Name: Building Better Careers with Soft Skills: 1-Day Workshop in Belfast
Price: 595 GBP
Availability: InStock

Swansea

<h1 dir="ltr" id="isPasted" fr-original-style="" style="box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Course Overview:</span></h1><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">This training based on leading teams will help you to develop anyone that leads a team or is involved in a leadership role. It is also useful for those that are about to embark on a position of leadership or need to develop their leadership skills.</span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Course Contents:</strong></span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Having an effective team around you is crucial. However, it is an area that is often left to chance, which can lead to de-motivated individuals that do not feel part of the business and consequently do not perform. This course looks at what it takes to lead an effective team and how you can get the best out of the people in it by understanding the role of the leader, both personally and from the point of view of the team.</span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Course Topics:</strong></span></p><ul fr-original-style="" style="box-sizing: border-box;"><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Qualities of an Effective Leader</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Identifying the key characteristics of effective leaders, rating themselves against them and establishing key actions to develop the skills.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Leader or Manager?</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Establishing the difference between the two and comparing themselves to those qualities.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">That Vision Thing</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Making the business vision &lsquo;live&rsquo; for the team by answering key questions.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Developing Your Team Goals</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Reviewing an action plan that develops clear goals for their team based on the business vision.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Motivation</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Determining the &lsquo;Why&rsquo; for their staff and developing an understanding of emotions in a business context.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">What Motivates?</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Looking at specific motivators for individuals and understanding that everyone is motivated by different things.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Being Consistently Different</strong>&nbsp;</span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&ndash; Going against popular leadership theory and identifying that each staff member needs to be treated differently.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Dealing With Difficult Team Members</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Understanding why team members are difficult. Looking at different behavior types and strategies for responding to them. Also, realizing that &lsquo;difficult&rsquo; behavior sometimes has its benefits.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Coaching</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Using a simple method of coaching, including action plans.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Three Key Skills of Coaching</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Looking at the skills required to be an effective coach.</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Instant Results Coaching</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Coaching in a hurry!</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Can Do Coaching Practice</strong></span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;&ndash; Putting the learning into practice</span></p></li></ul><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Course Feature:</strong></span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">By the end of this training you will be able to:</span></p><ul fr-original-style="" style="box-sizing: border-box;"><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Explain the qualities of an effective leader</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Benchmark themselves against those qualities and develop actions to improve</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Explain the difference between leading and managing</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Explain the value of sharing the business vision with the team</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Develop team goals based on the business vision</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Motivate their staff by understanding their drivers and developing actions to support them</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Deal with difficult staff members</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Challenge staff in a meaningful and effective way</span></p></li><li dir="ltr" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Coach staff effectively using a simple process</span></p></li></ul><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Certification:</strong></span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Once after the training you receive course completion certificate from Mangates</span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Who can Attend?</strong></span></p><p dir="ltr" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">Anybody who is interested in learning Effective Skills to Lead a Team.</span></p>

Certificate: Course Completion Certificate | Language: English
Duration: 1 Day | Credits: 8 PDUs
Course Delivery: Classroom | Virtual Live
Lunch and Beverages are included in a classroom session
Course Overview:
Communication Skills are the most highly valued skills in today’s business environment. Successful professionals who add value to their companies communicate clearly, accurately and effectively. Poor communication skills, on the other hand, restrict even the most talented professionals from getting ahead in the business world.
Communication Skills intensive is a cutting edge training program designed to help today’s business professionals take their communication skills and effectiveness to the next level. It immerses you into the most advanced and innovative communication techniques.
You will dive deep into all forms of verbal, non-verbal and written communication, and come out with a developed sense of personal communication style that will help you to connect with, communicate to, and inspire people around you. The ability to communicate information accurately, clearly and as intended, is a vital life skill and something that should not be overlooked. It’s never too late to work on your communication skills and by doing so improve your quality of life.
Learning Objectives:
Script yourself with clear, compelling and well-developed messages that reflect your thinking .
Speak with vision and a logical structure that drives home your points.
Answer questions confidently.
Develop professional relationships and networks.
Communicate with empathy and compassion .
Inspire people by appealing to their emotions.
Move from an informational to an inspirational and action oriented style when creating and delivering presentations.
Integrate effective slides into your presentations.
Become a more powerful leader and communicator by applying effective strategic planning and writing tactics for enhanced writing speed and fluency.
Target Audience:
There is no Eligibility Criteria for this training, anyone can attend this training
Agenda:
The Science of Effective Human Communication
Frames of Business and Communication
Principles and Strategies for Effective Business Conversations
Art of Giving and Receiving Feedback
How to Listen Effectively and Accurately
Science of Body Language
How to look confident and charismatic
Business Presentation Skills and Strategies
Powerpoint Best Practices
Principles and Techniques for Effective Written Communication
How to write clear, concise and fast at the same time

