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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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Are you ready to explore the art of needle felting? This course is the perfect opportunity to dive into a creative and fulfilling hobby that allows you to transform wool into beautiful, textured designs. Whether you're interested in crafting unique ornaments, decorative pieces, or creating tiny wool sculptures, needle felting provides a wonderful outlet for your imagination. With step-by-step instructions and easy-to-follow lessons, you’ll soon master this fun, relaxing art form. In this course, you’ll learn all the essential techniques to start felting with confidence. From basic needles to understanding different types of wool, we’ll guide you through every aspect of the process. You'll discover how to manipulate fibres to create detailed patterns and textures, giving you the skills to create stunning works of art. No prior experience is needed, making this an excellent choice for anyone looking to try their hand at something new and creative. So, grab your felting needles and wool, and let’s get started on this enjoyable and rewarding journey into the world of needle felting! Key Features CPD Accredited FREE PDF + Hardcopy certificate Fully online, interactive course Self-paced learning and laptop, tablet and smartphone-friendly 24/7 Learning Assistance Discounts on bulk purchases Course Curriculum Module 01: Introduction to Needle Felting Module 02: Needle Felting Tools and Materials Module 03: Basic Needle Felting Techniques Module 04: Advanced Techniques Module 05: Animal Sculptures and Figurines Module 06: Needle Felted Animals Module 07: Other Needle Felted Items Learning Outcomes: Develop a solid foundation in needle felting techniques. Identify and proficiently use essential needle felting tools and materials. Execute basic and advanced needle felting techniques with precision. Create lifelike animal sculptures and figurines through expert guidance. Produce charming needle-felted animals, showcasing advanced crafting skills. Diversify your expertise by crafting various needle-felted items. Accreditation This course is CPD Quality Standards (CPD QS) accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field. Certificate After completing this course, you will get a FREE Digital Certificate from Training Express. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Craft enthusiasts seeking a new artistic venture. Artisans aiming to enhance their needle felting proficiency. Individuals eager to explore the world of three-dimensional crafting. Hobbyists desiring a therapeutic and creative outlet. Beginners interested in learning needle felting from scratch. Skilled crafters looking to refine and expand their repertoire. Those passionate about creating lifelike animal sculptures. Individuals seeking a fulfilling and engaging crafting experience. Career path Freelance Needle Felting Artisan Art and Craft Workshop Facilitator Specialized Craft Store Assistant Artisanal Gift Shop Owner Online Handmade Craft Retailer Craft Blog Content Creator Certificates Digital certificate Digital certificate - Included Once you've successfully completed your course, you will immediately be sent a FREE digital certificate. Hard copy certificate Hard copy certificate - Included Also, you can have your FREE printed certificate delivered by post (shipping cost £3.99 in the UK). For all international addresses outside of the United Kingdom, the delivery fee for a hardcopy certificate will be only £10. Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

Flour, sugar, and a pinch of creativity – that’s where the magic begins. Whether you're a fan of piping buttercream swirls or curious about mastering the perfect sponge, our Baking & Cake Decorating course is your go-to guide for levelling up your skills from the comfort of your own kitchen. Designed to be enjoyed step-by-step, this course is packed with tips and techniques for baking crowd-pleasers and decorating them like a pro – all without the stress of guesswork or soggy bottoms. You’ll explore everything from essential baking methods to elegant finishing touches that make cakes Instagram-worthy and celebration-ready. The course is structured to give you confidence at each stage – whether you're whisking, folding, icing, or rolling fondant with flair. No confusing jargon or fuss – just clear guidance, clever tricks, and sweet success waiting at every turn. If baking makes you happy and cake makes you smile, this course is ready when you are. Key Features of the Baking & Cake Decorating Course : Instant e-certificate and hard copy dispatch by next working day Fully online, interactive course with audio voiceover Developed by professionals in the field Self-paced learning and laptop, tablet, smartphone-friendly 24/7 Learning Assistance Discounts on bulk purchases *** Additional Gifts *** Free Life coaching Course *** (Offer Ends Soon) *** Course Curriculum The detailed curriculum outline of our Baking & Cake Decorating course is as follows: ***Baking & Cake Decorating*** Module 01: Basic Concepts of Baking Module 02: Basic Ingredients of Baking Module 03: Glossary and Equipment Used in Baking Module 04: Types of Cakes Module 06: Baking Principles Module 06: Baking Principles Module 07: Cake Decorating Recipes Module 08: Cake Decorating Ideas Module 09: Frosting and Icing Module 10: Working with Different Pastes Module 11: Working with Glazes Module 12: How to Stack a Cake Module 13: Piping and Writing Module 14: Health, Safety and Food Hygiene Module 15: Troubleshooting