53 Problem Solving courses in Edinburgh

Maximising the team's sales capability is the key aim for any sales manager. When sales people struggle to hit their targets, it falls to the sales manager to provide support and help colleagues to find their way again. One of the most effective techniques for sales managers to improve and maintain sales performance is by providing live sales coaching. Sales coaching encourages sales people to find their own solutions and take responsibility for their own development. This course will help participants: Develop people to fulfil their sales potential Provide motivational feedback Identify strengths and weaknesses of their team members Understand personal learning styles Identify and adapt for different personality styles Prepare and conduct on-the-job observations Motivate sales people to greater performance 1 How is sales coaching different from sales training? What is coaching? Discover how coaching empowers sales people Learn the best time to use sales coaching Decide which people should be coached first Creating a development plan 2 Understanding learning, behavioural and communication styles Use practical tools to help you assess individual styles Tap into the essence and energy of the person you are developing Understand your own learning, behavioural and communication preferences Develop a strategy to adopt for each member of your team Discover what motivates you and your salespeople to perform Appreciate how this knowledge will improve your sales conversion 3 Using the GROW coaching model Learn the secrets of a successful coaching session Discover the importance of SMART objectives and instructions Understand and capture what coachees are currently doing right Develop their problem-solving and decision-making skills Help your colleagues crystalise their plans and actions Provide follow-up opportunities to embed the learning 4 Giving motivational feedback Understand why effective feedback is so powerful in sales Learn key models for motivational feedback Discover how to manage and structure more difficult conversations Understand the power of positive reinforcement Encourage sales people to coach and support colleagues 5 Putting it into practice Use realistic scenarios to provide opportunities for practice Discover what it feels like to be coached Receive immediate feedback on your coaching style Share common performance issues with fellow sales managers Create a personal development plan 6 Preparing on-the-job observations and joint visits Build a strategy for coaching and team development Prepare an observation template for effective coaching Learn the key elements of preparation for your next coaching session Agree common areas to focus on with coachees 7 Action planning Personal action plans

Are you an EDI Officer, HR Specialist, Leader or Manager? Or the nominated EDI champion for your team? Maybe you've been given the EDI portfolio on behalf of your Board or department? Or if you're aiming to make a difference via your diverse staff network or union, all change-makers are welcome!

BECOME A SPIRITUAL WARRIOR MENTOR  A journey through Japanese shamanism and philosophy in 13 modules during 3 full week-ends, available online and in person, to become a Spiritual Warrior Mentor and learn practical shamanic practices to use in your sessions and group work.  This will require the completion of some case studies and homeworks.  It gives you the opportunity to add a job qualification to your holistic experience that can be used in individual sessions or group events. We are a globally certified IPHM training provider (International Practitioners of Holistic Medicine). MODULES 1) Loving your imperfection through Wabi Sabi: accept the impermanence of things and recognise the beauty of imperfection, learning to flow like a river. In this module you will learn not to attach yourself to a theory, to a knowledge, but learn how to become flexible in order to be powerful and solve any life problem. 2) Embrace your wish to change through Kaizen: Kaizen is an approach to creating continuous improvement based on the idea that small, ongoing positive changes can reap significant improvements compared to radical changes to achieve transformation. In this module you will learn how to master the art of creating habits. 3) Face life challenges and storm through Hanafubuki: through 'the cherry blossom storm' we have the magical moment when the sakuras begin to fall, creating a delicate blizzard of petals. This concept of ephemeral beauty is a metaphor for human life, rich and beautiful but also fragile and fleeting. In this module you will learn how to remain calm to make the best decisions. 4) Express your own emotions and welcome those of others through Omoiyari: Omoiyari is commonly translated to empathy, but it actually has a deeper meaning; it literally means to give your thoughts to others. In this module you will learn how to release your own emotions and develop empathy and compassion for others. 5) Repair your own soul wounds through Kintsugi: Kintsugi is the art of mending broken objects with gold, it is the art of treasuring your wounds by repairing them with the gold of pure aesthetic experience. The wounds of our lives are seen through the eyes of the soul,which receives and heals them with the gold of death,of rebirth and freedom. In this module you will learn to perform a rite of passage after which nothing will be the same as before. 