD). CPD UK is globally recognised by employers, professional organisations, and academic institutions, thus a certificate from CPD Certification Service creates value towards your professional goal and achievement. CPD certificates are accepted by thousands of professional bodies and government regulators here in the UK and around the world. Many organisations look for employees with CPD requirements, which means, that by doing this course, you would be a potential candidate in your respective field. Quality Licence Scheme Endorsed The Quality Licence Scheme is a brand of the Skills and Education Group, a leading national awarding organisation for providing high-quality vocational qualifications across a wide range of industries. It will give you a competitive advantage in your career, making you stand out from all other applicants and employees.     Certificate of Achievement Endorsed Certificate from Quality Licence Scheme After successfully passing the MCQ exam you will be eligible to order the Endorsed Certificate by Quality Licence Scheme. The Quality Licence Scheme is a brand of the Skills and Education Group, a leading national awarding organisation for providing high-quality vocational qualifications across a wide range of industries. It will give you a competitive advantage in your career, making you stand out from all other applicants and employees. There is a Quality Licence Scheme endorsement fee to obtain an endorsed certificate which is £65. Certificate of Achievement from Lead Academy After successfully passing the MCQ exam you will be eligible to order your certificate of achievement as proof of your new skill. The certificate of achievement is an official credential that confirms that you successfully finished a course with Lead Academy. Certificate can be obtained in PDF version at a cost of £12, and there is an additional fee to obtain a printed copy certificate which is £35.   FAQs Is CPD a recognised qualification in the UK? CPD is globally recognised by employers, professional organisations and academic intuitions, thus a certificate from CPD Certification Service creates value towards your professional goal and achievement. CPD-certified certificates are accepted by thousands of professional bodies and government regulators here in the UK and around the world. Are QLS courses recognised? Although QLS courses are not subject to Ofqual regulation, they must adhere to an extremely high level that is set and regulated independently across the globe. A course that has been approved by the Quality Licence Scheme simply indicates that it has been examined and evaluated in terms of quality and fulfils the predetermined quality standards. When will I receive my certificate? For CPD accredited PDF certificate it will take 24 hours, however for the hardcopy CPD certificate takes 5-7 business days and for the Quality License Scheme certificate it will take 7-9 business days. Can I pay by invoice? Yes, you can pay via Invoice or Purchase Order, please contact us at info@lead-academy.org for invoice payment. Can I pay via instalment? Yes, you can pay via instalments at checkout. How to take online classes from home? Our platform provides easy and comfortable access for all learners; all you need is a stable internet connection and a device such as a laptop, desktop PC, tablet, or mobile phone. The learning site is accessible 24/7, allowing you to take the course at your own pace while relaxing in the privacy of your home or workplace. Does age matter in online learning? No, there is no age limit for online learning. Online learning is accessible to people of all ages and requires no age-specific criteria to pursue a course of interest. As opposed to degrees pursued at university, online courses are designed to break the barriers of age limitation that aim to limit the learner's ability to learn new things, diversify their skills, and expand their horizons. When I will get the login details for my course? After successfully purchasing the course, you will receive an email within 24 hours with the login details of your course. Kindly check your inbox, junk or spam folder, or you can contact our client success team via info@lead-academy.org

Whether you're starting your admin career or pivoting into office support roles, the Receptionist and Administrative Assistant Mini Bundle delivers a job-ready combination of skills in Administrative Assistant, Microsoft Word, Microsoft Outlook, HR, and IT. If you're hoping to get noticed—and hired—by companies that value organised, tech-savvy professionals, this bundle is your competitive edge. Built to boost your CV and employer confidence, it’s priced to suit jobseekers and delivers high-return skills in less time than you'd expect. Description The role of Administrative Assistant is no longer basic—it’s strategic. And that’s why this Receptionist and Administrative Assistant Mini Bundle starts there. It's not just about handling paperwork anymore—it's about mastering core admin processes. With Microsoft Word and Microsoft Outlook both appearing in job listings across every major admin role, this bundle ensures you’re not just capable, but confident and current. Adding HR into the mix gives you that professional polish employers love—HR is often overlooked in receptionist roles, but it’s an undeniable asset when working with staff, scheduling, and onboarding. IT brings it all together, because technical competence is no longer a bonus—it’s an expectation. Receptionists are no longer just faces at the front desk—they're digital organisers, calendar managers, and workflow coordinators. This bundle ensures you don’t just meet expectations—you surpass them. The Receptionist and Administrative Assistant Mini Bundle is your toolkit for turning job ads into job offers. Don't let an opportunity pass you by—start now and make every skill count. FAQ Q: What types of jobs will this qualify me for? A: Administrative Assistant, Receptionist, HR Assistant, Office Support, and Executive PA. Q: Do I really need Microsoft Outlook? A: Yes. It’s essential for managing calendars, emails, and internal communication. Q: Is IT knowledge really necessary for receptionist roles? A: Absolutely. IT is essential in modern offices—even front desk roles rely on it. Q: Is this bundle suited to career changers? A: Yes. It’s designed to get anyone job-ready—fast. Q: How will HR training help in admin jobs? A: HR gives you insight into internal processes—making you more versatile and promotable. Q: Is this recognised by employers? A: Employers love to see Administrative Assistant, Microsoft Word, Microsoft Outlook, HR, and IT on a CV. Q: Will this help me land temp and permanent jobs? A: Both. The skills apply across all contract types. Q: Is it good value? A: Without a doubt. You’re getting five critical admin and reception skills in one bundle.

