12362 Teaching & Training courses delivered Online

Many managers question the value of appraisal programmes and many line managers believe appraisals are unduly time-consuming and bureaucratic. Yet the appraisal is a vital starting point when it comes to managing performance effectively and it is vital that managers appreciate this. Handled well, the benefits of formal appraisals are enormous. This thoroughly practical workshop has been designed to give line managers the knowledge, skills and confidence to deliver a well-structured appraisal - even in the most challenging circumstances. This course will help participants: Appreciate the benefits of the appraisal process Assess standards of performance objectively Plan and prepare for appraisals effectively Conduct a well-structured appraisal meeting Acquire the essential skills required for effective appraisals Improve their ability to discuss difficult issues more confidently Identify training and development requirements Agree clear and measurable development objectives Complete essential paperwork Understand the need to facilitate continual informal dialogue between appraisals 1 Introduction and course objectives 2 The appraisal process The aim of the appraisal process Understanding the bigger picture - the appraisal process as part of the employee development process The benefits of the appraisal process Common pitfalls Five steps to an effective performance appraisal 3 Step 1 - Assessment Using job standards as the basis for objective assessment Assessment of previous objectives 4 Step 2 - Preparation Documentation required Data on each appraisee Planning the meeting 5 Step 3 - The meeting The skills of appraisal interviewing The structure of the appraisal interview Dealing with poor performance and difficult situations Taking notes and completing documentation 6 Step 4 - Planning ahead and objective setting Identifying action to improve performance and enhance skills Establishing relevant training needs Agreeing SMART performance objectives Formulating a personal development plan 7 Step 5 - Action after the interview Essential paperwork Follow-up and action required between appraisal interviews Continuing informal dialogue 8 Video case study Bullets 9 Conclusion Course review / discussion Preparation of action plans for building on the skills learnt Close

As technology continues to develop and increasingly interact with our daily lives, so must our sales techniques to ensure we're leveraging advances in how people do business to our advantage. It is essential for all salespeople to understand how to navigate the various tools at our disposal and grow their skills and confidence to put them into action in order to build a solid business pipeline. We have developed this programme to be practical, fun and interactive, whilst ensuring that participants will learn how to utilise new technology to their advantage, self-generate new business leads and opportunities, gain additional business and referrals from existing contacts, and save time and effort using proven business development skills. This course will help participants: Understand the 'organized persistence' model of sales prospecting Develop skills in using video, online and social media to generate interest Understand how to write effective sales and outreach emails and using online tools Develop techniques for effectively managing telephone appointments Learn ways to use LinkedIn for connecting with customers and prospects Develop networking skills and learn how to source and develop referrals and professional introductions 1 Key principles of smart sales prospecting Set your sales prospecting goals and objectives Elevator pitch, core messages and your value proposition Targeting and segmenting your market 'Organised persistence' using your CRM effectively 2 Setting appointments by telephone - planning and preparation Why calling still works and the best times to call Creating a call prompt sheet: Opening a call and taking control Giving a reason to meet Key questions to ask Overcoming the cold calling blues 3 Setting appointments by telephone - advanced skills Giving a reason to meet and 'selling the appointment' Key questions to ask that will create interest and motivation to meet Voice tone, power words, phrasing, pausing, responding Getting past gatekeepers and getting through 4 Using LinkedIn for research and follow-up Why LinkedIn matters and how to use it Finding new contacts, connecting and Inmailing Short-cuts and advanced skills 5 Email strategies that work Using AIDA and other templates for sales emails Using personalized video emails to create interest Vertical targeting emails, with examples Building awareness with an email chain