6) Master the art of patience through Nintai: Nintai is the power of enduring without complaint, without looking for quick results. It means sticking to your path, trusting the process, to your beliefs. In this module you will learn to never give up, to wait for the right time for things to happen. 7) How gratitude changes you and your brain through Itadakimasu: this word means “I humbly receive” and relates to the traditional way of showing gratitude by elevating above one’s head the gift received. Through time, itadakimasu became the expression showing appreciation for the food received. In this module you will learn the benefits of gratitude on your mental health. 8) Learn to become grounded through Shinrin-Yoku: Immersion in nature has scientifically proven therapeutic effects: it can reduce stress hormone concentrations in the body, strengthen the immune system, regulate blood pressure and heart rate, and lower cholesterol. Shinrin-Yoku is an adventure of deep communion with nature. In this module you will learn how to ground yourself. 9) Develop the best version of you through Hanasaki: this is the blossom of a flower. You will use this word for blossoming the best version of yourself. No matter who you are, where you come from, what your path has been so far, in this module you will learn to aspire to a better version of yourself. 10) Less is more: learn to declutter and simplify your life through Danshari: There’s a new movement rising around the world. Perhaps you’ve heard of it: Danshari. It means “refusal, disposal and separation” You can simply translate it as cleaning or tidying up, but this word means more than this. In this module you will learn to abandon attachment to objects and make a better use of them. 11)Connect with your soul mission through Ikigai: ikigai is that thing that gives our existence a marvellous intensity, it is what gives meaning to life or, as the French would say, its raison d’etre. There is a fire inside us: it can burn with more force, it can weaken, but then it can come back stronger than ever. Ikigai cannot be a simple mental vision, as it is wider, deeper and absolute than the thinking mind. You can only live it, and only by living it can you know it. In this module you will learn the first steps to move nearer to your soul mission. 12)Accept your own shadows, feeling a part of the universe through Yugen: Beauty is Darkness. Shadows are what allow the visible to emerge. The whole world and ourselves are a constant duality: we wake up and go to bed, the sun rises and goes down, we feel on top of the world and we feel stressed, we move in and out, we feel active and we feel lazy and so on. It’s the natural flow of the universe, nothing lasts in the same status forever. In this module you will learn to keep this duality between inner light and darkness stable and to reach the perfect moment. 13)Accept the impermanence of life through mono no aware: ‘this is the deep feeling or pathos of things, the powerful emotions that objects can evoke or instil in us. It is often associated with a poignant feeling of transience, a beautiful sadness in the passing of lives and objects, like the glorious colour of autumn leaves as they are about to fall. In this module you will learn how to let go of our attachments to transient things. Through this certified course you will learn these for yourself and to help others in their transformation if you are an holistic therapist: ● to become grounded and calm ● to create fundamental daily habits ● to have the right approach to solve any life challenge and storm ● how to flow with life ● to express your emotions and develop compassion ● to repair your own wounds ● to practise patience and gratitude ● to become a better version of yourself ● to be nearer to meet your soul mission You can choose: Online (either live or receiving the recordings)  or at the Art and Spirituality Centre 6-8 Alexander Drive EH11 2RH Edinburgh First week-end 22nd-23rd February 2025 10am-5pm each day Modules 1,2,3,4 Second week-end 15th-16th March 2025 10am-5pm each day Modules 5,6,7,8,9 Third week-end 14th-15th June 2025 10am-5pm each day Modules 10,11,12,13 If you are not available to attend, you can catch up with the recordings and do your homeworks in order to qualify.  You an also attend one or two week-ends only but you will not qualify If you are not available to attend, you can catch up with the recordings and do your homeworks in order to qualify.  You an also attend one or two week-ends only but you will not qualify Cost The full course with qualification: £450 Option A) Pay the whole course in full with £50 discount, so just £400 and get a free 1-1 session with me (online or in person) of the value of £100 Option B) Pay a Deposit £150 to secure your place, £150 1st March and £150 1st June 2025 Option C) Join individal week-ends with no qualification £150 each Disclaimer  By booking any event or 1-1 session -online or any other venues – with us, you release Giada Gaslini, Invisible Caims/School of Shamanism, Art and Spirituality and any business partners working with for the event from any liability arising out of any personal injuries, emotional or physical release, death, expectations of results, theft in the venue or damages that may happen to people and objects while attending. We recommend that you consult your GP regarding the suitability of undertaking an exercise programme, if the class you are booking includes it like with yoga or similar, and