Description: This Microsoft Office 2007 Access Advanced - Complete Video Course builds on knowledge gained in the introduction and intermediate levels. This advanced series will extend your knowledge into some of the more specialized and advanced capabilities of Access by structuring existing data, writing advanced queries, working with macros, enhancing forms and reports, and maintaining a database. You will also learn to automate functions by creating simple and then very advanced macros, advance your querying ability and then to use SQL statements in your queries. You will discover how to work with objects and the fundamentals of database management. Finally, you will be taught how to protect your valuable data sources. Before getting this course you must have the basic and intermediate skills of Microsoft Office 2007. This level will give you an advanced knowledge you need to know about Microsoft Office 2007. By taking this course you will have a complete understanding of the higher functions of Access. Assessment: At the end of the course, you will be required to sit for an online MCQ test. Your test will be assessed automatically and immediately. You will instantly know whether you have been successful or not. Before sitting for your final exam you will have the opportunity to test your proficiency with a mock exam. 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? Microsoft Office 2007 Access Advanced - Complete Video Course 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 Microsoft Office 2007 Access Advanced - Complete Video Course 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. Querying with SQL SQL and Access FREE 00:02:00 Examining an SQL Statement in Access 00:02:00 Writing SQL Statements 00:03:00 Writing an SQL SELECT Statement 00:04:00 Using the WHERE Clause 00:02:00 Creating Aliases 00:04:00 Displaying Matching Records from Related Tabs 00:03:00 Finding Unmatched Records 00:03:00 Getting Context-Sensitive Help in SQL 00:01:00 Attaching SQL Queries to Controls 00:02:00 Assigning a SQL-Specific Query to Controls 00:04:00 Advanced Queries Creating Crosstab Queries 00:01:00 Viewing a Crosstab Query 00:02:00 Using the Crosstab Query Wizard 00:02:00 Creating Parameter Queries 00:01:00 Creating a Query with Multiple Parameters 00:03:00 Creating a Single Criterion Parameter Query 00:03:00 Using a Wildcard in a Parameter Query 00:02:00 Using Action Queries 00:02:00 Adding Records to a Table with an Append Query 00:03:00 Deleting Records with a Delete Query 00:04:00 Modifying Records with an Update Query 00:04:00 Creating a Make Table Query 00:01:00 Macros Running, and Modifying Macros 00:02:00 Creating and Running a Macro 00:02:00 Modifying a Macro 00:02:00 Attaching Macros to the Events of Database Objects 00:01:00 Attaching a Macro to the Open Event Form 00:02:00 Attaching a Macro to a Command 00:00:00 Advanced Macros Creating Macros to Provide User Interaction 00:02:00 Creating a Data Validation Macro 00:05:00 Creating a Data-Entry Macro 00:06:00 Creating Macros that Require User Input 00:03:00 Creating a Macro that Runs a Para 00:02:00 Creating the AutoKeys and AutoExec Macros 00:01:00 Creating an AutoKeys Macro 00:02:00 Creating an AutoExec Macro 00:01:00 Creating Macros for Data Transfer 00:01:00 Importing a Database Object 00:02:00 Importing, Exporting, and Linking Importing Objects 00:04:00 Importing Multiple Objects 2 days ago 00:02:00 Importing an Object from Excel 00:04:00 Using a Saved Import Specification 00:02:00 Importing a CSV File 00:03:00 Exporting Objects 00:01:00 Exporting an Object 00:03:00 Using a Saved Export Specification 00:01:00 Interacting with the XML Documents 00:02:00 Exporting and Import 00:04:00 Exporting to an XML 00:04:00 Linking Access Objects 00:02:00 Linking to an Access Table 00:03:00 Updating the Links 00:02:00 Linking to an Excel Workbook 00:02:00 Working with Windows SharePoint Services 00:02:00 Database Management Optimizing Resources 00:04:00 Converting a Database to a Prior Version 00:01:00 Analyzing Performance 00:03:00 Splitting a Database 00:04:00 Using the Compact and Repair Database Utility 00:01:00 Backing Up a Database 00:01:00 Protecting Databases 00:01:00 Encrypting a Database with a Password 00:01:00 Removing a Password and Encryption 00:01:00 Setting Options and Properties 00:02:00 Internet Integration Topic A Hyperlink Fields 00:02:00 Creating a Hyperlink Field 00:02:00 Inserting Data in a Hyperlink Field 00:01:00 Modifying Data in a Hyperlink Field 00:01:00 Working with Outlook 2007 00:01:00 Mock Mock Exam- Microsoft Office 2007 Access Advanced - Complete Video Course 00:20:00 Final Final Exam- Microsoft Office 2007 Access Advanced - Complete Video Course 00:20:00 Certificate and Transcript Order Your Certificates and Transcripts 00:00:00

