684 Courses

Overview Uplift Your Career & Skill Up to Your Dream Job - Learning Simplified From Home! Kickstart your career & boost your employability by helping you discover your skills, talents, and interests with our special Bake a Layer Cake Course. You'll create a pathway to your ideal job as this course is designed to uplift your career in the relevant industry. It provides the professional training employers seek in today's workplaces. The Bake a Layer Cake Course is one of the most prestigious training offered at Skillwise and is highly valued by employers for good reason. This Bake a Layer Cake Course has been designed by industry experts to provide our learners with the best learning experience possible to increase their understanding of their chosen field. This Bake a Layer Cake Course, like every one of Skillwise's courses, is meticulously developed and well-researched. Every one of the topics is divided into elementary modules, allowing our students to grasp each lesson quickly. At Skillwise, we don't just offer courses; we also provide a valuable teaching process. When you buy a course from Skillwise, you get unlimited Lifetime access with 24/7 dedicated tutor support. Why buy this Bake a Layer Cake? Lifetime access to the course forever Digital Certificate, Transcript, and student ID are all included in the price Absolutely no hidden fees Directly receive CPD Quality Standards accredited qualifications after course completion Receive one-to-one assistance every weekday from professionals Immediately receive the PDF certificate after passing Receive the original copies of your certificate and transcript on the next working day Easily learn the skills and knowledge from the comfort of your home Certification After studying the course materials of the Bake a Layer Cake there will be a written assignment test which you can take either during or at the end of the course. After successfully passing the test you will be able to claim the pdf certificate for free. Original Hard Copy certificates need to be ordered at an additional cost of £8. Who is this course for? This Bake a Layer Cake course is ideal for Students Recent graduates Job Seekers Anyone interested in this topic People already working in the relevant fields and want to polish their knowledge and skills. Prerequisites This Bake a Layer Cake does not require you to have any prior qualifications or experience. You can just enroll and start learning. This Bake a Layer Cake was made by professionals and it is compatible with all PCs, Macs, tablets, and smartphones. You will be able to access the course from anywhere at any time as long as you have a good enough internet connection. Career path As this course comes with multiple courses included as a bonus, you will be able to pursue multiple occupations. This Bake a Layer Cake is a great way for you to gain multiple skills from the comfort of your home. Section 01: Introduction Introduction 00:01:00 Section 02: Before starting to bake Equipment Needed 00:02:00 Ingredients 00:04:00 Section 03: Cake Base preparation Cut circles of baking paper 00:02:00 Make the Batter 00:03:00 Transfer the batter to the pans 00:02:00 Remove the cakes from the pans 00:01:00 Section 04: Assemble the cake Make The Frosting 00:03:00 Assemble and Frost 00:05:00 Simple decoration 00:01:00 Slice the cake 00:01:00 Easy Chocolate Cake Recipe 00:10:00 Assignment Assignment -Bake a Layer Cake

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Quality Guarantee: Promising training excellence, satisfaction gurantee Accredited by CPD UK & Quality License Scheme Tutor Support Unlimited support via email, till you complete the course Recognised Certification: Accepted by thousands of professional bodies Start Anytime With 1 year access to the course materials Online Learning Learn from anywhere, whenever you want This course will take you to the world of interior design, mastering the art of creating functional and aesthetically pleasing spaces. With expert guidance, you will learn space planning, colour theory, and material selection, enabling you to become a skilled interior designer. This course at a glance Understand what are different interior design styles Learn Interior design principles and elements Get to know about design recipes and elements Learn what are various design principles Get aware of interior design colours, the colour schemes, and colour terminology Know what are colour basics and neutral colours Understand interior design space planning Learn what constitutes interior design textiles and fabrics Understand what is styling and staging in Interior designing Learn the difference between efficient and poorly planned spaces Why Professional Interior Designer Training Course right for you? This extensive professional interior designer training course is helpful for those who want to master the techniques and principles of designing a dream home. This online course will give you a solid understanding of popular interior design styles such as art deco style, victorian style, Scandinavian style, and modern style. You will learn interior design principles and elements and the impact of fashion and colour trends in interior designing. This engaging course will give you an overview of colour basics, its schemes, ratios and applications, and much more. By the end of the course, you will gain theoretical knowledge in interior designing styles, colours, space planning, elements, textiles and fabrics. Professional Interior Designer Training Course Details Accredited by CPD certificates are accepted by thousands of professional bodies and government regulators here in the UK and around the world. Many organisations look for employees with CPD requirements, which means, that by doing this course, you would be a potential candidate in your respective field.   