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772 Resilience courses in Potters Bar delivered On Demand
Why Emotional Intelligence is Important for Project Managers
By IIL Europe Ltd
Why Emotional Intelligence is Important for Project Managers
Dealing with Angry or Rude Customers
By Ideas Into Action
Dealing with Angry or Rude Customers Course Description Copyright Ross Maynard 2021 Course Description If you work in customer service in any way, then, from time to time, you are going to have to deal with angry or rude customers. This course will help you manage those stressful situations and support the customer as best you can. Anger is a normal and relatively common emotion caused by a perceived hurt or provocation. In some cases a customer’s anger or rude behaviour may be driven by the failings of your organisation or its products and services. In other cases, the problem may be outside your control but you still have to deal with the impact. In this course we look at anger in a customer service situation and how to deal with it. We review the nature and causes of anger; we look at how poor customer service can cause anger and what you can do to prepare your organisation to deal with anger. We cover the warning signs for anger and present a 12 step approach to dealing with an angry customer. We cover questions and short scripts that can help you start a discussion with an angry customer, and we consider why customers might be rude. Finally we look at managing the stress of dealing with an angry customer and finish the course with a review of the key learning points. I hope you find the course helpful. Key Learning Points On completion of the course, delegates will be able to: Understand the nature and causes of anger as an emotion. Consider their objectives when dealing with an angry customer. Help prepare their organisation for dealing with angry customers. Identify appropriate customer service metrics Work through a series of steps to deal with an angry customer. Use questions and short scripts to try to help a customer bring their anger under control . Consider why a customer might be rude, and how to deal with that rudeness. Understand how to manage the stress of dealing with angry or rude customers. Curriculum L1: Anger as an Emotion L2: Your Objectives when Dealing with Anger L3: Poor Customer Service L4: Preparing your Organisation L5: Warning Signs and What Not to Do L6: The 12 Steps to Dealing with Anger L7: Example Scripts for Angry Customers L8: Dealing with Rude Customers L9: Dealing with Stress, and Key Learning Points Pre-Course Requirements There are no pre-course requirements Additional Resources Copy of customer behaviour policy Course Tutor Your tutor is Ross Maynard. Ross is a Fellow of the Chartered Institute of Management Accountants in the UK and has 30 years’ experience as a process improvement consultant specialising in business processes and organisation development. Ross is also a professional author of online training courses. Ross lives in Scotland with his wife, daughter and Cocker Spaniel
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Show all 938Business Resilience Fundamentals
By IIL Europe Ltd
In our VUCA (Volatile, Uncertain, Complex, Ambiguous) world, organizational resilience is key to adapting, surviving, and thriving. The world is experiencing a level of disruption and business risk not seen in generations. Some companies freeze and fail, while others innovate, advance, and even thrive. The difference is resilience. As crises become more frequent, the ability to thrive in crises is now essential. The Oxford English Dictionary defines resilience - in an organizational context - as 'the capacity to recover quickly from difficulties'. A resilient business is one which is capable not of just withstanding shocks and disruptions in the business environment, but also capable of adapting to and taking advantage of them. It is more than simply bouncing back after a crisis or being an agile organization. Business Resilience Fundamentals training and supporting certification are underpinned by the publication BUSINESS RESILIENCE: A practical guide to sustained progress delivered at pace. It provides a cohesive, practical guide to building business resilience, enabling leaders to implement an effective framework in an inclusive and sustainable way. Participants will be guided on implementing and adapting a range of tools to build and enhance organizational resilience. This course will help participants to ensure their organization is better prepared for the next crisis and to anticipate fluctuations in the business environment to take advantage.
Developing Personal Resilience as a Leader
By Mpi Learning - Professional Learning And Development Provider
Resilience is the ability to take the challenges and changes of life in your stride and say yes to the opportunities that excite you.
