21934 Courses

Dive into the intricate world of deep learning with this sharply focused course on heuristic techniques using R. This programme is designed for learners keen to understand how heuristics shape machine learning models, particularly in deep neural networks. Whether you're brushing up on your algorithmic intuition or delving deeper into optimisation patterns, this course delivers a solid framework rooted in logic, not lingo. With R as your analytical companion, you'll explore neural computation, gradient-based strategies, backpropagation nuances, and heuristic-inspired adjustments that enhance model efficiency. This isn't about flashy tools or inflated claims — it's about getting your mind around how deep learning truly works, one clever calculation at a time. No fluff, no filler — just clear insights and well-paced learning to support your journey through the matrix of machine intelligence. Learning Outcomes: Develop an understanding of experimental design and how it applies to heuristics. Learn how to apply heuristics to real-world problems in the agriculture, cryptocurrency, energy, and financial markets sectors. Understand how to use R programming language for deep learning heuristics. Develop skills in analyzing data sets and creating predictive models. Learn how to implement different heuristics algorithms in R programming. The Essential Training on Deep Learning Heuristic using R is designed to provide students with a comprehensive understanding of heuristics and how they can be applied to various real-world problems. The course covers experimental design, data analysis, and predictive modelling using R programming language. Students will learn about different heuristics algorithms and how to implement them in R to solve complex problems in the agriculture, cryptocurrency, energy, and financial markets sectors. Throughout the course, students will work on various projects that will help them develop practical skills in analyzing data sets and creating predictive models. They will learn how to design experiments, collect and analyse data, and create models that can be used to make predictions. By the end of the course, students will have a strong understanding of heuristics, and deep learning, and how to apply them to solve real-world problems. Essential Training on Deep Learning Heuristic using R Course Curriculum Section 01: Experimental Design - Heuristics Project 1-Agriculture Section 02: Experimental Design - Heuristics Project 2-Cryptocurrencies Section 03: Experimental Design: Heuristics Project 3-Energy Sector Section 04: Experimental Design: Heuristics Project 4-Financial Markets How is the course assessed? Upon completing an online module, you will immediately be given access to a specifically crafted MCQ test. For each test, the pass mark will be set to 60%. Exam & Retakes: It is to inform our learners that the initial exam for this online course is provided at no additional cost. In the event of needing a retake, a nominal fee of £9.99 will be applicable. Certification Upon successful completion of the assessment procedure, learners can obtain their certification by placing an order and remitting a fee of __ GBP. £9 for PDF Certificate and £15 for the Hardcopy Certificate within the UK ( An additional £10 postal charge will be applicable for international delivery). CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Data scientists who want to learn how to apply deep learning heuristics to solve real-world problems. Programmers who want to learn R programming language for data analysis and predictive modeling. Professionals in the agriculture, cryptocurrency, energy, and financial markets sectors who want to apply heuristics to solve complex problems. Students who want to learn about deep learning heuristics and how they can be applied to real-world problems. Anyone interested in developing practical skills in data analysis and predictive modelling using R programming language. Requirements There are no formal entry requirements for the course, with enrollment open to anyone! Career path Deep Learning Engineer: £30,000 - £90,000 AI Researcher: £40,000 - £120,000 Data Scientist: £35,000 - £90,000 Machine Learning Engineer: £40,000 - £100,000 AI Architect: £50,000 - £150,000 Certificates Certificate of completion Digital certificate - £9 You can apply for a CPD Accredited PDF Certificate at the cost of £9. Certificate of completion Hard copy certificate - £15 Hard copy can be sent to you via post at the expense of £15.