Mangates

Communication

Coaching Skills

Communication Skills 1 Day Training in Swansea





















































































The sale ends 5 days before the event starts.

Early Bird Fee

The sale ends 10 days before the event starts.

Standard Fee

Bangor

Certificate: Course Completion Certificate | Language: English
Duration: 1 Day | Credits: 8 PDUs
Course Delivery: Classroom | Virtual Live
Lunch and Beverages are included in a classroom session

Course  Overview:
This report writing training is aimed at people who are new to report writing or who need to improve their report writing skills. As you would expect from us, this is not a programme covering theory alone. You are expected to put into practice what they are learning as they go through the day.
This training will help you to develop the report writing skills of your participants and ensure you deliver a successful report writing training course.
Course Topics:
Section One – Introduction to Report Writing
This section covers the key principles of report writing and lays the foundation for the remainder of the day’s activities. Topics covered include:
 Why a report?
Why are some reports ineffective?
Basic Principles of Report Writing
Structure of Business Reports
Section Two – Plan and Prepare
This section looks at a number of techniques to help report writers prepare before                beginning the task of writing. Great emphasis is placed on planning and preparing. We consider this to be the key to effective report writing. Topics Include:
Purpose of the Report
Knowing your Readers
Generating Ideas
Sources of Information
The Extended Pyramid
Report Outline
Section Three – Write the Report
Participants work on an actual report or develop one from a brief provided by us.  This section builds on the principles already covered and we also cover topics such as:
Getting Started
Overcoming Writer's Block
Language
Section Four – Check and Edit
In this final section we consider the importance of checking and editing reports     before submitting. We suggest an approach that gives the best chance of ensuring that  participants present professional reports to their readers.
Participants get the opportunity to practice their checking techniques using the reports they produced earlier.
Course Feature:
By the end of this report writing training you will be able to:
Prepare and plan reports that meet their intended purpose
Produce reports that conform to an established and acceptable structure
Proofread and edit their reports effectively before submitting them to their intended readers
Certification:
Once after the training you receive course completion certificate from Mangates
Who can Attend?
Anybody who is interested in learning Report Writing Skills.

Financial Reporting

Writing Skills

Report Writing 1 Day Training in Bangor

Chorley

Certificate: Course Completion Certificate | Language: English
Duration: 1 Day | Credits: 8 PDUs
Course Delivery: Classroom | Virtual Live
Lunch and Beverages are included in a classroom session