following all the safety instructions required before beginning to exercise. When participating in an exercise, there is the possibility of sustaining a physical injury. If you engage in this exercise programme, you agree that you do so at your own risk, are voluntarily participating in these activities and assume all risk of injury to yourself. You acknowledge that coaching, shamanic healing and counselling are not to be used as a substitute for psychotherapy, psychoanalysis, mental health care, or other professional advice by legal, medical or other professionals. Our sessions are aimed at inner research, problem solving and personal growth, they do not replace the work of doctors and psychotherapists because they do not consider, treat or aim to solve pathologies and symptoms that are strictly medical. All contracts subject to and governed by the law according to my current insurance.   Added element of the disclaimer If the class happens in any venue and you are causing any damage to the property, you are taking responsibility of your actions. It is down to the individual to take personal responsibility when participating in physical activity and when entering a space that is used and shared by other parties. Giada Gaslini does not take any responsibility about possible risks that may arise but can only advise and enforce guidelines and legal requirements as defined by the Scottish Government and local authorities.  Giada's Journey Creative explorer of the human well-being with twenty years’ experience running events, workshops and retreats. Co-author of a non-profit book with other 33 Italian women about their stories in different countries. She has been learning to heal herself supportinga Holistic connection between mind, body and spirit. She has been studying and practicing Buddhist teachings, meditation and the Five Tibetan Rites Yoga in Nepal, India and Italy. Approached the imaginal world and dreams with the psychologist Elio Occhipinti and a regressive hypnosis journey with the vision of the psychiatrist Brian Weiss.  Her studies and practice have helped her become: Shamanic Practitioner and Teacher with the two years formal training at Anam Cara and one year in Wales Shamanic and Integral Yoga Teacher, Ikigai Coach,Forest Therapy Guide qualified with Selene Calloni Williams at the Imaginal Academy and part of the Italian-Swiss Association for Counselling and Coaching, Aiscon.  Professional Esoteric Numerologist graduated at The Connaissance School of Numerology Corporate Mental Health Coach achieved with WeFocus Founder of Drink In Art exhibitions of local artists in private flats Founder of Invisible Caims creative and spiritual workshops, classes and therapies Founder of the Art and Spirituality Centre centre for creativity and well-being in Edinburgh

Who is this course for: This course is for Spiritual Explorers that: *are already open to energy and to the spiritual vision of the world, *are not living blindly following the rules of the matrix, but try to follow their hearts and intuition *want to go beyond the barriers of the ordinary world and access the wisdom and energy healing powers of the spirits to help themselves and others; *want to realise themselves in the totality of their potential, in order to live a genuine life mission and become evolved human beings; *want to go through a deep inner transformation and inner work for the evolution of their souls. What you will learn: This intense one year course has been designed combining together the Toltec and the Japanese tradition of shamanism and no experience is required to attend. It will allow you to qualify as a Professional Shamanic Practitioner.  Shamanism has survived for millennia because of its effectiveness and adaptability. In some cultures it is still a reference spiritual practice, in our modern culture it is increasingly an alternative practice for healing the soul and for all health issues that cannot be solved by official science. In these times of great change, spiritual practice, done humbly but also with purpose, can transform our society.  The vision is to educate you to become a shamanic practitioner experiencing this vast and diverse healing heritage, applying it with courage and commitment in your own environment.  The term "professional" means someone who has solid experience working with other people safely and effectively. You will follow a very deep path of healing, transformation and personal empowerment necessary to work ethically and professionally in the field of shamanic healing. Through deep initiations you can open ever wider doors to the spiritual world necessary to become true channels of healing and inexhaustible sources of spiritual wisdom WHEN last week-end of the month per 13months (different dates in December due to Christmas) break in July and August) 10am-5pm GMT time each day 25th-26th October 2025 29th-30th November 2025 13th-14th December 2025 24th-25th January 2026 21st-22nd February 2026 28th-29th March 2026 25th-26th April 2026 30th-31st May 2026 27th-28th June 2026 26th-27th September 2026 24th-25th October 2026 28th-29th November 2026 12th-13th December 2026 You have time till the 28th November 2025 to sign up. If you miss the first week-end, the recording will be sent to you. After this date, no more applications will be taken. You are ideally required to attend all the week-ends, online or in person but I understand sudden circumstances may occur. You will be