Working with young people is no walk in the park — it takes patience, skill, and a good sense of humour. The Level 2 Youth Work Certificate Course is designed to give learners a solid grounding in the key knowledge and approaches used by youth workers in today’s communities. Whether you're supporting teens in schools, clubs, or community groups, this course helps you understand what makes them tick — and how to actually get through to them. From communication techniques to safeguarding responsibilities, you'll explore a variety of essential topics relevant to youth engagement. This course is ideal for those looking to enter the youth sector or sharpen their understanding of how to connect with and support young people in meaningful ways. It’s all online, self-paced, and available wherever you are — so you can study without rearranging your entire life. Learning Outcomes: Understand the role and methods of a youth worker Identify legal responsibilities in youth work Explore the social influences on young people Understand the relationship between youth work and mental health Analyse the connection between youth work and criminal justice Explore career options in social work Meet the Accreditation CPD Quality Standards (CPD QS) accreditation assure the Level 2 Youth Work Certificate course training and learning activities are relevant, reliable, and upto date. Expert Support Dedicated tutor support and 24/7 customer support are available to all students with this premium quality course. Key Benefits Free PDF Certificate Learning materials of the Design course contain engaging voiceover and visual elements for your comfort. Get 24/7 access to all content for a full year. Each of our students gets full tutor support on weekdays (Monday to Friday) Please note: This course only gives you the theoretical knowledge you need to excel in this field. This Level 2 Youth Work Certificate training course doesn't entitle you to practise as a professional in this specific field. This course is designed by industry experts and will give you an in-depth understanding of this topic. The Level 2 Youth Work Certificate course features easy-to-digest modules that break down each topic and ensure all our students receive an unrivalled and thorough learning experience. Enjoy a pleasant and professional 100% online learning experience and enrol the course today and take control of your career! Course Assessment To simplify the procedure of evaluation and accreditation for learners, we provide an automated assessment system. Upon completion of an online module, you will immediately be given access to a specifically crafted MCQ test. The results will be evaluated instantly, and the score will be displayed for your perusal. For each test, the pass mark will be set to 60%. When all tests have been successfully passed, you will be able to order a certificate endorsed by the Quality Licence Scheme. Exam & Retakes: It is to inform our learners that the initial exam for this online course is provided at no additional cost. In the event of needing a retake, a nominal fee of £9.99 will be applicable. Certification Upon successful completion of the assessment procedure, learners can obtain their certification by placing an order and remitting a fee of £9 for PDF Certificate and £15 for the Hardcopy Certificate within the UK ( An additional £10 postal charge will be applicable for international delivery). CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Individuals interested in pursuing a career in youth work Individuals passionate about social justice and empowering young people Individuals who want to make a difference in the lives of young people Requirements This Level 2 Youth Work Certificate course is open to all, with no formal entry requirements. Career path After completing the Course, learners will be fit with many essential skills and have the opportunity to grab, such as: Youth Worker - £20,000 to £32,000 per annum Social Worker - £24,000 to £40,000 per annum Counsellor - £20,000 to £40,000 per annum Probation Officer - £23,000 to £36,000 per annum Family Support Worker - £18,000 to £28,000 per annum Outreach Worker - £18,000 to £28,000 per annum

The Ultimate Dot Net Training for Everyone Course is designed to elevate your programming prowess with a clear, well-organised approach to mastering the .NET framework. Whether you’re a complete beginner or looking to sharpen your coding talents, this course presents a logical progression through essential concepts and advanced techniques, ensuring a smooth learning journey. With an emphasis on clarity and precision, you’ll gain confidence in developing applications using the latest Microsoft technologies, all at your own pace and convenience. Forget the jargon and unnecessary fluff—this course offers focused lessons packed with relevant examples and insightful explanations that make complex topics approachable and even enjoyable. Dive into the world of .NET and discover how to create efficient, robust software solutions without the fuss. Ideal for aspiring developers and tech enthusiasts alike, this training is your trusted companion for unlocking the full potential of the .NET platform—no travel, no fuss, just pure learning delivered straight to your screen. Learning Outcomes: Gain a solid understanding of the .NET framework and its capabilities. Learn how to program in C# and create basic software applications. Discover how to handle exceptions, work with databases, and create games and chatbots. Understand the principles of object-oriented programming and their applications in software development. Learn how to create robust and scalable software applications using the .NET framework. The Ultimate Dot Net Training for Everyone course is designed to provide you with the skills and knowledge you need to become a proficient .NET software developer. Starting with the basics of C# programming and moving on to more advanced topics, this course covers everything you need to know to create robust and scalable software applications. You'll learn how to work with databases, handle exceptions, and even create your own games and chatbots. Along the way, you'll gain a solid understanding of the principles of object-oriented programming and its applications in software development. Ultimate Dot Net Training for Everyone Course Curriculum Section 01: Installation Section 02: Basics on C# Programming