In this fast paced world of business, it is essential that the groups of people working together should work as a team. No one person can accomplish the challenging targets alone. Our online course will support you to teach your group of individuals in a Team Building event to become an even more efficient team. It is designed to create a real difference in the way you and your team approach the coming year's challenges together. You will be acquainted with team training basics and how to do problem-solving with the unit members. You will also be able to carry out personality assessments and learn empathetic listening. Lastly, You will benefit from this course by learning tips and techniques that will enhance your competence and confidence when managing, influencing and leading teams and individuals. Course Highlights HR Management: Employee Training is an award winning and the best selling course that has been given the CPD Certification & IAO accreditation. It is the most suitable course anyone looking to work in this or relevant sector. It is considered one of the perfect courses in the UK that can help students/learners to get familiar with the topic and gain necessary skills to perform well in this field. We have packed HR Management: Employee Training into 7 modules for teaching you everything you need to become successful in this profession. To provide you ease of access, this course is designed for both part-time and full-time students. You can become accredited in just 2 hours, 15 minutes and it is also possible to study at your own pace. We have experienced tutors who will help you throughout the comprehensive syllabus of this course and answer all your queries through email. For further clarification, you will be able to recognize your qualification by checking the validity from our dedicated website. Why You Should Choose HR Management: Employee Training Lifetime access to the course No hidden fees or exam charges CPD Accredited certification on successful completion Full Tutor support on weekdays (Monday - Friday) Efficient exam system, assessment and instant results Download Printable PDF certificate immediately after completion Obtain the original print copy of your certificate, dispatch the next working day for as little as £9. Improve your chance of gaining professional skills and better earning potential. Who is this Course for? HR Management: Employee Training is CPD certified and IAO accredited. This makes it perfect for anyone trying to learn potential professional skills. As there is no experience and qualification required for this course, it is available for all students from any academic backgrounds. Requirements Our HR Management: Employee Training is fully compatible with any kind of device. Whether you are using Windows computer, Mac, smartphones or tablets, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation. Career Path You will be ready to enter the relevant job market after completing this course. You will be able to gain necessary knowledge and skills required to succeed in this sector. All our Diplomas' are CPD and IAO accredited so you will be able to stand out in the crowd by adding our qualifications to your CV and Resume. Chapter-1 What Is Team Training 00:15:00 Chapter-2 Identifying The Problem And Solving 00:15:00 Chapter-3 Personality Assessments 00:30:00 Chapter-4 Sensitive Listening 00:15:00 Chapter-5 Spoken Communication Training 00:30:00 Chapter-6 Written Communication Training 00:15:00 Chapter-7 Conclusion 00:15:00 Mock Exam Final Exam

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🌟 Unlock the Power of Healing with Bereavement Training 🌟 Are you ready to embark on a journey of compassion, understanding, and support? Welcome to Bereavement Training, where empathy meets expertise, and healing begins.   Why Bereavement Training? In a world where loss is an inevitable part of life, having the skills to navigate grief and support others through their darkest times is invaluable. 🕊️ Bereavement Training provides you with the tools, knowledge, and insight needed to effectively assist individuals and communities in coping with loss and bereavement. Benefits of Taking Our Bereavement Training Course   🌈 Comprehensive Understanding: Gain a deep understanding of the grieving process, including its emotional, psychological, and social dimensions. Learn how to recognize and address various manifestations of grief, from denial to acceptance.   💼 Practical Techniques: Acquire practical skills and techniques for providing support and comfort to those experiencing loss. From active listening to empathetic communication, you'll learn how to create a safe and nurturing environment for individuals to express their emotions.   🤝 Building Resilience: Discover strategies for fostering resilience and coping mechanisms in both yourself and others. Learn how to navigate the complexities of grief while maintaining your own emotional well-being.   📚 Current Research and Best Practices: Stay up-to-date with the latest research findings and best practices in the field of bereavement support. Our course integrates evidence-based approaches to ensure you're equipped with the most effective tools and strategies.   