allowed to miss maximum two week-ends, for which you will get the recordings and you will be required to do home-works, in order to get your certificate. If your absence is over this, we'll need to speak and consider your personal circumstances. PROGRAMME ECSTASY: SHAMANIC JOURNEYS AND OTHER METHODS POWER ANIMALS , SPIRIT GUIDES AND SPIRIT NAMES (find your own one) POWER DANCE SHAMANIC TOOLS THE ART OF STORYTELLING: HACKING THE MIND PILGRIMAGES SHAMANIC HEALING: SOUL RETRIEVAL AND EXTRACTIONS SOUL REMEMBRANCE THE ART OF DIVINATION RITUALS AND CEREMONIES THE ANCESTRAL REALMS: PAST LIVES PSYCHOPOMP AND DEATH AS AN ALLY FOREST THERAPY : JAPANESE SHAMANIC RITUALS  BEING A SPIRITUAL WARRIOR IN THE YAMABUSHI TRADITION CREATIVITY AS AN HEALING TOOL  THE MEDICINE WHEEL  THE ARCHETYPES AND CHAOS CYCLES SHAMANIC COUNSELLING AND THE GARDEN OF SOULS HEALING CIRCLES INTRODUCTION TO CACAO CEREMONIES HOW TO WORK WITH CLIENTS FINAL CEREMONY FULL COURSE £250 non-refundable deposit, followed by 12 monthly instalments according to your income: Early bird offer by 30th April 2025 High £195/month (total of the course £2590) Medium £185/month (total of the course £2470) Low £156/month (total of the course £2122) Full price from 1st May 2025 High £216/month (total of the course £2842) Medium £205/month (total of the course £2710) Low £173/month (total of the course £2326) CANCELLATION AND PAYMENTS A booking is accepted following receipt of a non refundable deposit payment, followed by monthly instalments. Any cancellation occurring after the start of the course will still be subject to the payment in full of the remaining instalments.  Disclaimer  By booking any event or 1-1 session -online or any other venues – with us, you release Giada Gaslini, Invisible Caims/School of Shamanism, Art and Spirituality and any business partners working with for the event from any liability arising out of any personal injuries, emotional or physical release, death, expectations of results, theft in the venue or damages that may happen to people and objects while attending. We recommend that you consult your GP regarding the suitability of undertaking an exercise programme, if the class you are booking includes it like with yoga or similar, and following all the safety instructions required before beginning to exercise. When participating in an exercise, there is the possibility of sustaining a physical injury. If you engage in this exercise programme, you agree that you do so at your own risk, are voluntarily participating in these activities and assume all risk of injury to yourself. You acknowledge that coaching, shamanic healing and counselling are not to be used as a substitute for psychotherapy, psychoanalysis, mental health care, or other professional advice by legal, medical or other professionals. Our sessions are aimed at inner research, problem solving and personal growth, they do not replace the work of doctors and psychotherapists because they do not consider, treat or aim to solve pathologies and symptoms that are strictly medical. All contracts subject to and governed by the law according to my current insurance.   Added element of the disclaimer If the class happens in any venue and you are causing any damage to the property, you are taking responsibility of your actions. It is down to the individual to take personal responsibility when participating in physical activity and when entering a space that is used and shared by other parties. Invisible Caims does not take any responsibility about possible risks that may arise but can only advise and enforce guidelines and legal requirements as defined by the Scottish Government and local authorities.  Giada's Journey Creative explorer of the human well-being with twenty years’ experience running events, workshops and retreats. Co-author of a non-profit book with other 33 Italian women about their stories in different countries. She has been learning to heal herself supportinga Holistic connection between mind, body and spirit. She has been studying and practicing Buddhist teachings, meditation and the Five Tibetan Rites Yoga in Nepal, India and Italy. Approached the imaginal world and dreams with the psychologist Elio Occhipinti and a regressive hypnosis journey with the vision of the psychiatrist Brian Weiss.  Her studies and practice have helped her become: Shamanic Practitioner and Teacher with the two years formal training at Anam Cara and one year in Wales Shamanic and Integral Yoga Teacher, Ikigai Coach,Forest Therapy Guide qualified with Selene Calloni Williams at the Imaginal Academy and part of the Italian-Swiss Association for Counselling and Coaching, Aiscon.  Professional Esoteric Numerologist graduated at The Connaissance School of Numerology Corporate Mental Health Coach achieved with WeFocus Founder of Drink In Art exhibitions of local artists in private flats Founder of Invisible Caims creative and spiritual workshops, classes and therapies Founder of the Art and Spirituality Centre centre for creativity and well-being in Edinburgh