Section 03: Conditional Constructs Section 04: Loops Section 05: Arrays and For loop Section 06: Methods Section 07: OOPS Concepts Section 08: Project - Creating a Login Page Section 09: File Handling Section 10: Exception Handling Section 11: Database Connectivity Section 12: Project - Creating a login Page Using DB Connectivity Section 13: Working with Database Section 14: Project - Flappy Bird Game Section 15: Project - Baneful Game Section 16: Project - Chabot Section 17: Project - Online Examination System How is the course assessed? Upon completing an online module, you will immediately be given access to a specifically crafted MCQ test. For each test, the pass mark will be set to 60%. Exam & Retakes: It is to inform our learners that the initial exam for this online course is provided at no additional cost. In the event of needing a retake, a nominal fee of £9.99 will be applicable. Certification Upon successful completion of the assessment procedure, learners can obtain their certification by placing an order and remitting a fee of __ GBP. £9 for PDF Certificate and £15 for the Hardcopy Certificate within the UK ( An additional £10 postal charge will be applicable for international delivery). CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Individuals who are new to programming and want to learn about the .NET framework. Experienced programmers who want to expand their skills and knowledge in .NET development. Entrepreneurs who want to develop their own software applications using .NET. Students who want to enhance their skills in software development and prepare for a career in the field. Anyone who wants to develop their skills in the software development industry. Career path Junior .NET Developer: £20,000 - £35,000 .NET Developer: £28,000 - £55,000 Senior .NET Developer: £40,000 - £80,000 Software Engineer: £28,000 - £60,000 Chief Technology Officer: £90,000 - £250,000 Certificates Certificate of completion Digital certificate - £9 You can apply for a CPD Accredited PDF Certificate at the cost of £9. Certificate of completion Hard copy certificate - £15 Hard copy can be sent to you via post at the expense of £15.

R isn’t just for statisticians hiding behind graphs — it’s a powerful tool for machine learning, and this course shows you exactly how to put it to work. Designed for curious minds with an interest in data prediction, modelling, and pattern recognition, this course guides you through the essentials of machine learning using R. You’ll explore key techniques like classification, regression, and clustering, all explained in plain English (with just the right amount of code). If you’ve ever wondered how machines “learn” from data — without trying to make them smarter than your laptop needs to be — this course breaks it down with clear logic and no unnecessary flair. Study entirely online, at your own pace, with structured content focused on helping you understand how algorithms behave, why they do what they do, and how to make them behave a little better. Whether you're dipping your toes or deepening your skills, it’s all here, minus the fluff and drama. Learning Outcomes: Understand the basics of machine learning and its implementation using R. Develop the skills to build simple and multiple linear regression models. Learn how to use R to analyse datasets and develop predictive models. Understand the concept of dummy variables and the backward elimination approach. Learn how to make accurate predictions using machine learning algorithms and extract valuable insights from data. If you're looking to expand your knowledge in data analysis and machine learning, then the "Learn Machine Learning with R" course is perfect for you. This comprehensive course comprises two sections, each designed to help you gain an in-depth understanding of machine learning concepts, starting from the very basics. You'll learn about linear regression, the equation for the algorithm, and how to make simple linear regression models. Additionally, you'll dive into multiple linear regression, dummy variable concepts, and predictions over the year. With the help of this course, you'll be able to analyse datasets, develop predictive models, and extract valuable insights from them, using R. ⊱⊱ Learn Machine Learning with R Course Curriculum Section 01: Linear Regression and Logistic Regression Working on Linear Regression Equation Making the Regression of the Algorithm Basic Types of Algorithms predicting the Salary of the Employee Making of Simple Linear Regression Model Plotting Training Set and Work Section 02: Understanding Dataset Multiple Linear Regression Dummy Variable Concept Predictions Over Year Difference Between Reference Elimination Working of the Model Working on Another Dataset Backward Elimination Approach Making of the Model with Full and Null How is the course assessed? Upon completing an online module, you will immediately be given access to a specifically crafted MCQ test. For each test, the pass mark will be set to 60%. Exam & Retakes: It is to inform our learners that the initial exam for this online course is provided at no additional cost. In the event of needing a retake, a nominal fee of £9.99 will be applicable. Certification Upon successful completion of the assessment procedure, learners can obtain their certification by placing an order and remitting a fee of £9 for PDF Certificate and £15 for the Hardcopy Certificate within the UK ( An additional £10 postal charge will be applicable for international delivery). CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Students or professionals looking to develop their data analysis and machine learning skills. Individuals interested in pursuing a career in data science or machine learning. Anyone interested in understanding how to extract insights from data. Programmers looking to learn machine learning implementation using R. Beginners interested in learning the basics of machine learning. Career path Data analyst: £30,000 to £50,000 Machine learning engineer: £45,000 to £85,000 Data scientist: £40,000 to £80,000 Business analyst: £30,000 to £55,000 Research analyst: £25,000 to £45,000 Certificates Certificate of completion Digital certificate - £9 You can apply for a CPD Accredited PDF Certificate at the cost of £9. Certificate of completion Hard copy certificate - £15 Hard copy can be sent to you via post at the expense of £15.