🎓 Professional Development: Whether you're a healthcare professional, counselor, social worker, or simply someone who wants to make a positive difference, our Bereavement Training course offers valuable professional development opportunities. Enhance your skill set and expand your career prospects with specialized training in bereavement support. Who is this for? Our Bereavement Training course is suitable for anyone passionate about helping others navigate the complexities of grief and loss. Whether you're a healthcare professional seeking to enhance your patient care skills, a counselor or therapist looking to specialize in bereavement support, or simply an empathetic individual eager to make a meaningful difference in your community, this course is for you. Career Path Upon completing our Bereavement Training course, you'll be equipped with the knowledge, skills, and confidence to pursue various career paths in the field of bereavement support. Potential career opportunities include:   🏥 Healthcare Settings: Work as a grief counselor or bereavement coordinator in hospitals, hospices, and other healthcare facilities, providing crucial support to patients and their families during times of loss.   🧠Mental Health Services: Join the ranks of mental health professionals specializing in grief therapy and support, offering counseling and therapeutic interventions to individuals struggling with bereavement.   👥 Community Organizations: Partner with community organizations and non-profits dedicated to supporting individuals and families affected by loss. Lead support groups, facilitate workshops, and organize outreach initiatives to foster healing and resilience within your community.   📚 Education and Training: Share your expertise by becoming a bereavement educator or trainer, providing workshops, seminars, and continuing education opportunities for professionals seeking to enhance their bereavement support skills.   Enroll Today and Embrace the Power of Compassionate Support Don't miss out on the opportunity to make a profound difference in the lives of those experiencing grief and loss. Enroll in our Bereavement Training course today and embark on a journey of healing, compassion, and growth. Together, let's transform grief into resilience and darkness into light. 🌟   FAQs (Frequently Asked Questions) 1. What is bereavement training? Bereavement training is a specialized course designed to equip individuals with the knowledge, skills, and tools needed to provide support to those experiencing grief and loss. This training encompasses a wide range of topics, including understanding the grieving process, effective communication techniques, and strategies for promoting resilience and coping. 2. Who can benefit from bereavement training? Bereavement training is beneficial for anyone who interacts with individuals experiencing grief and loss, including healthcare professionals, counselors, social workers, clergy members, educators, and community volunteers. Additionally, individuals who have experienced their own loss may find bereavement training valuable for gaining a deeper understanding of the grieving process and learning how to navigate their own emotions. 3. What topics are covered in bereavement training? Bereavement training covers a variety of topics related to grief and loss, including the psychological, emotional, and social aspects of grief, cultural considerations, communication skills, ethical considerations, and self-care strategies for providers. Additionally, some courses may include modules on specialized topics such as grief in children, traumatic loss, and complicated grief. 4. How long does bereavement training take to complete? The duration of bereavement training can vary depending on the provider and the format of the course. Some programs may be completed in a few days or weeks, while others may be more extensive and span several months. Online courses may offer flexibility in terms of scheduling and self-paced learning options. 5. Is bereavement training only for professionals? While bereavement training is valuable for professionals working in healthcare, counseling, and social services, it is also beneficial for anyone interested in supporting individuals experiencing grief and loss. Many courses are open to individuals from diverse backgrounds, including volunteers, caregivers, educators, and concerned community members. 6. How can I find a reputable bereavement training program? When seeking a bereavement training program, it's important to research and evaluate potential providers to ensure they offer high-quality, evidence-based instruction. Look for programs that are accredited, taught by experienced instructors, and have positive reviews or testimonials from past participants. Additionally, consider reaching out to professional organizations or local hospices for recommendations. 7. Can I receive continuing education credits for completing bereavement training? Some bereavement training programs may offer continuing education credits for healthcare professionals, counselors, and social workers. Be sure to check with the provider or accrediting body to confirm eligibility and requirements for obtaining CEUs. 8. Will bereavement training prepare me to work with diverse populations? Yes, bereavement training typically includes content on cultural competence and working with diverse populations. This may include discussions on how cultural beliefs, values, and traditions influence the grieving process, as well as strategies for providing culturally sensitive support to individuals and families from different backgrounds. Course Curriculum Module 1_ Understanding Bereavement. Understanding Bereavement. 00:00 Module 2_ Cultural and Religious Perspectives on Death and Mourning. Cultural and Religious Perspectives on Death and Mourning. 00:00 Module 3_ Supporting Children and Adolescents through Grief. Supporting Children and Adolescents through Grief. 00:00 Module 4_ Supporting the Dying and Their Families. Supporting the Dying and Their Families. 00:00 Module 5_ Self-Care for Professionals Supporting the Bereaved. Self-Care for Professionals Supporting the Bereaved. 00:00