Module 16: Cake Decorating Business Accreditation All of our courses, including this Baking & Cake Decorating course, are fully CPD QS accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field. Certification Once you've successfully completed your Baking & Cake Decorating course, you will immediately be sent a digital certificate. Also, you can have your printed certificate delivered by post (shipping cost £3.99). Our certifications have no expiry dates, although we do recommend that you renew them every 12 months. Assessment At the end of the course, there will be an online assessment, which you will need to pass to complete the course. Answers are marked instantly and automatically, allowing you to know straight away whether you have passed. If you haven't, there's no limit on the number of times you can take the final exam. All this is included in the one-time fee you paid for the course itself. CPD 10 CPD hours / points Accredited by The CPD Quality Standards Who is this course for? Anyone with a knack for learning new skills can take this Baking & Cake Decorating course. While this comprehensive training is popular for preparing people for job opportunities in the relevant fields, it also helps to advance your career for promotions. Certificates Certificate of completion Digital certificate - Included Certificate of completion Hard copy certificate - Included You will get the hard copy certificates for Free! The delivery charge of the hard copy certificate inside the UK is £3.99 each.

The Brainspotting: Process and Trauma Treatment Course offers a deep dive into an innovative therapeutic technique, focusing on how it can effectively address trauma and emotional pain. This method integrates the power of focused eye positions to activate the brain’s healing mechanisms, providing an invaluable tool for mental health professionals. This course equips you with the understanding of how trauma impacts the brain and how to use Brainspotting to help clients access and process deep-seated emotions. It’s a structured approach to unearthing the root causes of emotional distress and fostering long-lasting healing. Designed for those interested in understanding the complexities of trauma treatment, this course breaks down the process step by step. You’ll learn how Brainspotting can be seamlessly integrated into various therapeutic settings, enhancing your ability to support clients through their emotional challenges. Whether you're new to trauma-focused therapies or seeking to expand your knowledge, this course provides a clear path to mastering a technique that has already transformed countless lives. Take this opportunity to refine your skills in a highly effective, evidence-based therapy. Key Features: The key features of Brainspotting: Process and Trauma Treatment course This Brainspotting: Process and Trauma Treatment Couse is CPD Accredited. FREE PDF + Hardcopy certificate Fully online, interactive course Self-paced learning and laptop, tablet and smartphone-friendly 24/7 Learning Assistance Discounts on bulk purchases Course Curriculum: The course curriculum of Brainspotting: Process and Trauma Treatment course Module 01: Introduction to Brainspotting Module 02: The Brainspotting Process Module 03: Brainspotting Techniques Module 04: Integrating Brainspotting with Other Modalities Module 05: Applications of Brainspotting Module 06: Brainspotting in Diverse Populations Module 07: Ethical Considerations and Professional Development Learning Outcomes of Brainspotting: Process and Trauma Treatment Course: Uncover foundations of Trauma, grasping its pivotal introductory elements and principles. Navigate the Brainspotting process, mastering its application in trauma treatment scenarios. Acquire proficiency in Brainspotting and Trauma Treatment techniques, honing skills for precision in therapeutic sessions. Explore seamless integration, linking Brainspotting and Trauma Treatment with diverse therapeutic modalities for comprehensive treatment. Identify broad applications of Brainspotting and Trauma Treatment, unveiling its potential in varied clinical settings. Engage in ethical considerations, fostering professional growth and integrity in practice. Accreditation This Brainspotting: Process and Trauma Treatment course is CPD Quality Standards (CPD QS) accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field. Certificate After completing this Brainspotting: Process and Trauma Treatment course, you will get a FREE Digital Certificate from Training Express. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Therapists seeking advanced trauma treatment techniques for diverse client populations. Counsellors aspiring to enhance their skills in trauma-focused therapeutic interventions. Mental health professionals aiming to integrate Brainspotting into their clinical repertoire. Psychologists desiring a comprehensive understanding of trauma treatment modalities. Healthcare practitioners dedicated to ethical considerations in trauma-focused therapy. Career path Trauma Specialist Counsellor Clinical Psychologist Psychotherapist in Mental Health Institutions Rehabilitation Counsellor in Trauma Therapy Clinical Supervisor in Trauma Therapy Mental Health Researcher in Trauma Interventions Certificates Digital certificate Digital certificate - Included Once you've successfully completed your course, you will immediately be sent a FREE digital certificate. Hard copy certificate Hard copy certificate - Included Also, you can have your FREE printed certificate delivered by post (shipping cost £3.99 in the UK). For all international addresses outside of the United Kingdom, the delivery fee for a hardcopy certificate will be only £10. Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