Quick thinking and sharp timing — two things that matter greatly in the world of forex scalping. This course zeroes in on short-term trading techniques designed to help learners understand how to approach fast-paced market movements. With a strong focus on method, structure, and discipline, you’ll explore scalping strategies that aim to capture frequent, modest market shifts within tight timeframes. It’s all delivered online, so no charts stuck to office walls or coffee-fuelled trading floors needed. Expect a no-nonsense breakdown of candlestick patterns, timing tactics, and trade management approaches — minus the waffle. Whether you’re brushing up or starting from scratch, the course gives you a clean, focused insight into what matters most when it comes to making decisions quickly and managing risk sensibly. The goal? To help you grasp how scalping works without getting lost in a sea of jargon or overpromises. It’s sharp, structured, and straight to the point — just like the strategy itself. Why People Love And Enrol The Course From One Education Eligibility for a CPD -accredited certificate on successful completion of Course Learning materials of our course contains engaging voiceover and visual elements for your comfort Freedom to study at your own pace 24/7 access to the materials for 12 months Full Tutor support on weekdays (Monday - Friday) This Course online training course is designed by industry experts and will give you an in-depth understanding of this topic. The Forex Scalping Strategy Course features easy-to-digest modules that break down each topic and ensure all our students receive an unrivalled and thorough learning experience. If you want to work in this rapidly growing sector and stand out from the competition, then our Course is the perfect place to kickstart your dream career. On the Course, we guarantee that you will gain relevant skills and acquire tremendous knowledge on the subject. The certificate you'll achieve after completing the Forex Scalping Strategy Course will help you land the job you want in a related field. Enjoy a pleasant and professional 100% online learning experience and enrol in our Course today and take control of your career! Course Curriculum: Here is a curriculum breakdown of the Course: Section 01: Introduction Introduction How to Choose a Broker for Scalping How to Set up Chart Section 02: Indicators Indicator Part 1 Indicator Part 2 Support and Resistance Section 03: The Strategy The Secret Scalping Strategy Section 04: Advance Stuff Golden Rules Risk Management Examples Exam & Retakes: It is to inform our learners that the initial exam for this online course is provided at no additional cost. In the event of needing a retake, a nominal fee of £9.99 will be applicable. Certification Upon successful completion of the assessment procedure, learners can obtain their certification by placing an order and remitting a fee of £9 for PDF Certificate and £15 for the Hardcopy Certificate within the UK ( An additional £10 postal charge will be applicable for international delivery). CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? The Course training is ideal for highly motivated individuals who want to enhance their professional skills and train for the job they want! This Course also suits people aspiring for some in-depth knowledge on this topic and keep up to date with the latest information. Study the Course today and increase your professional skillset from the comfort of your home! Requirements There are no formal entry requirements for the Course, with enrollment open to anyone! Anyone and everyone with a knack for learning can enrol on this course without any hesitation. Learn online from any internet device, including your computer, tablet or smartphone. Study when it suits you and complete the Course at your own pace. All students must have a passion for learning and literacy, as well as being over the age of 16. Career path Studying the Course is designed to help you get the job of your dreams, or even that promotion you've always wanted! Learn the essential skills and knowledge you need to exceed in your professional life with the help & guidance from our Course.

