2203 Success courses delivered Live Online

Front-line communication plays a vital role in shaping the public perception of every organisation. This course is designed to help delegates organise their ideas and communicate clearly and effectively through email. By improving written communication skills, delegates will become more concise, communicate with conviction, and foster meaningful dialogue with their audience. These skills are essential for professionals who interact with the public, as improved communication leads to greater internal and external customer satisfaction. Delegates will learn how to: Write clearly and professionally, enhancing public perception of expertise Communicate more efficiently in writing, reducing wasted time and increasing profitability Craft concise, rapport-building messages for internal and external customers, fostering productivity and a positive workplace environment Topics Covered: Benefits of using email Determining the purpose of an email Steps to take before writing Inflection in written messages Effects of instant messaging and text messaging on communication Basic email structure and planning Writing effective subject lines Paragraph structure and organisation Including relevant details and summarising problems effectively Proper use of CC and BCC fields Why typing in all caps is considered shouting! Proofreading techniques This Email Etiquette course is a 90-minute interactive virtual session. Upon registration, delegates will receive online login instructions prior to the class date. This format allows delegates to enhance their skills conveniently from their home or office while improving their professional communication abilities.

Effective Negotiation Skills for Business Success: In-House Training Become skillful at dealing with unworkable differences - situations where there appears to be no acceptable compromise or acceptable solution. This interactive workshop shows you how to work towards agreements where all parties are satisfied that they have reached a wise outcome efficiently, and where they can come back to the table in the future because the relationship is intact. You will have the opportunity to re-visit a difficult / challenging negotiation that you experienced in the past as well as take part in progressively more challenging case studies that are tailored to the work you do. You will enhance your personal and professional life with powerful new negotiating skills. The goal of this workshop is to improve your negotiation skills by helping you to identify your own preferred negotiation style and strategies, and to learn about the need to plan for any upcoming negotiation. The workshop is also designed for you to experience typical negotiation situations at certain key points of the life cycle of a project, enabling you to develop an awareness of your effectiveness during negotiations at these stages. The majority of time is spent on practicing newly presented negotiation techniques and receiving feedback on application for further development and improvement. What you will Learn At the end of this program, you will be able to: Identify your preferred negotiation style and strategies Examine the Principled Negotiation Model Adapt your negotiation strategy to the progress of the negotiation Experience typical negotiation situations during the life cycle of a project Develop an awareness of your effectiveness during negotiations Improve your negotiation skills Negotiation Model Negotiation defined Negotiation phases Common approaches to negotiating Principled Negotiating Principled negotiation and the four rules Best alternative to a negotiated agreement Project Negotiation Simulation: Part 1 and Part 2 Project Negotiation Simulation: Part 1 Project Negotiation Simulation: Part 2 Negotiating Cases Negotiating cases

The qualification is designed for learners who have responsibility for promoting health choices within the workplace, or who would like to get involved in championing workplace health. This level 2 course is delivered online across two sessions, both must be attended in order to achieve the qualification. Session 1: Introduction The importance of workplace health to employers and their employees The role of a Workplace Health Champion Factors affecting physical and mental health Session 2: Recap Key behaviour change principles The need to safeguard adults as a Workplace Health Champion Key elements involved in planning and preparing for a sport of physical activity session How to measure the success of a sport or physical activity session Tutor discussion / competence of qualification.

If you want your employees to improve their customer service skills and deliver an amazing experience to your customers, feel free to check out my Training course focusing on the core values of customer service.

LEARN ABOUT BEHAVIORAL VS. TRADITIONAL INTERVIEWING, AND HOW TO INCORPORATE AND DEVELOP INTERVIEWING SKILLS TO ENSURE THAT YOU FIND THE RIGHT CANDIDATE FOR THE JOB. Behavioral Interviewing means asking candidates questions that will help you to discover how the interviewee acted in specific employment-related situations. Because past performance is a good indicator of how someone will act in the future, this style of interviewing is extremely useful, and the method of choice for recruiting teams. In this session, you will learn about behavioral vs. traditional interviewing, and how you can incorporate and develop your interviewing skills to ensure that you have the right candidate for the job. OBJECTIVES Participants will be able to: Build a consistent framework and process to ensure an unbiased candidate experience; Choose job specifications and determine how success will be measured (skills); Identify characteristics and qualities that will support the required skills; Prepare questions to elicit descriptions of behaviors, attitudes, and skills necessary for the job; Review legal and appropriate interviewing etiquette/guidelines, including social media research; Screen candidates, using resumes and phone interviews; and Conduct successful role-play Behavioral Interviews in class. CLASSES WILL INCLUDE: Workbooks for future reference and study. Workshop / role play with actual interview scenarios to assist in internalizing data. Time for individual questions and concerns to aid in personalizing tactics. Online Format—Behavioral Interviewing is a 4-hour interactive online class for up to six people. Register for this class and you will be sent ONLINE login instructions prior to the class date. Rich has an engaging presentation style. The New Mexico chapter of the International Society for Performance Improvement (NMISPI) gave high marks to his interactive and lively Improving Customer Service workshop. There were opportunities to share ideas and analyze different techniques, and 87% of attendees said that they would recommend this workshop to others. Ildiko OraveczNew Mexico International Society for Performance Improvement