Description Conflict is a serious disagreement or argument that often takes place in the workplace. It's something that harms relationships and can cause serious damage to the organization. The course starts off with the introduction of conflict management and different types of conflict that can occur in your work as well as personal life. Conflict Resolution Course is designed to identify the reasons why conflict can arise, the positive and negative outcomes of conflict and find a solution to eliminate it. You will also learn about multiple conflict-handling styles and techniques. Following that, you will get plenty of tips for dealing with difficult people. You will learn the necessary skills, knowledge, and information for getting along in the workplace. Last but not least, you will learn how to manage anger and violence in the workplace. Not only that but you will also learn about negotiation strategies and ways to avoid common mistakes in negotiation. This course is a complete package for you. So enroll now and get benefit from this course. Learning Outcomes Figure out the way your individual outlook, as well as actions, have an influence on others Unveil new and proficient methodologies so as to handle tough people Gain a number of techniques to manage and tame your anger Develop coping strategies for dealing with difficult people and difficult situations. Improvise managing plans to cope with the tough community as well as complicated circumstances What conflict is and how it can escalate. The types of conflict and the stages of the conflict. The five most common conflict resolution styles and when to use them. How to increase positive information flow through non-verbal and verbal communication skills. Effective techniques for intervention strategies. Ways to manage conflicts to enhance productivity and performance. Describe what workplace violence is Identify some warning signs of violence Apply the cycle of anger Understand Albert Bandura's behavior wheel and how it applies to anger Develop a seven-step process for managing your anger and others' anger Apply better communication and problem-solving skills, which will reduce frustration and anger Develop some other ways of managing anger, including coping thoughts and relaxation techniques Use the nine components of an organizational approach to managing anger, including risk assessment processes Respond if a violent incident occurs in the workplace on an individual and organizational lev Assessment At the end of the course, you will be required to sit for an online MCQ test. Your test will be assessed automatically and immediately. You will instantly know whether you have been successful or not. Before sitting for your final exam you will have the opportunity to test your proficiency with a mock exam. 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? Conflict Resolution Course 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 Conflict Resolution Course 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. Module : 1 Course Overview 00:15:00 Conflict as Communication 00:30:00 Benefits of Confrontation 00:16:00 Preventing Problem 00:15:00 Getting Focused 00:27:00 Managing Anger 00:30:00 Dealing with Problems 00:15:00 The Three-Step Conflict Resolution Model 00:15:00 Why Don't People Do What They Are Supposed To? 00:15:00 De-Stress Options to Use When Things Get Ugly 00:30:00 Changing Yourself 00:30:00 Module : 2 Course Overview 00:15:00 Defining Conflict 00:15:00 Types of Conflict 00:15:00 Open Conflict vs. Hidden Conflict 00:15:00 Spontaneous and Reflective Behavior 00:15:00 The Johari Window 00:15:00 Stages of Conflict 01:00:00 Conflict Resolution Style Questionnaire 00:15:00 The Role of Communication in Conflict Resolution 00:30:00 Active Listening Skills 00:15:00 Paraphrasing Skills 00:15:00 Powerful Questions 00:15:00 Body Language 00:15:00 The Conflict/Opportunity Test 00:15:00 Conflict and Its Resolution 00:30:00 Helping Others Through Conflict 00:45:00 Module : 3 Course Overview 00:15:00 What is Workplace Violence? 00:15:00 Understanding the Behavior Wheel 00:15:00 The Anger Management Process 00:30:00 Communicating Better 00:15:00 Basic Problem Solving Tools 01:00:00 Other Ways of Managing Anger 00:15:00 A Systems Approach 00:15:00 Developing a Policy and Program 00:15:00 Risk Assessment 00:30:00 Hiring Practices 00:15:00 Workplace Practices and Procedures 00:15:00 Security Systems and Personnel 00:15:00 Training Programs 00:15:00 Developing Emergency Response Plans 00:15:00 Program Review 00:15:00 The Immediate Response 00:15:00 Consulting with the Experts 00:15:00 Gathering Additional Information 00:15:00 Re-Evaluating Information 00:15:00 Communicating Incidents and Threats 00:15:00 Interviewing Employees 00:15:00 Risk Level Analysis 00:15:00 Reviewing the Options 00:15:00 Analyzing the Impact 00:15:00 Process Application 00:15:00 Mock Exam Mock Exam - Conflict Resolution Course 00:20:00 Final Exam Final Exam - Conflict Resolution Course 00:20:00 Certificate and Transcript Order Your Certificates and Transcripts 00:00:00