Course Overview:
This practical sales skills training has been developed for salespeople or people who are required to sell as part of their role. This course is applicable for both people relatively new to sales as well as those who have a lot of experience as the content is flexible enough to adapt to suit the audience.
If you want your team to exceed sales targets and gain instant results, this sales training is for you!
Course Contents:
The core aim of this sales skills training is to provide you with a set of tools that can be practicably used in your role as salesperson
The skills provided are simply a collection of valuable methods of achieving sales. There are many tips and techniques that will be incredibly useful and will help you personally develop a successful sales approach whilst enhancing your performance.
Course Topics:
The skills have been produced from many year’s experience in sales and have been tried and tested in a business environment.
Introduction, the 80:20 Rule – Why 20% of salespeople produce 80% of the business
The Perfect Salesperson –  What makes a perfect salesperson and how do the participants individually compare? An exercise which helps the participants appreciate that they need to develop further
Goal Setting – Why and how to set personal performance goals. Followed by an exercise on setting these goals
Build Trust – Developing trust and rapport with a prospect and understanding why this is crucial to their success.
Ask the Right Questions – Developing questioning skills and realising that it is often questions that will develop sales rather than a just a good pitch. With example questions
Engage the Customer – Understanding the life time value of a customer, serving them better and ensuring they perceive the value of the relationship
Be Specific – Adapting their approach to suit the individual customer with an activity related to identifying the specific benefits to the customer
Make Your Customer Smarter – Realizing that customers are now more willing to be educated on products and services and often have already researched prior to the sales conversation. How to deal with this with regards the participants specific products/service
Maximize Your Efficiency – Learning from missed sales and developing further skills to overcome this
Catch Yourself Doing it Right – You can learn from good stuff too!
Know Your Products – An in-depth look at specific products and how to educate themselves in order to maximize sales through product knowledge
Develop a Competitive Advantage – A series of questions that will put the participants one step ahead of the competition
Handle Objections – Identifying typical objections and preparing responses to them in order to practice until they are welcomed with open arms. Also includes set techniques to overcome objections
Ask for the Business – Ensuring the participants can spot buying signals and know how to respond to them in order to lead the prospect to close. Specific advice on closing questions
Follow Up After the Sale – Ensuring that the complete sales process is seamless and the participants understand their responsibilities with regard to creating an exceptional customer experience
Apply the Skills in Your Role – A session on ensuring the learning from the session is practically applied in the participant's role.
Course Feature:
At the end of this sales skills training course your participants will be able to:
Explain what sets the best salespeople apart
Follow set personal goals to sales success
Use a series of practical sales skills to increase their selling potential
Practically apply these skills to their sales role
Certification:
Once after the training you receive course completion certificate from Mangates
Who can Attend?
Anybody who is interested in learning Practical Sales Skills.

Practical Sales Skills 1 Day Workshop in Chorley

Practical Sales Skills 1 Day Workshop in Bangor

Certificate: Course Completion Certificate | Language: English
Duration: 1 Day | Credits: 8 PDUs
Course Delivery: Classroom | Virtual Live
Lunch and Beverages are included in a classroom session
Course Overview:
Events do not just happen, they take time to plan, develop, and create. This workshop is designed to give your participants the tools needed to host a great event. They will touch on planning and administrative techniques that will give them the confidence to run an engaging event that will leave a positive and lasting impression on each attendee.
With our Event Planning workshop y,our participants will explore ways to work with vendors, security, technicians, and wait staff. They will touch on different event types such as awards ceremonies, charity events, and business conferences. By utilizing the correct skill set you will be provided the details to pull off a successful event.
Target Audience:
Anybody who is interested in learning Event Planning Skills
Learning Objectives:
By the end of the course, participants will be able to understand:
Types of Events
Brainstorming
Types of Entertainment
Support Staff
Technical Staff
Vendors
Finalize the Plan
Administrative Tasks
Get Organized
Post Event Activities
Wrapping Up
Agenda:
Module One: Types of Events
Awards
Charity
Conferences and Seminar
Holiday
Case Study
Module One: Review Questions
Module Two: Brainstorming
Determine the Event’s Purpose
Determine a Theme
Write Down & Review Ideas
Determine a Date
Case Study
Module Two: Review Questions
Module Three: Types of Entertainment
Games
Activities
Speakers
Performers
Case Study
Module Three: Review Questions
Module Four: Support Staff
Security
Valet
Wait Staff
Clean up Crew
Case Study
Module Four: Review Questions
Module Five: Technical Staff
Visual Technician (lighting)
Media Technician (website, Facebook, etc.)
Audio Technician (Sound)
Specialized Electrical Equipment Technician (for performers)
Case Study
Module Five: Review Questions
Module Six: Vendors
Food
Equipment
Decorations and Furnishing
Photography/ Video
Case Study
Module Six: Review Questions
Module Seven: Finalize the Plan
Venue
Registration
Entertainment
Cuisine and Decor
Case Study
Module Seven: Review Questions
Module Eight: Administrative Tasks
Create a Budget
Branding and Marketing
Insurance and Permits
Contracts (for event staff, entertainment, rentals, and vendors)
Case Study
Module Eight: Review Questions
Module Nine: Get Organized
Form a Team
Timeline
Checklists
Backup Plans
Case Study
Module Nine: Review Questions
Module Ten: Post Event Activities
Survey
Share Media (photos and video)
Send Thank you Notes
Start planning the Next Event!
Case Study
Module Ten: Review Questions
Module Eleven: Wrapping Up
Words From The Wise
Review Of The Parking Lot
Lessons Learned
Recommended Reading
Completion Of Action Plans And Evaluations