If you want your employees to improve their customer service skills and deliver an amazing experience to your customers, feel free to check out my Training course focusing on telephone etiquettes, communication and behaviours.

Customer service just isn’t enough. Customer experience is where the secret to success lies. Build a loyal and fruitful customer base by learning how to design frictionless processes and build empathetic and solution-focused services with our bespoke courses, which include: Customer service vs customer experience The changing nature of customers and how to stay ahead Customer needs vs customer expectations How our behaviour affects those around us and how to use the power of influence Communicating with customers positively and effectively Moments that matter Building trust and integrity What to do when things go wrong

In this webinar, we will explore the power of customer reviews and how they can significantly impact your reputation and attract more customers to your business. Join us as we delve into the strategies and best practices for leveraging reviews to enhance your online presence and ultimately drive growth. Whether you're a small business owner, a marketer, or a customer service professional, this webinar will provide you with valuable insights and actionable tips to optimise your review management approach.

Duration 1 Days 6 CPD hours This course is intended for This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits. Overview In this course, you will develop the skills to coach for results. You will:  Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel. Identify the major trends in customer service today and the combination of criteria required for customer satisfaction. Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions. Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers. Identify remote customer service communication channels and apply remote customer service best practices. Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues. Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation. As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions.Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company?s bottom line and make a customer?s life a little easier. Understanding Customer Service Describe Customer Service Benefits Recognize the Importance of Internal Customer Service Identify How Customer Service Benefits You Excel with Customer Service Identifying How Customers Define the Success of Your Company Recognize Trends in Customer Service Identify Criteria for Customer Satisfaction Increasing Customer Satisfaction Identify Characteristics of the Personal Touch Create Lasting Positive Impressions on Your Customers Providing Face-to-Face Customer Service Identify Categories of Face-to-Face Contact Understand the Critical Success Factors in Face-to-Face Customer Service Identify the Characteristics of Active Listening Providing Remote Customer Service Identify Remote Customer Service Communication Channels Apply Remote Customer Service Best Practices Engaging Difficult Customers Serve Difficult Customers Manage Angry Customers Deal with Difficult or Unhelpful Colleagues Increasing Customer Loyalty Optimize Moments of Truth Recognize the Value of Customer Complaints Identify the Stages of the Service Recovery Process

Communication is the essence of leadership. This programme is the flagship of our leadership courses, focusing on creating a culture of positive interaction and clear, respectful exchanges whilst maintaining high-performance productivity, ownership, and innovation. Prior to the learning session, delegates complete the TruTalent™ Learning & Productivity (TTL & P), a 20-minute online survey assessing individual productivity preferences and learning styles. This assessment identifies work and learning preferences across 4 styles and 12 environmental and mindset preferences. These elements significantly influence how individuals achieve and perform in work-based learning environments. They also affect how people concentrate, make decisions, solve problems, process information, approach and complete tasks, retain new and complex information, develop new skills, and interact with others. Throughout the course, delegates will learn how to: Utilise the TruTalent™ Learning & Productivity assessment to increase productivity and maximise performance Set meaningful professional goals and celebrate success for incremental progress towards achievement Inspire innovation within teams to increase ownership and accountability Empower employees and increase engagement through effective, positive feedback Focus on positivity, setting an example for others that the organisation embraces a "yes" and solutions-oriented approach Improve spoken and written communications, creating an authoritative image of expertise This Leadership Skills course is a 4-hour interactive virtual class. Upon registration, delegates will receive online login instructions prior to the class date. This format allows for a collaborative learning experience from the comfort of one's own home or office, enabling leaders to enhance their skills and drive organisational success.