Success rarely arrives by accident – it’s built on clear strategy and decisive execution. This Strategy Planning and Execution Course is designed for those ready to shape business direction with precision and confidence. Whether you're responsible for driving departmental goals or overseeing entire operations, this course lays out the essential thinking patterns behind smart planning, and the logical steps needed to turn vision into results. You’ll explore the key frameworks that influence strategic decisions, how to assess internal and external environments effectively, and how to align goals with long-term organisational direction. It also guides you through execution techniques that keep plans from gathering dust—transforming ideas into outcomes through accountability, leadership alignment and timely action. If navigating high-level objectives with clarity and purpose is on your radar, this course will give you the tools to do just that—with less waffle, and more results. Meet the Accreditation CPD Quality Standards (CPD QS) accreditation assure the Strategy Planning and Execution course training and learning activities are relevant, reliable, and upto date. Expert Support Dedicated tutor support and 24/7 customer support are available to all students with this premium quality course. Key Benefits Learning materials of the Design course contain engaging voiceover and visual elements for your comfort. Get 24/7 access to all content for a full year. Each of our students gets full tutor support on weekdays (Monday to Friday) This masterclass Strategy Planning and Execution online training course is designed by industry experts and will give you an in-depth understanding of this topic. The Strategy Planning and Execution course features easy-to-digest modules that break down each topic and ensure all our students receive an unrivalled and thorough learning experience. If you want to work in this rapidly growing sector and stand out from the competition, then our Strategy Planning and Execution is the perfect place to kickstart your dream career. On the Strategy Planning and Execution course, we guarantee that you will gain relevant skills and acquire tremendous knowledge on the subject. The certificate you'll achieve after completing the Strategy Planning and Execution course will help you land the job you want in a related field. Enjoy a pleasant and expert 100% online learning experience and enrol in our Strategy Planning and Execution today and take control of your career! Course Curriculum: Here is a curriculum breakdown of the Strategy Planning and Execution course: Unit 01: Introduction Introduction & Course Map Unit 02: Strategy Strategy Development Environmental Scanning Strategy Management Balanced Scorecard Unit 03: Key Performance Indicators KPIs Introduction KPIs Selection KPIs Quality KPIs Forms & Types KPIs Polarity, Status, & Documentation Target Setting Target Setting Methods & Example Unit 04: Alignment Vertical Alignment Horizontal Alignment Employee Alignment OGSM Method Cascading in Public Sector Unit 05: Leading Strategy Execution Kippy.cloud System Review Meeting Leadership & Communication Unit 06: Conclusion Terminology Bonus Book & Conclusion Course Assessment To simplify the procedure of evaluation and accreditation for learners, we provide an automated assessment system. Upon completion of an online module, you will immediately be given access to a specifically crafted MCQ test. The results will be evaluated instantly, and the score will be displayed for your perusal. For each test, the pass mark will be set to 60%. When all tests have been successfully passed, you will be able to order a certificate endorsed by the Quality Licence Scheme. CPD 120 CPD hours / points Accredited by CPD Quality Standards Who is this course for? This Strategy Planning and Execution course is designed to enhance your expertise and boost your CV. Learn key skills and gain a certificate of achievement to prove your newly-acquired knowledge. Requirements This Strategy Planning and Execution course is open to all, with no formal entry requirements. Career path Upon successful completion of the Strategy Planning and Execution Course, learners will be equipped with many indispensable skills and have the opportunity to grab. Certificates Certificate of completion Digital certificate - £9 Certificate of completion Hard copy certificate - £89 QLS Endorsed Certificate Hardcopy of this certificate of achievement endorsed by the Quality Licence Scheme can be ordered and received straight to your home by post, by paying - Within the UK: £89 International: £89+ £10 (postal charge) = £99 CPD Accredited Certification Hardcopy Certificate (within the UK): £15 Hardcopy Certificate (international): £15 + £10 (postal charge) = £25

This comprehensive course unlocks the boundless potential of LangChain, Pinecone, OpenAI, and LLAMA 2 LLM, guiding you from AI novice to expert. Dive into 15 different practical projects, from dynamic chatbots to data analysis tools, and cultivate a profound understanding of AI, empowering your journey into the future of language-based applications.