Microsoft office is used for documentation, writing, and many other activities. It brings a new dimension to this technology-based competitive world. It has vivid functions and much more use. If you want to learn all its advanced functions, look at our Microsoft Office 2016 Advanced course. This course introduces to the function of ribbon that incorporates many tabs such as Insert, design, animation, slides, show, review, and home. It also guides you step by step how to insert a picture, change design lay order, add a hyperlink, watch video from youtube, create CV, cash memo, payment sleep, many more things. Overall the course teaches you all the efficient use of Microsoft Office to be expert in it. Who is this Course for? Microsoft Office 2016 Advanced is 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. Entry Requirement: This course is available to all learners, of all academic backgrounds. Learners should be aged 16 or over to undertake the qualification. Good understanding of English language, numeracy and ICT are required to attend this course. CPD Certificate from Course Gate  At the successful completion of the course, you can obtain your CPD certificate from us. You can order the PDF certificate for £9 and the hard copy for £15. Also, you can order both PDF and hardcopy certificates for £22. Career path This course opens a new door for you to enter the relevant job market and also gives you the opportunity to acquire extensive knowledge along with required skills to become successful. You will be able to add our qualification to your CV/resume which will help you to stand out in the competitive job industry. Course Curriculum Microsoft Word 2016 Modify User Information 00:15:00 Share a Document 00:30:00 Work with Comments 00:15:00 Compare Document Changes 00:15:00 Review a Document 00:15:00 Merge Document Changes 00:15:00 Coauthor Documents 00:15:00 Add Captions 00:15:00 Add Cross-References 00:15:00 Add Bookmarks 00:15:00 Add Hyperlinks 00:15:00 Insert Footnotes and Endnotes 00:15:00 Add Citations 00:30:00 Insert a Bibliography 00:15:00 Insert Blank and Cover Pages 00:15:00 Insert an Index 00:30:00 Insert a Table of Contents 00:30:00 Insert an Ancillary Table 00:15:00 Manage Outlines 00:30:00 Create a Master Document 00:30:00 Suppress Information 00:30:00 Set Editing Restrictions 00:30:00 Add a Digital Signature to a Document 00:15:00 Restrict Document Access 00:15:00 Create Forms 00:30:00 Manipulate Forms 00:15:00 Form Data Conversion 00:15:00 Create a New Document Version 00:30:00 Compare Document Versions 00:15:00 Merge Document Versions 00:15:00 Activities - Microsoft Word 2016 Advanced 00:00:00 Microsoft Excel 2016 Update Workbook Properties 00:15:00 Activity-Update Workbook Properties 00:05:00 Create and Edit a Macro 00:15:00 Activity-Create and Edit a Macro 00:05:00 Apply Conditional Formatting 00:15:00 Activity-Apply Conditional Formatting 00:05:00 Add Data Validation Criteria 00:15:00 Activity-Add Data Validation Criteriaty 00:05:00 Trace Cells 00:15:00 Activity-Trace Cells 00:05:00 Troubleshoot Invalid Data and Formula Errors 00:15:00 Activity-Troubleshoot Invalid Data and Formula Errors 00:05:00 Watch and Evaluate Formulas 00:15:00 Activity-Watch and Evaluate Formulas 00:05:00 Create a Data List Outline 00:15:00 Activity-Create a Data List Outline 00:05:00 Create Sparklines 00:15:00 Activity_Create Sparklines 00:05:00 Create Scenarios 00:15:00 Activity-Create Scenarios 00:05:00 Perform a What-If Analysis 00:15:00 Activity-Perform a What-If Analysis 00:05:00 Perform a Statistical Analysis with the Analysis ToolPak 00:15:00 Activity-Perform a Statistical Analysis with the Analysis ToolPak 00:05:00 Create Interactive Data with Power View 00:15:00 Activity-Create Interactive Data with Power View 00:05:00 Consolidate Data 00:15:00 Activity-Consolidate Data 00:05:00 Link Cells in Different Workbooks 00:15:00 Activity-Link Cells in Different Workbooks 00:05:00 Merge Workbooks 00:15:00 Activity-Merge Workbooks 00:05:00 Export Excel Data 00:15:00 Activity-Export Excel Data 00:05:00 Import a Delimited Text File 00:14:00 Activity- Import a Delimited Text File 00:05:00 Integrate Excel Data with the Web 00:15:00 Activity-Integrate Excel Data with the Web 00:05:00 Create a Web Query 00:15:00 Activity-Create a Web Query 00:05:00 Import and Export XML Data 00:15:00 Activity-Import and Export XML