Level 3 & 4 Resilience : Resilience Training
By Imperial Academy
Level 4 QLS Endorsed Course with FREE Certificate | CPD & CiQ Accredited | 120CPD Points | Lifetime Access
Resilience Masterclass
By Course Cloud
Course Overview Do you struggle to pick yourself up after a setback? Are you someone who crumbles when confronted with a crisis? The Resilience Masterclass course will teach you how to train your brain to develop unshakeable resilience. It will equip you with the skills and techniques to overcome adversity, deal with obstacles and challenges, and even thrive under pressured situations. You'll learn about the power of mental toughness, and how it can help you to thrive in difficult times. What's more, it includes top tips for parents on how to boost children's resilience, to bring them up to be strong and independent individuals. This course is open to anyone who is working on their self-development and needs professional guidance to steer them down the right path. It is also ideal for aspiring coaches and mentors. This best selling Resilience Masterclass has been developed by industry professionals and has already been completed by hundreds of satisfied students. This in-depth Resilience Masterclass is suitable for anyone who wants to build their professional skill set and improve their expert knowledge. The Resilience Masterclass is CPD-accredited, so you can be confident you're completing a quality training course will boost your CV and enhance your career potential. The Resilience Masterclass is made up of several information-packed modules which break down each topic into bite-sized chunks to ensure you understand and retain everything you learn. After successfully completing the Resilience Masterclass, you will be awarded a certificate of completion as proof of your new skills. If you are looking to pursue a new career and want to build your professional skills to excel in your chosen field, the certificate of completion from the Resilience Masterclass will help you stand out from the crowd. You can also validate your certification on our website. We know that you are busy and that time is precious, so we have designed the Resilience Masterclass to be completed at your own pace, whether that's part-time or full-time. Get full course access upon registration and access the course materials from anywhere in the world, at any time, from any internet-enabled device. Our experienced tutors are here to support you through the entire learning process and answer any queries you may have via email.
Personal Resilience
By Underscore Group
Enhance your ability to apply a range of techniques and tools to help improve management of emotions under stress, make more effective decisions in difficult scenarios and manage your energy more effectively in stressful situations.
Understand and cultivate the fundamental aspects that contribute to an individual's ability to bounce back from adversity and thrive in the face of challenges. These pillars typically encompass key dimensions such as mental toughness, emotional intelligence, social support, adaptability, and purpose or meaning. Discover the critical importance of developing resilience across these dimensions to navigate life's inevitable ups and downs successfully. By focusing on strengthening each pillar through self-awareness, skill-building, and support networks, the goal is to empower individuals to weather setbacks, manage stress, and maintain well-being amidst adversity. Learning Objectives The following are some of the key outcomes in this course: Understand why resilience promotes positive outcomes, Five characteristics you can strengthen to become more resilient, Learn about the link between self-awareness and resilience, Explore solutions that can help you to develop both Target Audience Managers, Team Leaders, Young Professionals
MHFA England Refresher
By Mindmaps Wellbeing
Empower Mental Health First Aiders and Champions to maintain their skills with regular Refresher training. Just like physical first aid, we recommend that you refresh your skills every two to three years. (Certificate expires after 3 years). If it's time to update your skills, book onto an MHFA Refresher course now and feel confident that you are performing your vital role safely.
Basic Strength Resilience & Drive
By Course Cloud
Course Overview Strength, resilience and drive are fundamental to personal and professional development. In the Basic Strength Resilience & Drive training course, you will explore the different ways to strengthen your resilience and develop the mindset to reach your life and career goals. It introduces expert strategies for building grit and resilience in the workplace, with real-life examples. If you lack confidence and drive in your professional or personal life, and need expert guidance to achieve a winning mindset, then this course will equip you with the skills to take your strength and resilience to the next level. Change your life today, and become a stronger, more fulfilled person! This best selling Basic Strength Resilience & Drive has been developed by industry professionals and has already been completed by hundreds of satisfied students. This in-depth Basic Strength Resilience & Drive is suitable for anyone who wants to build their professional skill set and improve their expert knowledge. The Basic Strength Resilience & Drive is CPD-accredited, so you can be confident you're completing a quality training course will boost your CV and enhance your career potential. The Basic Strength Resilience & Drive is made up of several information-packed modules which break down each topic into bite-sized chunks to ensure you understand and retain everything you learn. After successfully completing the Basic Strength Resilience & Drive, you will be awarded a certificate of completion as proof of your new skills. If you are looking to pursue a new career and want to build your professional skills to excel in your chosen field, the certificate of completion from the Basic Strength Resilience & Drive will help you stand out from the crowd. You can also validate your certification on our website. We know that you are busy and that time is precious, so we have designed the Basic Strength Resilience & Drive to be completed at your own pace, whether that's part-time or full-time. Get full course access upon registration and access the course materials from anywhere in the world, at any time, from any internet-enabled device. Our experienced tutors are here to support you through the entire learning process and answer any queries you may have via email.
Resilience Training Course
By Imperial Academy
Level 4 QLS Endorsed Course | CPD & CiQ Accredited | Audio Visual Training | Free PDF Certificate | Lifetime Access