Overview Aviation Law Training is yet another 'Teacher's Choice' course from Teachers Training for a complete understanding of the fundamental topics. You are also entitled to exclusive tutor support and a professional CPD-accredited certificate in addition to the special discounted price for a limited time. Just like all our courses, this Aviation Law Training and its curriculum have also been designed by expert teachers so that teachers of tomorrow can learn from the best and equip themselves with all the necessary skills. Consisting of several modules, the course teaches you everything you need to succeed in this profession. The course can be studied part-time. You can become accredited within 09 Hours studying at your own pace. Your qualification will be recognised and can be checked for validity on our dedicated website. Why Choose Teachers Training Some of our website features are: This is a dedicated website for teaching 24/7 tutor support Interactive Content Affordable price Courses accredited by the UK's top awarding bodies 100% online Flexible deadline Entry Requirements No formal entry requirements. You need to have: Passion for learning A good understanding of the English language Be motivated and hard-working Over the age of 16. Certification CPD Certification from The Teachers Training Successfully completing the MCQ exam of this course qualifies you for a CPD-accredited certificate from The Teachers Training. You will be eligible for both PDF copy and hard copy of the certificate to showcase your achievement however you wish. You can get your digital certificate (PDF) for £4.99 only Hard copy certificates are also available, and you can get one for only £10.99 You can get both PDF and Hard copy certificates for just £12.99! The certificate will add significant weight to your CV and will give you a competitive advantage when applying for jobs. Module 01: Introduction to Aviation Law Training Introduction to Aviation Law Training 00:40:00 Module 02: Growth and Benefits Growth and Benefits 00:45:00 Module 03: Air Policy Air Policy 00:50:00 Module 04: Public International Law Public International Law 00:30:00 Module 05: Private International Law Private International Law 00:35:00 Module 06: Aviation Law Aviation Law 00:35:00 Module 07: Criminal Law in Aviation Criminal Law in Aviation 00:35:00 Module 08: Commercial Law in Aviation Commercial Law in Aviation 00:35:00 Module 09: Rules and Regulation Relating to Aviation Rules and Regulation Relating to Aviation 00:45:00 Module 10: Climate Change on Aviation Climate Change on Aviation 00:30:00 Module 11: Environmental Impact on Aviation Environmental Impact on Aviation 00:50:00 Module 12: Aircraft Management and Insurance Aircraft Management and Insurance 00:40:00 Module 13: Airport Security and Operations Airport Security and Operations 00:35:00

Duration 2 Days 12 CPD hours This course is intended for This introductory-level course is ideal for project managers, team leaders, and collaboration-focused roles who are already familiar with Jira and are looking to integrate Confluence into their project workflows. Overview Throughout the course you will learn to: Master the fundamentals of Confluence, including understanding its history, navigation, and the distinction between pages and blogs. Gain proficiency in creating, editing, copying, moving, and deleting pages, along with managing file directories and executing advanced editing features. Develop the ability to use and create blueprints and templates, aiding in the standardization and productivity enhancement of your team's work. Understand the collaborative features of Confluence such as sharing links, commenting, mentioning, liking, and watching content to promote a culture of teamwork and collaboration in your organization. Learn how to effectively integrate Confluence with Jira, linking issues and filters, and using auto-links for smoother project management. OPTIONAL: Acquire skills in Confluence administration, including managing notifications and watchers, linking to other applications, customizing the look and feel of your workspace, and creating various types of spaces (public, private, team, etc.) Boost your project management and team collaboration skills with our hands-on, interactive course, Getting Started with Confluence (with Jira). Confluence, as a powerful project collaboration tool, seamlessly integrates with Jira, allowing you to create, share, and collaborate on projects in a more efficient and visually appealing way. This course will equip you with the skills to