Data 00:05:00 Activities and Exercise Files - Microsoft Excel 2016 Advanced 00:00:00 Microsoft PowerPoint 2016 Customize the User Interface 01:30:00 Set PowerPoint 2016 Options 00:45:00 Create and Manage Sections 01:00:00 Modify Slide Masters and Slide Layouts 01:15:00 Add Headers and Footers 00:30:00 Modify the Notes Master and the Handout Master 00:45:00 Create SmartArt 00:45:00 Modify SmartArt 01:00:00 Add Audio to a Presentation 00:45:00 Add Video to a Presentation 01:00:00 Customize Animations and Transitions 01:00:00 Add Comments to a Presentation 00:45:00 Review a Presentation 00:45:00 Store and Share Presentations on the Web 01:30:00 Annotate a Presentation 00:45:00 Set Up a Slide Show 00:45:00 Create a Custom Slide Show 00:30:00 Add Hyperlinks and Action Buttons 00:45:00 Record a Presentation 00:15:00 Secure a Presentation 01:30:00 Present a Slide Show Online 01:00:00 Create a Video or a CD 00:45:00 Activities - Microsoft PowerPoint 2016 Advanced 00:00:00 Microsoft Outlook 2016 Insert Advanced Characters and Objects 01:30:00 Modify Message Settings, Properties, and Options 01:30:00 Use Automatic Replies 01:30:00 Sort Messages 00:45:00 Filter Messages 01:00:00 Organize Messages 02:00:00 Search Messages 01:30:00 Manage Junk Mail 01:00:00 Manage Your Mailbox 02:00:00 Manage Advanced Calendar Options 00:45:00 Manage Additional Calendars 01:00:00 Manage Meeting Responses 00:45:00 Assign and Manage Tasks 01:00:00 Edit an Electronic Business Card 01:00:00 Manage Advanced Contact Options 01:30:00 Forward Contacts 00:30:00 Export Contacts 01:00:00 Delegate Access to Mail Folders 01:00:00 Share Your Calendar 00:30:00 Share Your Contacts 00:15:00 Back Up Outlook Items 00:45:00 Change Data File Settings 00:45:00 Configure E-mail Message Security Settings 00:30:00 Activities - Microsoft Outlook 2016 Advanced 00:00:00 Microsoft Access 2016 Add Controls to Forms 01:00:00 Set Form Controls 01:00:00 Create Subforms 00:30:00 Organize Information with Tab Pages 00:30:00 Enhance Navigation with Forms 00:30:00 Format a Form 01:00:00 Apply Conditional Formatting 00:30:00 Field Validation 00:30:00 Form and Record Validation 00:30:00 Create a Macro 01:00:00 Restrict Records Using a Condition 00:30:00 Validate Data Using a Macro 00:30:00 Automate Data Entry Using a Macro 00:30:00 Convert a Macro to VBA 00:30:00 Link Tables to External Data Sources 00:30:00 Manage a Database 00:30:00 Determine Object Dependency 00:30:00 Document a Database 00:30:00 Analyze the Performance of a Database 00:30:00 Split a Database for Multiple User Access 00:30:00 Implement Security 00:30:00 Set Passwords 00:30:00 Convert an Access Database to an ACCDE File 00:30:00 Package a Database with a Digital Signature 00:30:00 Create a Database Switchboard 01:00:00 Modify a Database Switchboard 00:30:00 Set Startup Options 00:30:00 Mock Exam Mock Exam - Microsoft Office 2016 Advanced 00:20:00 Final Exam Final Exam - Microsoft Office 2016 Advanced 00:20:00 Certificate and Transcript Order Your Certificates or Transcripts 00:00:00

This Digital Functional Skills Level 1 Course will set you up with the relevant digital skills and knowledge and provide you with a competitive advantage in your career, making you stand out from all other applicants and employees. Course Highlights Course Type: Self-Paced Online Learning Accreditation: NCFE Qualification: Nationally Recognised Qualification Study Materials: High-Quality E-Learning Study Materials Assessment: Externally Graded and Verified | Center-Based Online or Online Remote Exam Guided Learning: 55 hours Access: 1 Year Access Certificate: Certificate upon completion of the official exam (hard copy) Tutor Support: Paid Tutor Support Customer Support: 24/7 live chat available Digital Functional Skills Level 1 - Online Course This Digital Functional Skills Level 1 Course is governed by Ofqual, and accredited by NCFE, making it a nationally recognised credential that will improve your CV while helping you stand out from the rest of the applicants.  Subject content of this course is based on the National Standards for Digital Functional Skills to increase comparability across awarding organisations. This course will increase your confidence and fluency in using digital tools and help you develop a positive attitude towards them. The course will introduce you to new areas of life and work that you might encounter in the future, providing you with the knowledge and skills to complete tasks and activities. Upon successful completion of this course, you will be equipped with the necessary digital skills to function independently, effectively, and with confidence in everyday life, professional, and academic settings. EXAM Booking & Results Details You can decide the exam date and place