The Quality Licence Scheme is a brand of the Skills and Education Group, a leading national awarding organisation for providing high-quality vocational qualifications across a wide range of industries. Course Curriculum Interior Design - Popular StylesIntroduction to Chapters Introduction to Chapters Introduction to Style The 3 Types of Style That Influence Interior Design Choices Art Deco Style: Architectural & Interiors Art Deco Style Victorian Style: Architectural & Interiors Victorian Style Scandinavian Style: Architectural & Interiors Scandinavian Style Modern Style: Architectural & Interiors Modern Style Contemporary Style: Architectural & Interiors Contemporary Style Eclectic Style: Architectural & Interiors Eclectic Style Italian Style: Architectural & Interiors Italian Style French Style: Architectural & Interiors French Style Industrial Style: Architectural & Interiors Industrial Style Country Style: Architectural & Interiors Country Style: Architectural & Interiors African Style: Architectural & Interiors African Style Conclusion Conclusion Interior Design Principles and ElementsIntroduction Introduction to Chapters Introduction & Design Recipe Introduction to Design Principles & The Design Recipe Design Element: Line Design Element: Line Design Element: Shape Design Element: Shape Design Element: Form Design Element: Form Design Element: Colour Design Element: Colour Design Element: Texture Design Element: Texture Design Element: Space Design Element: Space Design Element: Value Design Element: Value Design Principle: Pattern Design Principle: Pattern Design Principle: Contrast Design Principle: Contrast Design Principle: Emphasis/Focal Point Design Principle: Emphasis/Focal Point Design Principle: Balance Design Principle: Balance Design Principle: Scale/Proportion Design Principle: Scale/Proportion Design Principle: Rhythm/Movement Design Principle: Rhythm/Movement Design Principle: Unity/Harmony Design Principle: Unity/Harmony Conclusion Conclusion Interior Design - ColourIntroduction Introduction To Chapters The Impact of Fashion & Colour Trends The Impact of Fashion & Colour Trends Colour Terminology Colour Terminology Colour Basics and Neutral Colours Colour Basics and Neutral Colours Warm vs. Cool Colours Warm vs. Cool Colours Colour Schemes Colour Schemes Colour Ratios and Applications Colour Ratios and Applications Using Colour to Trick The Eye Using Colour to Trick The Eye Conclusion Conclusion Interior Design - Space PlanningIntroduction to Chapters Introduction Introduction to Textiles & Fabrics Introduction to Textiles & Fabrics Natural Fibres and Textiles Natural Fibers and Textiles Synthetic Fibers and Textiles Synthetic Fibers and Textiles Fabric Know Hows Fabric Know Hows End Use of Textiles and Fabrics End Use of Textiles and Fabrics Selecting and Recommending Textiles and Fabrics Selecting and Recommending Textiles and Fabrics Conclusion Conclusion Interior Design - Styling and StagingIntroduction to Chapters Introduction Introduction to Styling and Staging in Interiors Introduction to Styling and Staging Styling Coffee Tables Styling Coffee Tables Styling Side Tables Styling Side Tables Styling Servers and Consoles Styling Servers and Consoles Styling Dining Room Tables Styling Dining Room Tables Styling Book Cases and Display Cases Styling Book Cases and Display Cases Styling with Scatter Cushions and Throw Pillows Styling with Scatter Cushions and Throw Pillows Styling Seating and Sleeping Areas Styling Seating and Sleeping Areas Styling Walls with Art and Framing Styling Walls with Art and Framing Conclusion Conclusion Who should take this course? This comprehensive professional interior designer training course is suitable for anyone looking to improve their job prospects or aspiring to accelerate their career in this sector and want to gain in-depth knowledge of interior design. Entry Requirements There are no academic entry requirements for this professional interior designer training course, and it is open to students of all academic backgrounds. However, you are required to have a laptop/desktop/tablet or smartphone and a good internet connection. Assessment Method This professional interior designer training course assesses learners through multiple-choice questions (MCQs). Upon successful completion of the modules, learners must answer MCQs to complete the assessment procedure. Through the MCQs, it is measured how much a learner can grasp from each section. In the assessment pass mark is 60%. Certification Endorsed Certificate from Quality Licence Scheme After successfully passing the MCQ exam you will be eligible to order the Endorsed Certificate