Learn how to use Master Projects and Resource Pools to create better visibility across projects. Course overview Duration: 4 hours This course shows you how to create Master Projects allowing you to roll several sub projects into a master view. It also shows techniques to create resource pools to share resources between projects to enable you to better manage your resource teams and check resource loading. This half day course looks at how to practically do this and setup both elements. This is aimed at existing users of Microsoft Project who need to create master schedules and share resources and loadings. Objectives  By the end of the course you will be able to: Create master projects Insert and update sub projects Create a resource pool Share resources between projects Check resource loadings between projects Content Working with multiple projects Consolidating projects Linking to sub projects Setting the master project as read only Saving consolidated projects Working on consolidated projects Setting task links between projects Getting source project information Removing projects from the consolidation Sharing resources Creating a resource pool Sharing resources Opening projects that share resources Updating the resource pool Refreshing the resource pool Opening a resource pool Removing resource sharing

This workshop will help you improve the impact, clarity, accuracy and effectiveness of your sales proposals. It takes bid and proposal teams right through the process, from start to finish - from forming the team and gathering the information, through to writing and reviewing the proposal document, and on to presenting it to the client. The learning points shared in the programme come from the trainer's extensive real-world experience with a wide variety of businesses. As a result of attending this programme, participants will be able to: Write more clearly, more grammatically and more persuasively Structure their written communications more effectively Avoid the 'howlers' that can cost you business Impress your clients Win more business 1 Bid strategy How to combine your knowledge of the market or customer, your products and services, and your competitors, to create a quality bid New insights into your comparative advantages and competitive position in the marketplace Understanding more about how your client views you and other suppliers A plan of attack to build on your strengths and attack the weaknesses of your competition Dealing with RFP/ITT situations 2 Teamwork How a bid or proposal team needs to prioritise and manage preparation time Co-ordinating input from team members Agreeing responsibilities 3 The importance and role of a well-written sales proposal Why bother? - the value of the sales proposal to you and to the customer What the customer wants and needs to make a decision in your favour Understanding and delivering on customer expectations Review and discussion of different proposals - with real-life examples 4 The best way to structure your sales proposals A section-by-section, page-by-page review of best practice in structuring great sales proposals How to improve the way you match your proposal to the customer's objectives and requirements Plan your sales documents systematically - to make them easy to read and more persuasive How to make your proposal look like the 'least risky' option 5 Making your proposal a compelling and persuasive proposition Choosing the right words that sell effectively Selecting the right content and information for your document or proposal Using an option matrix to summarise complex choices and increase final order value How to write an executive summary 6 Well-written and error-free Developing your writing style for maximum impact Expressing the content (ie, selling points) clearly, concisely and correctly Proof-reading and editing work effectively, using formal marks and techniques Improving visual layout, format and appearance Keeping it customer-focused 7 Presenting to the client - overview Presentation options Understanding the client's objectives - as well as your own The proposal review meeting - logistics Managing to the next step Designing and delivering a compelling presentation Isolating objections and concerns Follow-up and follow-through 8 Positioning your final proposal Finalising your bid - presenting the right 'best few' USPs, features and benefits and making them relevant and real to the customer Smart ways to position price and be a strong player - without being the cheapest How to differentiate yourselves by how you present, as well as what you present How to design and deliver a successful bid presentation 9 Bid presentation practice session with structured feedback Participants work in small groups or pairs to prepare and later present a sample section from a real life bid or proposal presentation The trainer will provide assistance and input During group review and discussions, input from others will be encouraged and many best practice ideas summarised 10 Managing the end game How best to draw-out, understand, isolate and answer customer objections, negotiate points and concerns How to read the situation to plan the next step Identifying negotiation tactics - and how to deal with them Planning for a negotiation and how to get the customer feel they have the 'best deal' 11 Workshop summary and close

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