The Ultimate Guide to Event Planning - 1 Day Workshop in Bangor

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					<div><p>Vanquish a noteworthy customer dealing skill set that will take you to places in the industry. Learn how to read people's body language, use active listening effectively, and remain calm in stressful situations herein this effective well-respected Handling Difficult Customer course. </p><p>The course aims to give you the opportunity to improve your people skills in a way that will set you apart from the competition. Investigate various models of excellent customer service, and techniques for improving the skill sets and approaches that your customer service representatives can quickly learn and implement. You'll also learn to deal with any complaints that come up with professionalism.</p><p>Customers remember service impressions, which lead to ratings and word-of-mouth marketing. This course elaborately explains all about difficult conversations, how to prepare and start from the ground, be active and sympathetic while handling customer complaints, deliver alternative solutions, and set up and disclose impenetrable conversations.</p><p>Enrol in this masterpiece course and get your hands on excellent people expertise!</p></div>
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			<h2><b> Learning outcome</b></h2>		</div>
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										<span>Familiar yourself with the recent development and updates of the relevant industry</span>
									</li>
								<li>
											<span>
													</span>
										<span>Know how to use your theoretical knowledge to adapt in any working environment</span>
									</li>
								<li>
											<span>
													</span>
										<span>Get help from our expert tutors anytime you need</span>
									</li>
								<li>
											<span>
													</span>
										<span>Access to course contents that are designed and prepared by industry professionals</span>
									</li>
								<li>
											<span>
													</span>
										<span>Study at your convenient time and from wherever you want</span>
									</li>
						</ul>
				</div>
				</div>
						</div>
			</div>
		</div>
						</div>
			</div>
		</section>
				<section>
						<div>
				<div>
				<div>
			<div>
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				<div>
				<div>
					</div>
				</div>
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				<div>
					
			</div>
				</div>
						</div>
			</div>
		</div>
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			</div>
		</section>
				<section>
						<div>
				<div>
				<div>
			<div>
					<div>
				<div>
				<div>
			<h2> <b>Why should I take this course?</b></h2>		</div>
				</div>
				<div>
				<div>
					<ul>
							<li>
											<span>
													</span>
										<span>Affordable premium-quality E-learning content, you can learn at your own pace.</span>
									</li>
								<li>
											<span>
													</span>
										<span>You will receive a completion certificate upon completing the course.</span>
									</li>
								<li>
											<span>
													</span>
										<span>Internationally recognized Accredited Qualification will boost up your resume.</span>
									</li>
								<li>
											<span>
													</span>
										<span>You will learn the researched and proven approach adopted by successful people to transform their careers.</span>
									</li>
								<li>
											<span>
													</span>
										<span>You will be able to incorporate various techniques successfully and understand your customers better.</span>
									</li>
						</ul>
				</div>
				</div>
						</div>
			</div>
		</div>
						</div>
			</div>
		</section>
				<section>
						<div>
				<div>
				<div>
			<div>
					<div>
				<div>
				<div>
			<h2> <b>Requirements</b></h2>		</div>
				</div>
				<div>
				<div>
					<ul>
							<li>
											<span>
													</span>
										<span>No formal qualifications required, anyone from any academic background can take this course.</span>
									</li>
								<li>
											<span>
													</span>
										<span>Access to a computer or digital device with internet connectivity.</span>
									</li>
						</ul>
				</div>
				</div>
						</div>
			</div>
		</div>
						</div>
			</div>
		</section><div>
                            <div>
                                <h2>Course Curriculum</h2>
                            </div>
                            			<div>
				