according to your convenience. Awarding Body On Screen Exam in Centre Remote Online Exam – From Home Results NCFE Book within 24 Hours Book within 2 working days Get results in only 7 days *Offline examinations will be held at our Swindon and London centres. Please contact us for more information. The new assessment and result dates by NCFE is: (Only applicable if you are attending the exam in between the following assessment date). Delivery mode: On-screen and RI Assessment date to and from: 23/09/2024 – 1/11/2024 Results release: 8/11/2024 (Note that this only applies to the mentioned exam type and if you book the exam during the dates mentioned above. Also, this will not affect the schedule of the other exam types and results.) How This Course will work for you? Initial Assessment: Determines levels Diagnostic Assessment: Identifies skill gaps and produces an individual learning plan Learning Resources: Develop underpinning knowledge and fill skill gaps identified Progress Check: Assesses progress at the end of the module You will get useful resources that are designed to improve your essential skills, knowledge and understanding of the digital knowledge required to pass the assessments.  Our online learning portal is fully compatible with desktop, tablet and mobile devices and can be accessed from anywhere. Aims & Outcomes This course will enable you to: Increase your confidence and fluency in the use of digital Gain knowledge and skills, and develop a positive attitude towards the use of digital skills; Demonstrate knowledge and skills by applying these to complete tasks and activities; Introduce you to areas of life and work which may be new or unfamiliar, and tasks and activities that they may encounter in future; Develop an appreciation of the importance of digital skills in the workplace and in life generally; Provide a basis for further study, work and life. Why is this course right for you? This course can be taken by: Anyone willing to enhance their practical digital functional skills Anyone looking to meet the entry requirement of your desired university Anyone looking to secure an apprenticeship Anyone looking to improve their job outlook with an added expertise Entry Requirements Students or professionals of any age group hailing from any academic background can take this Digital Functional Skills Level 1 Course to acquire practical skills in ICT; no prior knowledge, skills or qualifications are required to enrol.  About Official Exam, Assessment Students are required to undergo an initial assessment to determine the level and a diagnostic assessment to identify skill gaps and produce an individual learning plan. These interactive assessment sessions measure the knowledge you are absorbing and evaluate your potential to demonstrate these digital skills practically. You can also keep track of your score and progress at the end of the module. Towards the end of the Digital Functional Skills Level 1 Course, you will be required to undergo an onscreen/online exam that is externally set and graded. You can take the online exam at the designated exam center or remotely. Some assessment components for the skills and knowledge to be evaluated under the Content Document must be conducted online and on screens utilising digital devices. The assessments will be pass/fail in line with the other Functional Skills qualifications. Progression Opportunities in this Acquiring certified NCFE Digital Functional Skills qualifications at Level 1 will open your doors to the following career path:  BTEC Level 2 or 3 Qualifications for IT Users (ITQ) Level 2 Qualifications in Digital Applications for IT Users DIDA You can apply to your desired university You can access a wide range of career opportunities Course Curriculum 1. Using Devices and Handling Information • Device refers to examples such as desktop, laptop, mobile devices, and smart devices. An appropriate file naming convention refers to naming files in a way that describes or indicates the content or the use of the file, or includes the date and/or time information. • Limitations on file sizes when using some services refers to email attachments and file size upload limits. • Online resources refers to examples such as online tutorials, FAQs or help facilities. 2. Creating and Editing • Using appropriate layout conventions refers to adopting common conventions, such as text, tables, images and charts, for specific purposes, such as a formal report for managers, an advertisement for consumers or a presentation for colleagues. • An appropriate tool for editing refers to a desktop application or an application on a touchscreen device. • Simple formulae refers to up to two mathematical operators. Sorting numeric data refers to one criterion. Filtering data refers to one criterion. • An appropriate type of chart refers to bar/column charts, pie charts and line graphs. 