I offer private and group sessions of Shinrin Yoku (Forest Bathing) as a certified Guide. We’ll merge with the beauty of nature in Edinburgh area embracing Japanese rituals of the Yamabushi Shamans and practicing Forest Bathing. If you have ever been among trees in a woodland, listening to the birds, walking, or simply searching for some silence, you have already experienced the Japanese practice of shrin-yoku or forest bathing. In Japanese, “shinrin” means forest and “yoku” means bath, or immersing oneself in the forest and soaking in the atmosphere through the senses. Breathing deeply and finding peace in nature has a massive positive role on your body and mind. Plants release substances from their leaves that are effective in positively stimulating the immune system, as many studies have proved. Forgetting your mobiles and usual busy schedule, in the magic atmosphere of nature , you will take this time off for yourself only to re-build and re-create the cycle that naturally links human beings with nature as a part of the whole. It will be your slowing down time to re-connect literally with your roots.  Some time of digital detoxing will help you to pay attention to your breath, to use all of your senses, to meditate while walking, to dance freely, to stay silent. When did you last touch a tree trunk, or notice the symphony of animals and leaves dancing around you? We will create our sacred space in this time of reconnection with a shamanic ceremony . In this ceremony, you will receive guidance, healing and inspiration, you will learn how to create an altar, smudging with burning sacred herbs, calling the seven directions and then receiving your talking stick to share your heart with your close beautiful circle of souls for this circle. A ceremony is spontaneous, a ceremony is unique, a ceremony is a direct connection with the spirits of the land.  Think about what you need to re-create in your life. Think about what you want to re-connect with along your path. Ask for guidance and the fairies will answer, they always do. Sessions normally last at least 120min plus the walking time to enter the woodland and find a suitable spot according to the season changes in the green (allow extra 30/45min walk and return ) and the current price is for 1-1. Private groups will receive a bespoke quote. If you wish to have a longer session a bespoke price will be provided.  Giada's Journey Creative explorer of the human well-being with twenty years’ experience running events, workshops and retreats. Co-author of a non-profit book with other 33 Italian women about their stories in different countries. She has been learning to heal herself supportinga Holistic connection between mind, body and spirit. She has been studying and practicing Buddhist teachings, meditation and the Five Tibetan Rites Yoga in Nepal, India and Italy. Approached the imaginal world and dreams with the psychologist Elio Occhipinti and a regressive hypnosis journey with the vision of the psychiatrist Brian Weiss. Her studies and practice have helped her become: Shamanic Practitioner with the two years formal training at Anam Cara Shamanic and Integral Yoga Teacher, Ikigai Coach,Forest Therapy Guide qualified with Selene Calloni Williams at the Imaginal Academy and part of the Italian-Swiss Association for Counselling and Coaching, Aiscon.  Professional Esoteric Numerologist graduated at The Connaissance School of Numerology Corporate Mental Health Coach achieved with WeFocus Founder of Drink In Art exhibitions of local artists in private flats Founder of Invisible Caims creative and spiritual workshops, classes and therapies Founder of the Art and Spirituality Centre centre for creativity and well-being in Edinburgh By attending to our classes, workshops, 1 to 1 sessions and retreats you agree to our TERMS AND CONDITIONS Payment  Bookings are non-refundable.  Disclaimer  By booking a class or workshop or retreat or 1-1 session -online or any other venues – with us, you release Giada Gaslini, Invisible Caims and any business partners working with Invisible Caims from any liability arising out of any personal injuries, emotional or physical release, death, expectations of results, theft in the venue or damages that may happen to people and objects while attending. We recommend that you consult your GP regarding the suitability of undertaking an exercise programme, if the class you are booking includes it like with yoga or similar, and following all the safety instructions required before beginning to exercise. When participating in an exercise, there is the possibility of sustaining a physical injury. If you engage in this exercise programme, you agree that you do so at your own risk, are voluntarily participating in these activities and assume all risk of injury to yourself. You acknowledge that coaching, shamanic healing and counselling are not to be used as a substitute for psychotherapy, psychoanalysis, mental health care, or other professional advice by legal, medical or other professionals. Our sessions are aimed at inner research, problem solving and personal growth, they do not replace the work of doctors and psychotherapists because they do not consider, treat or aim to solve pathologies and symptoms that are strictly medical. All contracts subject to and governed by the law according to my current insurance.   Added element of the disclaimer If the class happens in any venue and you are causing any damage to the property, you are taking responsibility of your actions. It is down to the individual to take personal responsibility when participating in physical activity and when entering a space that is used and shared by other parties. Invisible Caims does not take any responsibility about possible risks that may arise but can only advise and enforce guidelines and legal requirements as defined by the Scottish Government and local authorities.   