by Quality Licence Scheme. The Quality Licence Scheme is a brand of the Skills and Education Group, a leading national awarding organisation for providing high-quality vocational qualifications across a wide range of industries. It will give you a competitive advantage in your career, making you stand out from all other applicants and employees. There is a Quality Licence Scheme endorsement fee to obtain an endorsed certificate which is £65. Certificate of Achievement from Lead Academy After successfully passing the MCQ exam you will be eligible to order your certificate of achievement as proof of your new skill. The certificate of achievement is an official credential that confirms that you successfully finished a course with Lead Academy. Certificate can be obtained in PDF version at a cost of £12, and there is an additional fee to obtain a printed copy certificate which is £35.   FAQs Is CPD a recognised qualification in the UK? CPD is globally recognised by employers, professional organisations and academic intuitions, thus a certificate from CPD Certification Service creates value towards your professional goal and achievement. CPD-certified certificates are accepted by thousands of professional bodies and government regulators here in the UK and around the world. Are QLS courses recognised? Although QLS courses are not subject to Ofqual regulation, they must adhere to an extremely high level that is set and regulated independently across the globe. A course that has been approved by the Quality Licence Scheme simply indicates that it has been examined and evaluated in terms of quality and fulfils the predetermined quality standards. When will I receive my certificate? For CPD accredited PDF certificate it will take 24 hours, however for the hardcopy CPD certificate takes 5-7 business days and for the Quality License Scheme certificate it will take 7-9 business days. Can I pay by invoice? Yes, you can pay via Invoice or Purchase Order, please contact us at info@lead-academy.org for invoice payment. Can I pay via instalment? Yes, you can pay via instalments at checkout. How to take online classes from home? Our platform provides easy and comfortable access for all learners; all you need is a stable internet connection and a device such as a laptop, desktop PC, tablet, or mobile phone. The learning site is accessible 24/7, allowing you to take the course at your own pace while relaxing in the privacy of your home or workplace. Does age matter in online learning? No, there is no age limit for online learning. Online learning is accessible to people of all ages and requires no age-specific criteria to pursue a course of interest. As opposed to degrees pursued at university, online courses are designed to break the barriers of age limitation that aim to limit the learner's ability to learn new things, diversify their skills, and expand their horizons. When I will get the login details for my course? After successfully purchasing the course, you will receive an email within 24 hours with the login details of your course. Kindly check your inbox, junk or spam folder, or you can contact our client success team via info@lead-academy.org

Overview This comprehensive course on Dog Training - Natural Remedies for Health & Dog Training will deepen your understanding on this topic. After successful completion of this course you can acquire the required skills in this sector. This Dog Training - Natural Remedies for Health & Dog Training comes with accredited certification which will enhance your CV and make you worthy in the job market. So enrol in this course today to fast track your career ladder. How will I get my certificate? You may have to take a quiz or a written test online during or after the course. After successfully completing the course, you will be eligible for the certificate. Who is this course for? There is no experience or previous qualifications required for enrolment on this Dog Training - Natural Remedies for Health & Dog Training. It is available to all students, of all academic backgrounds. Requirements Our Dog Training - Natural Remedies for Health & Dog Training is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This course has been designed to be fully compatible on tablets and smartphones so you can access your course on wifi, 3G or 4G. There is no time limit for completing this course, it can be studied in your own time at your own pace. Career path Having these various qualifications will increase the value in your CV and open you up to multiple sectors such as Business & Management, Admin, Accountancy & Finance, Secretarial & PA, Teaching & Mentoring etc. Course Curriculum 13 sections • 28 lectures • 02:25:00 total length •These 2 Dogs Changed My Life And My Career!: 00:03:00 •This Is What You'll Get From This Course: 00:03:00 •Please Read This First Before Watching The Next Sections: 00:05:00 •Herbs - What Are They?: 00:01:00 •#1 Top Herb For Dogs: 00:03:00 •#2-5 Top Herbs For Dogs: 00:03:00 •#6-10 Top Herbs For Dogs: 00:05:00 •Herbs - Where To Get Them From And What Ailments They Are Used For: 00:08:00 •Other Suggestions Of Where You Can Get Herbs From And The Disorders They Heal: 00:12:00 •Homeopathy - What It Is And 12 Great Remedies For