3. Communicating • Using email or online messages for a range of contexts and audiences refers to common work or real-life scenarios, such as to colleagues at work, the general public, or users of a social media platform. 4. Transacting • Online services refers to examples such as shopping, banking, utilities, government services or media services. • Uploading documents or images refers to locating a file and understanding that file sizes may need to be reduced before submitting. 5. Being safe and responsible online • In understanding key rights under data protection laws, it is not necessary to understand issues of data protection compliance relating to organisations. • Health risks resulting from using devices and the internet refers to physical and/or psychological. Minimising these refers to examples such as taking regular breaks, using a wrist rest with a mouse, limiting screen time, avoiding screen time close to bedtime or reporting cyberbullying. Recognised Accreditation This Course is Accredited by NCFE and Regulated by OFQUAL This Course is accredited by NCFE and regulated by Ofqual which is a nationally recognised qualification that will add value to your CV. It is an approved subject by Department for Education (DfE) that provides a foundation for progression to employment and further technical education. Certificate of Achievement Upon successful passing of the official exam, you will be awarded an Ofqual regulated nationally recognised NCFE Digital Functional Skills qualification at Level 1.  FAQs When will I be able to access the course? You will be able to access the course as soon as you enroll. The course materials and resources will be available to you online 24/7, allowing you to study at your own pace and convenience. Are there any prerequisites or eligibility criteria for taking the course? There are no prerequisites or eligibility criteria for taking this course. This certification is open to anyone who wants to enhance their digital skills and knowledge. When will I be able to access the course? You will be able to access the course as soon as you enroll. The course materials and resources will be available to you online 24/7, allowing you to study at your own pace and convenience. Is there any age limit for enrollment in this course? There is no age limit for enrollment in this course. Learners of all ages are welcome to join and benefit from the course materials and resources provided. What is the difference between NCFE and Edexcel? NCFE and Edexcel are both awarding bodies that provide qualifications, but there are some differences between them. NCFE is a national awarding organization in the UK, while Edexcel is a subsidiary of Pearson, a multinational education company. Additionally, NCFE focuses on vocational qualifications and skills-based learning, while Edexcel offers a wider range of academic and vocational qualifications. Can I access this course material offline, or do I need a continuous internet connection? To access the course material, you need internet access, and you won't be able to access it offline. If I encounter any technical issues, what kind of support is available? We have a very supportive and friendly customer support team, available for you to ask for any help or assistance with any technical issues you may encounter. They can be reached through email or phone, and will promptly address any concerns you have to ensure a smooth learning experience. Do I need to have any special software to access this course? No, you do not need any special software to access this course. All you need is a device with internet access and a web browser. The course materials are accessible online, making it convenient for you to learn from anywhere at any time. Do I need to visit the exam center for the exam, or can I give it from home? You can take the online exam at the designated exam center or remotely. What is the difference between DFSQ and Essential Digital Skills Qualifications (EDSQ)? The DFSQ qualification focuses specifically on digital skills for work, while the EDSQ qualification covers only the essential digital skills for everyday life. The Guided learning hours for DFSQ are 55 hours, and those for EDSQ are 50 hours. What Will I Learn in the Digital Functional Skills Level 1 course? In the Digital Functional Skills Level 1 course, you will gain a comprehensive understanding of using digital devices, navigating online platforms, and conducting tasks on the internet. Additionally, you will develop knowledge and understanding of online safety and security measures to protect personal information.