Healing Circles are not the same as "women’s circles" or the gatherings that have become more common in recent times. In traditional shamanic cultures, healing took place within the entire tribe rather than just in one-on-one sessions. The community saw itself as a unified whole, where each person contributed to the well-being of others. When someone became unwell, it affected everyone, so the group shared the responsibility of restoring balance and health. In these communal healing sessions, a powerful collective energy would emerge, greatly amplifying the healing process for the person in need. This is what we aim to recreate during our weekend together: a strong, collective contribution where everyone plays a part in the healing of those in need. You will have the opportunity to: Receive healing Channel spirits and offer your support to others Trained practitioners will guide the healing process. At the start, I will provide a thorough introduction to shamanism and healing, so no prior experience is required—just an open heart filled with unconditional love. If joining online, please have a wooden stick and any other tools you feel connected to (such as feathers, stones, drums, rattles, sound instruments, crystals—whatever you wish to bring). If attending in person, feel free to bring any healing tools you like or come as you are, with nothing at all. Giada's Journey Creative explorer of the human well-being with twenty years’ experience running events, workshops and retreats. Co-author of a non-profit book with other 33 Italian women about their stories in different countries. She has been learning to heal herself supporting a Holistic connection between mind, body and spirit. She has been studying and practicing Buddhist teachings, meditation and the Five Tibetan Rites Yoga in Nepal, India and Italy. Approached the imaginal world and dreams with the psychologist Elio Occhipinti and a regressive hypnosis journey with the vision of the psychiatrist Brian Weiss.  Her studies and practice have helped her become: Shamanic Practitioner and Teacher with the two years formal training in Scotland and Teacher Training in Wales  Shamanic and Integral Yoga Teacher, Ikigai Coach, Forest Therapy Guide qualified with Selene Calloni Williams at the Imaginal Academy and part of the Italian-Swiss Association for Counselling and Coaching, Aiscon.  Professional Esoteric Numerologist graduated at The Connaissance School of Numerology Corporate Mental Health Coach achieved with WeFocus Founder of Drink In Art exhibitions of local artists in private flats Founder of School of Shamanism creative and spiritual workshops, classes and therapies Founder of the Art and Spirituality Centre centre for creativity and well-being in Edinburgh By attending to our classes, workshops and retreats you agree to our TERMS AND CONDITIONS Payment  Bookings are non-refundable.  Disclaimer  By booking a class or workshop or retreat or 1-1 session -online or any other venues – with us, you release Giada Gaslini, Invisible Caims/School of Shamanism and any business partners working with Invisible Caims from any liability arising out of any personal injuries, emotional or physical release, death, expectations of results, theft in the venue or damages that may happen to people and objects while attending. We recommend that you consult your GP regarding the suitability of undertaking an exercise programme, if the class you are booking includes it like with yoga or similar, and following all the safety instructions required before beginning to exercise. When participating in an exercise, there is the possibility of sustaining a physical injury. If you engage in this exercise programme, you agree that you do so at your own risk, are voluntarily participating in these activities and assume all risk of injury to yourself. You acknowledge that coaching, shamanic healing and counselling are not to be used as a substitute for psychotherapy, psychoanalysis, mental health care, or other professional advice by legal, medical or other professionals. Our sessions are aimed at inner research, problem solving and personal growth, they do not replace the work of doctors and psychotherapists because they do not consider, treat or aim to solve pathologies and symptoms that are strictly medical. All contracts subject to and governed by English Law and the exclusive jurisdiction of the Courts of England and Wales according to my current insurance.  

