51935 Courses

Wouldn't sales be a 'walk in the park' without challenging customers? Why is it that some customers are so difficult to please, so quick to call 'foul' at the slightest blip and so mean with their gratitude after we've bent over backwards to accommodate them? Whether we are looking at prospective or existing customers, there is a toolkit for dealing with the most challenging of them. This course will help participants: Use broad open questions to give the customer a platform for their opinions or issues Improve listening skills to really understand what's behind the customer's challenging style Probe specific phrases to show listening and earn deeper disclosure Use silence to let challenging customers 'blow off steam' Understand the negative impact of certain phrases on a challenging customer Summarise effectively and reassure the customer of our understanding of their needs Recognise the 'behaviour cycle' and avoid emotional escalation Understand 'transactional analysis' and how to bring people from 'child' to 'adult' state Create loyalty in customers who are slow to give trust 1 What makes a customer 'challenging'? Why customers challenge us - understanding their drivers 'Wearing their shoes' - seeing things from their perspective Understanding our own personality style How to flex with a style that is different from our own Ways to quickly recognise a customer's style The benefits of flexing with a challenging customer's style 2 Practical exercise - forum theatre Participants take it in turns to deal with the trainer (who plays the role of the challenging customer) Observers stop the action when they hear or see something they deem wrong The participant in the seat gets a chance to use a suggested alternative line The participant who makes the suggestion has the chance to occupy the seat and deliver it themselves Frequent feedback from the trainer as to how the participant's words are making him feel Opportunities to rewind the action if an ill-advised line is suggested and delivered Flipchart for capturing what worked, what didn't work and why Mehrabian principle - the importance of body language and tone over words used 3 Questioning and listening skills How to use open questions to get the customer talking What questions to avoid and why The use of pauses and silence to reduce tension and build trust What listening is and what it isn't Question funnelling - how to earn deeper disclosure through probing The power of summary 4 Transactional analysis explained What is transactional analysis (TA)? Exploring the TA states and why people behave in that way under pressure How to bring challenging customers to 'adult' state to reduce tension How 'parent' or 'child' behaviours can be inadvertently triggered Understanding the 'behavioural cycle' and how to break it Mini-role play 'vignettes' to demonstrate real time impact of ill-chosen words 5 How to build trust with challenging customers Techniques for placating current challenging customers Methods that the participants have already used effectively - understanding why those methods worked and how other participants can model them Participants' experiences of trust having been lost - understanding why those experiences had that negative outcome How to 'go the extra mile' with challenging customers 6 Bringing a 'real' challenging customer to life Participants give the trainer a brief profile of a specific challenging customer of theirs 5-10 minute roleplay in which the trainer brings that individual to life Observing participants - without interrupting - make notes on what is and isn't working Trainer stops the action half-way through to give feedback on how he is feeling Participant goes back into the roleplay having recalibrated their approach based on feedback Observers give feedback on what did and didn't work Trainer comes out of character to explain the impact of the participant's words and behaviours 7 Wrap-up Key learnings from each participant Individual action planning - steps that can and will be implemented in the workplace

Customer Service Essentials 1 Day Training in Aberdeen

Customer Service Essentials 1 Day Training in Peterborough

Customer Service Essentials 1 Day Training in Inverness

Customer Service Essentials 1 Day Training in Bolton

Overview Did you know a pleasant classroom environment can amplify student engagement by over 65%? The classroom Behaviour Management' course is meticulously designed to guide teaching assistants and educators towards creating a balanced classroom.  Explore the art of communication, with segments like 'Experienced TAs Maintain Strong Communications with the Students' and 'Communication and Interaction'. Delve deep into the specifics of 'Cognition and Learning' and address 'Social, Emotional and Mental Health Difficulties'.  This course also offers a penetrating look into 'SEN Support' and the tenets of 'High Quality Teaching for Pupils with SEN', ultimately guiding participants towards 'Providing the Best Learning Environment'. 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 Classroom Behaviour Management . It is available to all students, of all academic backgrounds. Requirements There is no experience or previous qualifications required for enrolment on this Classroom Behaviour Management . It is available to all students, of all academic backgrounds. 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 9 sections • 9 lectures • 02:24:00 total length •Understanding Behaviour & Relationships as a TA: 00:20:00 •Experienced TAs Maintain Strong Communications with the Students: 00:14:00 •Communication and Interaction: 00:17:00 •Cognition and Learning: 00:21:00 •Social, Emotional and Mental Health Difficulties: 00:13:00 •Children Having Special Education Needs or Disabilities: 00:17:00 •SEN Support: 00:14:00 •High Quality Teaching for Pupils with SEN: 00:10:00 •Providing the Best Learning Environment: 00:18:00

City & Guilds 18th edition course with 2382-22 final exam only £264.00 Inc VAT. Exams available every week across the UK, same day results, quick certificate, best prices..

City & Guilds 18th edition course with 2382-22 final exam only £234.00. Exams available every week across the UK, same day results, quick certificate, best prices..

Understanding and applying the rules on means assessment and providing the right evidence can be difficult given the many various circumstances that must be accounted for with each client. This course will discuss the key aspects of the LAA’s Means Assessment guidance, with discussions on topics such as whose resources should be considered; rules on income, deductions, and capital; evidence requirements - and common errors that are made; rules on allowances (e.g. subject matter of dispute; and how to find and interpret guidance for less common circumstances (e.g. self-employed clients). Means Assessment Guidance is often the same for controlled work and licensed work, but there are some subtle differences on occasion, and the course will highlight some of the main differences in rules. Target Audience This course is aimed at anyone involved in making civil legal aid applications or assessing civil legal help work for financial eligibility. Resources Course notes will be provided to all delegates which may be useful for ongoing reference or cascade training. Please note a recording of the course will not be made available. Speaker Steve Keeling, Consultant, DG Legal Steve joined DG Legal after leaving the Legal Aid Agency in August 2016. In his 17 years at the LAA, he worked in the audit team as both auditor and manager and was a Contract Manager for several years. Steve is also a certified SQM auditor and undertakes audits on behalf of Recognising Excellence as well as running training sessions for the SQM Audit Team periodically.

Focusing Skills Course for qualified and trainee Counsellors and Psychotherapists. Beginning in September 2025: 60 hour course over 5 weekends (5 hours on each Saturday and Sunday) over six months. In-person in Norfolk, small cohort of 6 participants. Learn the therapeutic process of Focusing as developed from the research of Carl Rogers and Eugene Gendlin in the 1950s. This is a course that will benefit you both personally and professionally. Experiential training in groups, triads and diads. No previous experience of Focusing necessary, but also suitable for those who have some experience and knowledge of Focusing.