Description: A company's reputation depends on its ability to deliver exceptional customer service. To make sure your company gives the best experience, Complete Customer Service Training course is here for you. This course is comprised of contents which will teach you the critical elements of customer service, management of customer service, call center training, and customer relationship management. You will learn about the critical elements of customer service, understanding relationship with customers and its practices, setting goals and meeting expectations, dealing with difficult customers, challenges, stress, language barrier, etc. About the call center training, you will learn about listening skills, negotiation techniques, call center trends, etc. which will increase your key elements of customer service skills. Learning Outcomes: Display a customer service outlook Figure out your individual behavior affects the behaviors of others Examine confidence eligibility as well as a problem solver Implement the techniques to cope with customers Set your choice for providing customer service Recognise means to settle connectivities between excellence in customer service as well as your business and policies Improvise the skills and practices essential for a customer service-focused manager Detect the customers as well as what they are searching for being truly involved Recognise who are your customers and what their interests are Improve plans for generating engaged employees and satisfied customers in the related business units that you manage The variation of body language as well as verbal dexterity The points of verbal communication, for example, tone, cadence, and pitch Asking questions and listening competency The manners of disseminating negative news and how to say no. Proficient means of negotiation The significance of producing and sending meaningful messages Materials to speed up communication The worth of individualizing interactions and promoting relationships Vocal techniques to boost speech as well as communication approach Methodologies for controlling stress The conditions and benefits of CRM on a company's bottom line Explain various elements of a CRM plan Improvise a checklist in case of readiness and success in CRM Narrate how CRM produces value for organizations and customers Think about improvising roles having the highest influence on CRM Assessment: At the end of the course, you will be required to sit for an online MCQ test. Your test will be assessed automatically and immediately. You will instantly know whether you have been successful or not. Before sitting for your final exam you will have the opportunity to test your proficiency with a mock exam. 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? Complete Customer Service Training 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 Complete Customer Service Training 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. Complete Customer Service Training - Updated Version Who We Are and What We Do 00:17:00 Establishing Your Attitude 00:13:00 Identifying and Addressing Customer Needs 00:12:00 Generating Return Business 00:14:00 In-Person Customer Service 00:10:00 Giving Customer Service over the Phone 00:12:00 Providing Electronic Customer Service 00:12:00 Recovering Difficult Customers 00:15:00 Understanding When to Escalate 00:14:00 Complete Customer Service Training - Old Version Module 01 Communication Skills 01:00:00 Dealing With Challenges Assertively 00:15:00 Dealing With Difficult People 00:30:00 Dealing With Stress 00:30:00 Meeting Expectations 00:15:00 Setting Goals 00:30:00 Seven Steps to Customer Problem Solving 00:30:00 Telephone Techniques 01:00:00 The Fifth Critical Element - Measure It 00:15:00 The Fourth Critical Element - Be a Problem Solver 01:00:00 The Second Critical Element - Defined in Your Organization 00:15:00 The Sixth Critical Element - Reinforce It 00:30:00 The Third Critical Element - Given Life by the Employees 00:15:00 What is Customer Service? 00:15:00 Who Are Your Customers? 00:15:00 Module 02 Six Critical Elements 00:30:00 Understanding Leadership 00:30:00 Five Practices of Leadership 00:45:00 Module 03 Asking the Right Questions 00:15:00 Close with Vocals 00:15:00 Closing Down the Voice 00:10:00 Cold and Warm Calls 00:15:00 Developing a Script 00:15:00 Did You Hear Me? 00:15:00 It's More Than Just a Phase 00:15:00 Negotiation Techniques 00:15:00 News from Within 00:15:00 Perfecting the Script 00:15:00 Phone Tag and Getting the Call Back 00:15:00 Sales by Phone 00:10:00 Saying No 00:05:00 Staying Out of Voice Mail Jail 00:05:00 Stress Busting 00:05:00 Taking Messages99 00:05:00 This is My Mentor 00:05:00 To Serve and Delight 00:05:00 Verbal Communication Techniques 00:15:00 What's Missing in Telephone Communication? 00:15:00 Who Are Your Customers? 00:15:00 Module 04 Building the Future 00:15:00 Checklist for Success 00:15:00 Considerations in Tool Selection 00:15:00 Customer Relationship Management 00:10:00 Evaluating and Reviewing Your Program 00:15:00 Homegrown vs. Application Service Provider 00:15:00 Requirement Driven Product Selection 00:15:00 Strategies for Customer Retention 00:15:00 The Development Team 00:15:00 What CRM Is and Who It Serves 00:15:00 Mock Exam Mock Exam- Complete Customer Service Training 00:30:00 Final Exam Final Exam- Complete Customer Service Training 00:30:00 Order Your Certificate and Transcript Order Your Certificates and Transcripts 00:00:00