Your Dog: 00:06:00 •Where To Get Homeopathic Remedies From And The Ailments They Work With: 00:04:00 •What Aromatherapy Is And What Remedies Are Good To Use For Different Ailments: 00:08:00 •Important - Don't Use These Aromatherapy Oils On Dogs: 00:01:00 •Aromatherapy Recipes For Numerous Health Problems And Behavior Problems In Dogs: 00:04:00 •Suggestions Of Where To Get Aromatherapy Oils From: 00:03:00 •What Bach Flowers Are And What Symptoms They Work With: 00:05:00 •Suggestions Of Where To Get Bach Flowers From: 00:03:00 •This Natural Remedy Works Like Magic For So Many Dogs: 00:08:00 •This Natural Remedy Saved My Dog From Having An Operation: 00:04:00 •How To Naturally Heal Ear Infections And Resolve Ear Mites: 00:03:00 •A Magical Remedy - Omega 3 Oils For Dogs: 00:02:00 •How To Create Your Natural First Aid Kit Specifically For Your Dog: 00:03:00 •How To Find Your Local Homeopathic/Holistic Vet: 00:02:00 •This Is Your Resource List: 00:03:00 •**Bonus** How To Treat Your Dogs Ear Infections Naturally: 00:02:00 •**Bonus** 15 Natural Recipe Treats Your Dog Will Love: 00:21:00 •Please Read This First Before Watching The Next Sections: 00:20:00 •Assignment - Dog Training - Natural Remedies for Health & Dog Training: 00:00:00

Jump into the world of baking! Fall in love with the art of bread making - study the fundamental techniques, discover innovative recipes and refine your skills to grow your career in baking. And if you are a beginner, just because you've never baked before doesn't mean you can't create some delicious sweet & savoury treats from your oven. Even if you've never followed a recipe before, this course makes bread making simple, with step-by-step instructions and access to recipes from all over the world. Become the baker of tomorrow today! This Diploma in Bread Making at QLS Level 3 is endorsed by The Quality Licence Scheme and accredited by CPDQS (with 180 CPD points) to make your skill development & career progression more accessible than ever! With advanced audiovisual learning materials and recipes, our bread making course will help you improve your baking skills and boost your confidence. Our bread making course is designed by specialists and divided into small easy to understandable bite-sized modules to help you learn at your own pace. Discover baking crafts & techniques to grow your business from the comfort of your home. The Bread Making course is broken down into several in-depth modules to provide you with the most convenient and rich learning experience possible. Upon successful completion of the Bread Making course, an instant e-certificate will be exhibited in your profile that you can order as proof of your skills and knowledge. Add these amazing new skills to your resume and boost your employability by simply enrolling in this course. This Bread Making training can help you to accomplish your ambitions and prepare you for a meaningful career. So, join us today and gear up for excellence! What Will You Learn from Bread Making Course: Fundamentals of bread making & baking Discover various types of bread from all over the world Tools & ingredients you need for baking What ratios of different ingredients you can use Solutions to basic problems while baking Measurements of time & temperature Scaling ingredients & process of mixing them How to knead & fold different bread shapes Ways of bread baking & cooling Bake a loaf of real sourdough bread and amaze your family & friends How to make bread using straight dough More recipes like Bagels, Naan, Croissants, etc. Take a step toward a brighter future! Why Prefer This Diploma in Bread Making at QLS Level 3? Opportunity to earn a certificate endorsed by the Quality Licence Scheme and another certificate accredited by CPDQS. Get a free student ID card! (£10 postal charge will be applicable for international delivery) Innovative and engaging content. Free assessments 24/7 tutor support. *** Course Curriculum *** Here is the curriculum breakdown of this Bread Making course: Module 01: Introduction Module 02: Equipment Module 03: Basics of Baking Module 04: Basic Techniques Module 05: Make Your Sourdough Module 06: Making Bread Using Straight Dough Module 07: More Recipes Assessment Process You have to complete the assignment questions given at the end of the course and score a minimum of 60% to pass each exam.Our expert trainers will assess your assignment and give you feedback after you submit the assignment. After passing the Diploma in Bread Making at QLS Level 3exam, you will be able to request a certificate at an additional cost that has been endorsed by the Quality Licence Scheme. CPD 120 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Anyone interested in learning more about the topic is advised to take this course. This course is open to everybody. Requirements You will not need any prior background or expertise to enrol in this course. Career path Anyone with an interest in baking will find this course useful. You don't need any prior experience to master these chocolate-making skills. All you need to have is a passion for Bread Making and the determination to practice. You can explore opportunities such as: Bread Baker Bakery Chef Pastry Chef Chocolatier Fast Food Cooks And many more!