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Any team member with Customer interaction (including internal) are the 'Ambassadors' of the company/organisation. If they project positive professionalism - they win others' confidence. If they appear or sound like they are in any way indifferent or unprofessional - they will cost sales and lose clients/customers. With this 2 day Training course, that will be tailored to your company/organisation, each person attending will upgrade their professional standards in people skills, telephone manner and email etiquette. No training in this area may well be a false economy as there is a much greater risk of disenfranchised customers and team members - and probably increases your competitors to win business at your expense. Professional customer care is all too frequently regarded as a token issue in most induction sessions for employees. Surprisingly it is very rarely considered as a key priority, despite being essential for ensuring customer commitment is secure and supplier/partnerships are robust. Excellent customer care is paramount in our ever increasingly competitive market and making customers feel valued and looked after is often a differentiator. This 2-day course will help you understand your customers and the vital importance of customer care in any organisation. You will gain the tools and techniques to apply your learning directly back into the workplace and deliver excellent customer care. Course Syllabus The syllabus of the Professional Customer Care course is comprised of four modules, covering the following: Module One What is Excellent Customer Care? Internal versus external customers Why customer care is important Meeting customer expectations Module Two Making a Personal Difference How do you measure customer care? Making a difference Taking ownership Positive mental attitude Displaying professionalism both face-to-face and over the telephone Using positive language Module Three Gathering Information and Offering Solutions Asking the right questions Active listening skills Summarising and clarifying skills Module Four Dealing with Difficult Situations How to give a 'service' no Demonstrating empathy Assertiveness techniques Handling a complaint Problem solving Saying 'sorry' Making realistic promises and keeping them Real Play Scenarios with a Professional Actor (Optional Extra) This programme benefits significantly from our innovative training feature: Real Play. Using a professional actor who performs role plays as different customer characters in carefully devised situations, the delegates have the opportunity to 'pause' the role play to coach and control their character to improve their skill sets and practice the theory delivered. These scenarios can deal with difficult situations and enacting options to ensure good customer relations are intact. The outcome of the scenario is the responsibility of the delegates, not the trainer and actor. The actor will remain in character throughout the de-brief in order to bring to life the impact and possible next steps. Objectives By the end of the course participants will be able to Adopt a professional telephone manner Communicate assertively by taking control and directing the conversation Deliver information positively by offering options and alternatives Develop a range of versatile behaviours to use when dealing with difficult situations by: Listening actively Using empathy Gathering relevant information through effective questioning Finding solutions to concerns/problems quickly and efficiently Speaking positively and assertively What Is The Benefit? For individuals this course will increase confidence and ability to deal with customers in all situations, which will in turn create customer loyalty and raise their profile. For an employer, ensuring that all customer facing employees are demonstrating excellent customer care instils confidence in the customers and promotes a positive image of the company. In-House Courses Every single team member or employee that has a role which involves engaging with a customer, client and/or a key partner/supplier has a responsibility for projecting a positive image of the organisation which they represent. That may sound obvious, but how many hundreds of experiences have you had as a customer where you were treated with indifference and a distinct lack of professionalism by the receptionist, the retail assistant, the tele-agent, the delivery person, the credit controller or the departmental manager of the operation that you were dealing with? Far too many to count? This is because professional customer care is regarded as a token issue in most induction sessions for employees - and it is very rarely considered as a key priority to ensure customer commitment is secure and supplier/partnerships are robust. Yet the hugely expensive churn in customer/client commitments and staff is enormously expensive and immensely disruptive to any organisation. The Importance of Customers and Clients Every client/customer engaging person needs to recognise that it is ultimately the client or customer that pays their wages. If they gain a basic understanding of the clients' motivations and behaviours, coupled with some core skills in how to care for them, they will attain the status of 'professional'. This will very quickly translate into increased revenues, retained loyalty, high commitment and far greater security for all parties. The foundation has to be based on the authentic commitment to both the customer and also to the organisation they work for. Disenfranchisement readily curdles into sloppy behaviours cloaked in unprofessional attitudes and demeanours; plenty there to repel the most loyal of customers. If your company or organisation relies on repeat business and retaining the confidence and commitment of your clients, then all of your team members - perhaps including managers who set the example and have the biggest influence on the where the needle points to in relation to professionalism - need to be trained on the core basics of professional customer care. Customer Care Programmes from Dickson Training Ltd We are delighted to boast about the many successes we have had in providing effective and long lasting improvements for many clients, where awards have been won and, more importantly, talent has been retained because their clients and customers keep on coming back. Professional customer care extends to suppliers and partners that you value and need to get the best service and rates from, as well as any 'internal clients' such as other departments where you need to rely on their support and collaboration in order to achieve your goals. It is amazing what effective professional customer care training can do for any organisation. Without it your organisation may be vulnerable, with it you are much more likely to see increased performances and much greater security and growth. Scheduled Courses Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.