manage projects, improve workflow efficiency, and promote transparency in your organization. You will gain practical knowledge about Confluence's core features such as creating and editing pages, managing file directories, using tasks, macros, and gadgets, and differentiating between pages and blogs.Working in a hands-on learning environment guided by our expert instructor, you?ll gain experience with Confluence's unique features like using and creating blueprints and templates, enhancing standardization and productivity in your team. The program includes a deep dive into collaborative features of Confluence and its integration with Jira, which will enhance your ability to foster a collaborative environment. Administrative aspects like managing notifications, watchers, linking to other applications, and creating various types of spaces will also be covered.You?ll leave the course with the skills to apply Confluence within your existing Jira environment effectively, ready to use its collaborative tools and features to streamline workflows and boost project productivity. Introduction History Navigation Space Directory Shortcuts Pages VS Blogs Pages Creating Pages Editing Pages File Directory Advanced Editing (Markup, Undefined links, etc.) Copying and Moving Pages Deleting Pages Tasks Macros/Gadgets Macro overview and use Using JIRA Gadgets Editing Existing Macros Blueprints/Templates Working with Blueprints Creating/Using Templates Collaboration Sharing Links Commenting Mentioning 'Liking' Content 'Watching' Content JIRA Integration Linking your JIRA and Confluence Instances Linking Issues and Filters Auto Links Administration Page vs Space vs System Admin Notifications Watchers Linking to Other Applications Workbox Notifications Look and Feel Creating Spaces Public Space Private Space Team Space Technical Documentation Meeting Minutes Blog Additional course details: Nexus Humans Introduction to Confluence (TTDV7545) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Introduction to Confluence (TTDV7545) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Overview KPIs for SMEs Course is yet another 'Teacher's Choice' course from Teachers Training for a complete understanding of the fundamental topics. You are also entitled to exclusive tutor support and a professional CPD-accredited certificate in addition to the special discounted price for a limited time. Just like all our courses, this KPIs for SMEs Course and its curriculum have also been designed by expert teachers so that teachers of tomorrow can learn from the best and equip themselves with all the necessary skills. Consisting of several modules, the course teaches you everything you need to succeed in this profession. The course can be studied part-time. You can become accredited within 05 Hours studying at your own pace. Your qualification will be recognised and can be checked for validity on our dedicated website. Why Choose Teachers Training Some of our website features are: This is a dedicated website for teaching 24/7 tutor support Interactive Content Affordable price Courses accredited by the UK's top awarding bodies 100% online Flexible deadline Entry Requirements No formal entry requirements. You need to have: Passion for learning A good understanding of the English language Be motivated and hard-working Over the age of 16. Certification CPD Certification from The Teachers Training Successfully completing the MCQ exam of this course qualifies you for a CPD-accredited certificate from The Teachers Training. You will be eligible for both PDF copy and hard copy of the certificate to showcase your achievement however you wish. You can get your digital certificate (PDF) for £4.99 only Hard copy certificates are also available, and you can get one for only £10.99 You can get both PDF and Hard copy certificates for just £12.99! The certificate will add significant weight to your CV and will give you a competitive advantage when applying for jobs. KPIs for SMEs Module 01: Introduction and Agenda 00:04:00 Module 02: Concepts in Performance Measurement 00:04:00 Module 03: Presenting Performance Data 00:03:00 Module 04: Introduction to Customer KPIs 00:02:00 Module 05: Customer KPIs Part 1 00:09:00 Module 06: Customer KPIs Part 2 00:08:00 Module 07: Part 1 Exercise 00:02:00 Module 08: Employee KPIs 00:07:00 Module 09: Part 2 Exercise 00:02:00 Module 10: Operational KPIs 00:13:00 Module 11: Part 3 Exercise 00:02:00 Module 12: Financial KPIs 00:12:00 Module 13: Part 4 Exercise 00:02:00 Module 14: Monitoring and Managing Performance 00:06:00 Module 15: Course Exercise 00:01:00 Module 16: Course Exercise Suggested Answer 00:03:00 Module 17: Test your Knowledge 00:11:00 Assignment Assignment - KPIs for SMEs 00:00:00