Are you ready to dive into the captivating world of ceramic arts? Whether you're a beginner eager to explore or someone looking to refine your skills, the Ceramic Arts Fundamentals Course is the perfect way to ignite your creative spark. This course offers a complete introduction to ceramic techniques, from shaping and moulding to glazing and firing, all from the comfort of your own space. With clear, step-by-step guidance, you'll learn the core principles that form the foundation of this timeless craft. Through this course, you’ll gain a deeper understanding of various clay types, tools, and methods, enabling you to create stunning ceramic pieces. No prior experience is required—just a passion for learning and an interest in the craft. Designed for those who prefer learning at their own pace, the course provides all the insights needed to develop your skills and confidence. Whether you're looking to create functional pieces or artistic sculptures, the Ceramic Arts Fundamentals Course will help you unleash your creativity, one masterpiece at a time. Join us today and bring your vision to life, as you explore the endless possibilities that ceramic art has to offer. Key Features CPD Accredited FREE PDF + Hardcopy certificate Fully online, interactive course Self-paced learning and laptop, tablet and smartphone-friendly 24/7 Learning Assistance Discounts on bulk purchases Course Curriculum Module 1: Introduction to Ceramic Arts Module 2: Ceramic Techniques and Processes Module 3: Clay and Glaze Chemistry Module 4: Ceramic Sculpture Module 5: Surface Decoration and Finishing Module 6: Kiln Firing and Ceramic Studio Practices Learning Outcomes: Develop foundational knowledge in Ceramic Arts techniques. Understand the intricacies of clay and glaze chemistry for optimal results. Master the art of sculpting clay into captivating, meaningful forms. Acquire skills in surface decoration and finishing for artistic finesse. Navigate kiln firing processes with precision and confidence. Establish effective studio practices for a seamless creative workflow. Accreditation This course is CPD Quality Standards (CPD QS) accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field. Certificate After completing this course, you will get a FREE Digital Certificate from Training Express. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Aspiring ceramic artists seeking foundational skills. Art enthusiasts eager to explore the world of ceramics. Creative individuals looking to express themselves through pottery. Students with a passion for sculptural arts and crafts. Hobbyists desiring a deeper understanding of ceramic processes. Individuals with a curiosity for clay and glaze chemistry. Beginners seeking a comprehensive introduction to Ceramic Arts. Those yearning to unleash their artistic potential through ceramics. Career path Ceramic Artist Pottery Instructor Studio Technician Ceramic Product Designer Exhibition Curator Craft Shop Manager Certificates Digital certificate Digital certificate - Included Once you've successfully completed your course, you will immediately be sent a FREE digital certificate. Hard copy certificate Hard copy certificate - Included Also, you can have your FREE printed certificate delivered by post (shipping cost £3.99 in the UK). For all international addresses outside of the United Kingdom, the delivery fee for a hardcopy certificate will be only £10. Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

Floral Design and Arrangement Course Overview Do you have an eye for beauty and a love for nature? Our Floral Design and Arrangement Course offers an exciting opportunity to dive into the world of floristry, from the basics to more advanced techniques. Whether you're looking to brighten up your home or start a new creative venture, this course gives you the chance to master the art of flower arranging. With step-by-step guidance, you’ll explore various styles and design principles, creating stunning floral displays for any occasion. Throughout the course, you'll discover how to choose the right flowers, pair them beautifully, and put together arrangements that are visually striking. The course covers everything from traditional to modern design, helping you to refine your skills and develop your own personal style. By the end, you’ll be able to create flower arrangements that express your creativity and suit any setting. It's the perfect way to bring nature's beauty into your life – no experience required, just a passion for flowers. Key Features CPD Accredited FREE PDF + Hardcopy certificate Fully online, interactive course Self-paced learning and laptop, tablet and smartphone-friendly 24/7 Learning Assistance Discounts on bulk purchases Course Curriculum Module 1: Introduction to Floral Design Module 2: Principles of Design Module 3: Colour Theory and Flower Selection Module 4: Traditional Floral Arrangements Module 5: Modern and Contemporary Floral Design Module 6: Event and Occasion-Based Arrangements Module 7: Sympathy and Funeral Floral Arrangements Module 8: Seasonal and Holiday Designs Module 9: Techniques for Floral Arrangement Learning Outcomes Master the principles of floral design for stunning arrangements. Demonstrate proficiency in colour theory for impactful flower selection. Craft traditional and modern floral designs with artistic flair. Create event-specific arrangements tailored to diverse occasions. Develop expertise in sympathy and funeral floral arrangements. Showcase seasonal and holiday-themed designs with creative finesse. Accreditation This course is CPD Quality Standards (CPD QS) accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field. Certificate After completing this course, you will get a FREE Digital Certificate from Training Express. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Enthusiasts eager to explore floral design as a creative outlet. Individuals considering a career shift into the world of floral art. Creative minds seeking to master the principles of floral arrangement. Those interested in designing flower arrangements for various events. Individuals wanting to enhance their skills in seasonal and holiday designs. Anyone aspiring to craft thoughtful sympathy and funeral arrangements. Beginners keen to learn the art of floral design from the ground up. Those seeking a transformative journey into the world of flower arrangements. Career path Floral Designer Event Florist Wedding Florist Funeral Arrangement Specialist Seasonal Floral Decorator Holiday Design Consultant Certificates Digital certificate Digital certificate - Included Once you've successfully completed your course, you will immediately be sent a FREE digital certificate. Hard copy certificate Hard copy certificate - Included Also, you can have your FREE printed certificate delivered by post (shipping cost £3.99 in the UK). For all international addresses outside of the United Kingdom, the delivery fee for a hardcopy certificate will be only £10. Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

The Environmental Impact Assessment Basics Course offers a clear and practical understanding of how environmental impacts are assessed in various projects. By diving into the principles behind Environmental Impact Assessments (EIAs), this course provides a strong foundation for those looking to understand the significance of protecting our natural surroundings while ensuring sustainable development. EIAs play a crucial role in identifying potential effects on the environment and offer ways to mitigate those risks. Whether you're considering a career in environmental management or simply want to improve your knowledge in this area, this course serves as a solid entry point. Understanding the key processes involved in an Environmental Impact Assessment is essential for anyone working in or around planning, construction, and policy-making. This course breaks down the step-by-step procedures, from scoping the project to producing the final report. It provides insights into how organisations can balance development needs with the protection of the environment, and why this is critical for future generations. Learn to evaluate environmental risks, gain an understanding of legal and regulatory frameworks, and discover the tools and methodologies used in the process. This course will leave you equipped with the basics you need to start navigating the world of Environmental Impact Assessments with confidence. Key Features of Environmental Impact Assessment Basics Course: CPD Accredited FREE PDF + Hardcopy certificate Fully online, interactive course Self-paced learning and laptop, tablet and smartphone-friendly 24/7 Learning Assistance Discounts on bulk purchases Course Curriculum Module 01: Introduction to Environmental Impact Assessment (EIA) Module 02: Legal and Regulatory Framework for EIA Module 03: EIA Process and Methodologies Module 04: Impact Analysis and Mitigation Strategies Module 05: Stakeholder Engagement and Public Participation Module 06: Conducting an Environmental Impact Assessment Module 07: Environmental Management Program Module 08: EIA Documentation, Monitoring, and Case Studies Learning Outcomes of Environmental Impact Assessment Basics Course: Analyze EIA foundations for comprehensive environmental understanding. Navigate the legal intricacies shaping EIA processes and obligations. Apply diverse methodologies in the meticulous execution of EIA procedures. Develop proficiency in assessing environmental impacts and devising effective mitigation. Foster adeptness in stakeholder engagement, ensuring public involvement and collaboration. Master the hands-on practice of conducting an encompassing Environmental Impact Assessment. Accreditation This Environmental Impact Assessment Basics course is CPD Quality Standards (CPD QS) accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field. Certificate After completing this Environmental Impact Assessment Basics course, you will get a FREE Digital Certificate from Training Express. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Environmentalists seeking a foundational grasp of assessment principles. Policy analysts aiming to understand the legal facets of environmental impact. Researchers desiring proficiency in EIA methodologies and analytical strategies. Community advocates and planners engaging in public participation initiatives. Government officials and project managers involved in environmental decision-making. Career path Environmental Policy Analyst Sustainability Consultant Project Environmental Manager Regulatory Compliance Specialist Public Engagement Coordinator Environmental Impact Researcher Certificates Digital certificate Digital certificate - Included Once you've successfully completed your course, you will immediately be sent a FREE digital certificate. Hard copy certificate Hard copy certificate - Included Also, you can have your FREE printed certificate delivered by post (shipping cost £3.99 in the UK). For all international addresses outside of the United Kingdom, the delivery fee for a hardcopy certificate will be only £10. Our certifications have no expiry dates, although we do recommend that you renew them every 12 months.