Level 3 QLS Endorsed Course | CPD & CiQ Accredited | Audio Visual Training | Free PDF Certificate | Lifetime Access

Though it appears easy at first glance but cake frosting is both science and arts. It requires great deal of expertise and creativity to design the perfect cake for an occasion. No matter if you are an amateur enthusiast or a professional baker- this course will help you to know about the ingredients you need for cake frosting and educate you about the entire process. Like said before, it is not just aesthetic skills or culinary arts, you need to have the blend of both. Last but not the least, learn the proper ways of maintaining hygiene and authenticity of your cake frosting- without which- you won't get full satisfaction! Course Highlights Certified Diploma in Cake Frosting 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 Certified Diploma in Cake Frosting into 16 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 6 hours, 25 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 Certified Diploma in Cake Frosting 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? Certified Diploma in Cake Frosting 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 Certified Diploma in Cake Frosting 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. Frosting Perfection: Insider's Guide 00:15:00 Frosting For Beginners 00:15:00 ICING THE CAKE 00:15:00 My Personal Favorites 00:15:00 Layer Cake Decoration 00:30:00 Frosting Recipe Collection 00:30:00 Cake Decoration: Writing 00:15:00 Advanced Frosting Techniques 00:30:00 Frosting Recipes: Advanced Collection 00:30:00 Cutting And Wrapping The Board 00:15:00 Working With Marzipan 00:15:00 Working With Ganache 00:30:00 Gum Paste 101 00:30:00 Figure Piping 00:15:00 Private Swipe File Of Classic Recipes 00:30:00 Conclusion: Final Words 00:15:00 Mock Exam Mock Exam-Certified Diploma in Cake Frosting 00:20:00 Final Exam Final Exam-Certified Diploma in Cake Frosting 00:20:00

Embark on a culinary voyage that takes you across the vast expanses of the Atlantic and deep into the heart of American cuisine with the 'American Cooking Mastery: Explore the Flavours of the USA' course. This immersive experience invites you to dive deep into the multifaceted realm of American tastes, capturing the soulful embrace of Southern comfort food, the tantalizing kick of spicy Tex-Mex dishes, and the sugary delights of iconic American desserts. However, this course is not merely about recreating dishes; it is an exploration of the rich historical tapestry that has shaped each dish's evolution. Experience the essence of the USA, savouring each bite right from the comforts of your own kitchen! Learning Outcomes Understand the rich history and culture behind each regional American cuisine. Master the art of preparing iconic dishes from seven distinct US regions. Develop techniques to bake authentic American desserts. Distinguish between various ingredients unique to each American region. Gain insights into the traditional food habits of Native American communities. Why buy this American Cooking Mastery: Explore the Flavours of the USA? Unlimited access to the course for forever Digital Certificate, Transcript, student ID all included in the price Absolutely no hidden fees Directly receive CPD accredited qualifications after course completion Receive one to one assistance on every weekday from professionals Immediately receive the PDF certificate after passing Receive the original copies of your certificate and transcript on the next working day Easily learn the skills and knowledge from the comfort of your home Certification After studying the course materials of the American Cooking Mastery: Explore the Flavours of the USA there will be a written assignment test which you can take either during or at the end of the course. After successfully passing the test you will be able to claim the pdf certificate for £5.99. Original Hard Copy certificates need to be ordered at an additional cost of £9.60. Who is this American Cooking Mastery: Explore the Flavours of the USA course for? Food enthusiasts keen on expanding their culinary horizons. Home cooks eager to introduce diverse American dishes to their repertoire. Culinary students wishing to delve deeper into American gastronomy. Travel aficionados who enjoy exploring cultures through food. Bloggers and content creators targeting American culinary niches. Prerequisites This American