Duration 1 Days 6 CPD hours This course is intended for This course is designed for individuals who may need to present information effectively in a professional environment. Overview Define what makes a presentation effective. Plan presentations. Design a presentation framework. Develop the presentation body. Create supporting materials. Prepare for your presentation. Deliver presentations. Conduct a question-and-answer session. Deliver group presentations and virtual presentations. The ability to deliver presentations is vital to achieving advancement for yourself and for your ideas. Few skills in life will contribute to your success as much as presentation skills. Without a dynamic and coherent presentation, even stellar ideas can fail to convince your audience. In this course, you will learn to organize your ideas to create coherent and convincing oral presentations, while also utilizing available visual aids and using public-speaking techniques to strengthen your delivery. Private classes on this topic are available. We can address your organization?s issues, time constraints, and save you money, too. Contact us to find out how. Prerequisites To ensure your success, you will need to have experience writing in a professional context and creating presentations using Microsoft Office PowerPoint. 1. Defining Presentation Effectiveness Identify Qualities of Effective Presentations Evaluate Yourself as a Presenter 2. Planning Presentations Analyze the Audience Establish Your Presentation\'s Objectives 3. Designing the Presentation Create the Presentation Structure Organize the Presentation Body Write the Conclusion First Write the Introduction 4. Developing the Presentation Body Select Evidence Write the Presentation Body Create Visuals 5. Creating Supporting Materials Create a Slide Deck Create Speaker Aids Create Audience Handouts 6. Preparing for Your Presentation Rehearse the Presentation Plan Event Logistics 7. Delivering Presentations Connect with Your Audience Present Powerfully Utilize a Slide Deck Effectively 8. Conducting a Question-and-Answer Session Answer Questions Handle Challenging Questions 9. Presenting in Common Business Scenarios Plan and Deliver a Virtual Presentation Plan and Deliver Group Presentations 10. Key Course Information This course focuses on the skills necessary to prepare and deliver an effective presentation; that being said, the learner will not be creating, delivering, or designing a specific presentation from start to finish in this course (this course only provides the foundational knowledge for doing this work back at the office). This course consists of instructor lecture along with course activities corresponding with the main course objectives. In terms of the course activities, 50% will be discussion based - 25% will be in a group-work format - and 25% will be hands-on/involve a digital tool, such as a PowerPoint or Word file. The intent is for students leaving this course to take the skills learned and apply them to their efforts of creating more effective presentations upon returning to the workplace. Additional course details: Nexus Humans Effective Presentations (Second Edition) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Effective Presentations (Second Edition) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 1 Days 6 CPD hours This course is intended for This course is intended for individuals who desire to become more skilled at handling difficult customers. Overview Upon successful completion of this course, students will be able to deal with difficult customers in a way that increases productivity and customer service, and decreases unhappy customers. In this course, students will gain a valuable skill set to deal with difficult customers in various situations. 1 - GETTING STARTED Housekeeping Items Pre-Assignment Review Workshop Objectives The Parking Lot Action Plan 2 - THE RIGHT ATTITUDE STARTS WITH YOU Be Grateful Keep Your Body Healthy Focus on Positive Thoughts Invoke Inner Peace Case Study 3 - INTERNAL STRESS MANAGEMENT Irritability Unhappiness with Your Job Feeling Underappreciated Not Well-Rested Case Study 4 - EXTERNAL STRESS MANAGEMENT Office Furniture Not Ergonomically Sound High Noise Volume in the Office Rift with Co-Workers Demanding Supervisor Case Study 5 - TRANSACTIONAL ANALYSIS What is Transactional Analysis? Parent Adult Child Case Study 6 - WHY ARE SOME CUSTOMERS DIFFICULT? They Have Truly Had a Bad Experience and Want to Vent They Have Truly Had a Bad Experience and Want Someone to be Held Accountable They Have Truly Had a Bad Experience and Want Resolution They Are Generally Unhappy Case Study 7 - DEALING WITH THE CUSTOMER OVER THE PHONE Listen to the Customer?s Complaint Build Rapport Do Not Respond with Negative Words or Emotion Offer a Verbal Solution to Customer Case Study 8 - DEALING WITH THE CUSTOMER IN PERSON Listen to the Customer?s Complaint Build Rapport Responding with Positive Words and Body Language Besides Words, What to Look For? Case Study 9 - SENSITIVITY IN DEALING WITH CUSTOMERS Who are Angry Who Are Rude With Different Cultural Values Who Cannot Be Satisfied Case Study 10 - SCENARIOS OF DEALING WITH A DIFFICULT CUSTOMER Angry Customer Rude Customer Culturally Diverse Customer Impossible to Please Customer Case Study 11 - CUSTOMER ONCE YOU HAVE ADDRESSED THEIR COMPLAINT Call the Customer Send the Customer an Email Mail the Customer a Small Token Handwritten or Typed Letter Case Study 12 - WRAPPING UP Words From The Wise Review Of The Parking Lot Lessons Learned Recommended Reading Completion Of Action Plans And Evaluations