Every Wednesday at 16:15 – 17:30 Step into the captivating realm of the RAD Grade 2 ballet program at M&L School of Performing Arts, where the essential elements of ballet and character dance unfold within a curriculum that treasures the harmony of emotion and technique. This singular grade is a meticulously designed chapter in the ballet journey, offering young dancers the opportunity to revel in the dynamic blend of grace and strength that ballet commands. Nestled within a musical panorama that crosses centuries of dance heritage, our Grade 2 classes beckon students to dive deeper into the artistry of ballet and character dance. This grade serves as a pivotal moment, building upon the joy of movement discovered in earlier levels and encouraging a richer, more nuanced expression of ballet’s technical facets. Here, students are guided to explore their dance potential more fully, expressing themselves with renewed confidence and precision. Grade 2 in the RAD curriculum marks a delightful expansion in the breadth of character dance, presenting students with the chance to explore beyond the foundational steps and into a world rich with cultural diversity and expressive storytelling. The focus on character dance at this level enriches students’ understanding and appreciation of dance’s global tapestry, fostering a versatile approach to ballet that values both tradition and innovation. Why Choose RAD Grade 2 Ballet Lessons for Your Child? Holistic Physical Development: Focused on enhancing flexibility, strength, and coordination, Grade 2 ballet fine-tunes the physical attributes essential for dance. Boost in Self-Expression and Confidence: This grade empowers children to express complex emotions and stories through dance, nurturing a profound sense of self-confidence. Sharpened Discipline and Focus: The precise learning structure of Grade 2 ballet hones discipline, cultivates meticulous attention to detail, and strengthens concentration. Enriched Musical Appreciation: Grade 2 introduces students to an expanded array of musical styles, deepening their rhythmical understanding and appreciation for dance music’s diverse expressions. Joy and Fulfillment in Movement: Emphasizing the pleasure found in each step, leap, and turn, our curriculum encourages students to experience the genuine joy of dance. Social and Teamwork Skills: Ballet classes at this level offer a nurturing environment for developing friendships, learning about teamwork, and enhancing social skills through cooperative performances. Cultural Engagement and Awareness: Exploring character dances introduces students to a broader spectrum of the world’s dance heritage, enriching their cultural perspective and appreciation. Enhanced Coordination and Posture: Ballet at Grade 2 continues to improve overall body coordination and promotes the maintenance of good posture, contributing to a healthy and balanced lifestyle. Development of Important Life Skills: The discipline and perseverance learned through ballet are invaluable, teaching children time management and resilience in the face of challenges. Foundation for Future Learning: Laying a solid foundation for further ballet studies, Grade 2 enriches cognitive abilities and prepares students for the next steps in their dance education. Why M&L School of Performing Arts Is Uniquely Suited for Grade 2 Ballet: Choosing M&L School of Performing Arts for Grade 2 ballet means entering a world where passion for dance and music transforms into a tangible journey of growth and discovery. Inspired by our own experiences and fueled by a deep commitment to dance education, we offer a space where young dancers flourish under the guidance of RAD-certified instructors. Here, your child will not only advance in ballet but will also develop a deep-seated love for the arts, nurtured within a community that values creativity, discipline, and artistic integrity. Enroll your child in the RAD Grade 2 ballet program at M&L School of Performing Arts, and witness their transformation into a more confident, expressive, and technically proficient dancer. Join our family, where every class is a step toward cultivating passionate, skilled artists ready to embrace the vast world of dance. Book first lesson here: https://mandlschoolofperformingarts.com/book-first-lesson/