Cooking Mastery: Explore the Flavours of the USA does not require you to have any prior qualifications or experience. You can just enrol and start learning.This American Cooking Mastery: Explore the Flavours of the USA was made by professionals and it is compatible with all PC's, Mac's, tablets and smartphones. You will be able to access the course from anywhere at any time as long as you have a good enough internet connection. Career path Chef Specialising in American Cuisine: £24,000 - £38,000 per annum Food Critic with an American Food Focus: £28,000 - £45,000 per annum Culinary Instructor (American Dishes): £27,000 - £40,000 per annum Food Historian Specialising in US Gastronomy: £29,000 - £41,000 per annum American Cuisine Food Stylist: £25,000 - £37,000 per annum Recipe Developer for American Foods: £26,000 - £39,000 per annum Course Curriculum Module 01: Introduction to American Cuisine Introduction to American Cuisine 00:17:00 Module 02: Southern Cuisine Southern Cuisine 00:16:00 Module 03: Tex-Mex Cuisine Tex-Mex Cuisine 00:16:00 Module 04: New England Cuisine New England Cuisine 00:17:00 Module 05: Midwestern Cuisine Midwestern Cuisine 00:16:00 Module 06: Pacific Northwest Cuisine Pacific Northwest Cuisine 00:13:00 Module 07: Native American Cuisine Native American Cuisine 00:13:00 Module 08: American Desserts and Baking American Desserts and Baking 00:18:00

A tasty bundle of Year 7 recipe resources for KS3 Food and Nutrition created by multi-award-winning Food Teacher, Mr Mann.

The often-used phrase, 'just the receptionist', completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation. This programme has been designed specifically to deal with the essential skills necessary to represent the organisation to the best possible effect. It will also help you get the most out of your working day. There are six key reasons to take part in this workshop. It will help you: See your role in a new light Develop your communication skills Deal with different types of customer and situation Boost your confidence Cope in a pressurised environment Get more satisfaction from your working day 1 Introduction Workshop objectives and personal objectives The challenges of 21st century communication What makes an excellent point of Reception? And why is it so important? Who and where are our customers? As a customer, how do you like to be treated? What makes people feel valued? Objective and subjective aspects of customer service 'Micro moments' that shape the relationship 2 Communication on reception Definition of communication Barriers to good communication The 'recipe' of verbal, vocal and visual aspects of communication Differences between communicating face-to-face and on the telephone Communication 'leaks' The primitive human response The impact of visual communication - body language, gesture and facial expression Voice - tone, speed, volume, pitch, clarity, inflection, pacing Words - positive words and phrases compared with negative terminology Professional greetings face-to-face Steering the conversation with effective questioning 3 Telephone excellence How we use the telephone Qualities of the telephone Non-verbal communication on the telephone - what aspects can be 'seen' by the other person? Professional telephone etiquette Taking and leaving messages - key points that can help customers, colleagues and the organisation Clarifying information 4 Listening skills for accuracy and relationship building How accurate are your listening skills? What are the challenges for accurate listening? Active / empathetic listening 5 Creating a rapport by 'style flexing' Understanding how different people communicate Shaping our message to the other person so that they feel understood How changing situations can alter communication needs 6 Confidence and assertiveness Recognising different styles of behaviour - aggressive, passive and assertive Qualities of assertive communication - verbal, vocal and visual Assertive techniques - basic, persistence, negotiation / empathetic Demonstrating confidence 7 Coping in a pressurised environment Words - the most useful ones to use with stressed people and identifying the 'red rag' words Challenging situations - what do you find difficult and how do you respond? Dealing with outbursts of anger Bringing non-stop talkers back from their tangent Constructive ways to say 'no' 8 Pulling it all together Action plans Summary of key learning points