<div>
<table width="100%">				<tbody><tr>
					<td colspan="4"><strong>Introduction</strong></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Introduction - Welcome from Alan Stevens</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Difficult Conversations</strong></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Why Are Some Conversations Difficult?</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Preparation</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Set-Up and Room Layout</td><td><span>🕐 00:03:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>How to Start the Conversation</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Active Listening and Responding</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Ask Open and Supportive Questions</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Focus on Facts, Not Personalities</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Use of Tone and Body Language</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Exploring Alternative Solutions</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Handling Challenge</td><td><span>🕐 00:03:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>How to Close a Difficult Conversation</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Conclusions</strong></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Summary - What We've Covered</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Thank You and Next Steps</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Mock Exam</strong></td>
				</tr>
								<tr>
					<td><i></i></td>
					<td>Mock Exam - Handling Difficult Customers</td><td><span>🕐 00:20:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Final Exam</strong></td>
				</tr>
								<tr>
					<td><i></i></td>
					<td>Final Exam - Handling Difficult Customers</td><td><span>🕐 00:20:00</span></td>
				</tr>
				</tbody></table></div>

			</div>
		                        </div>

Vanquish a noteworthy customer dealing skill set that will take you to places in the industry. Learn how to read people's body language, use active listening effectively, and remain calm in stressful situations herein this effective well-respected Handling Difficult Customer course. 
The course aims to give you the opportunity to improve your people skills in a way that will set you apart from the competition. Investigate various models of excellent customer service, and techniques for improving the skill sets and approaches that your customer service representatives can quickly learn and implement. You'll also learn to deal with any complaints that come up with professionalism.
Customers remember service impressions, which lead to ratings and word-of-mouth marketing. This course elaborately explains all about difficult conversations, how to prepare and start from the ground, be active and sympathetic while handling customer complaints, deliver alternative solutions, and set up and disclose impenetrable conversations.
Enrol in this masterpiece course and get your hands on excellent people expertise!
 Learning outcome
Familiar yourself with the recent development and updates of the relevant industry
Know how to use your theoretical knowledge to adapt in any working environment
Get help from our expert tutors anytime you need
Access to course contents that are designed and prepared by industry professionals
Study at your convenient time and from wherever you want
 Why should I take this course?
Affordable premium-quality E-learning content, you can learn at your own pace.
You will receive a completion certificate upon completing the course.
Internationally recognized Accredited Qualification will boost up your resume.
You will learn the researched and proven approach adopted by successful people to transform their careers.
You will be able to incorporate various techniques successfully and understand your customers better.
 Requirements
No formal qualifications required, anyone from any academic background can take this course.
Access to a computer or digital device with internet connectivity.
Course Curriculum
Introduction			
▶	Introduction - Welcome from Alan Stevens	🕐 00:02:00
Difficult Conversations			
▶	Why Are Some Conversations Difficult?	🕐 00:02:00
▶	Preparation	🕐 00:02:00
▶	Set-Up and Room Layout	🕐 00:03:00
▶	How to Start the Conversation	🕐 00:02:00
▶	Active Listening and Responding	🕐 00:02:00
▶	Ask Open and Supportive Questions	🕐 00:02:00
▶	Focus on Facts, Not Personalities	🕐 00:01:00
▶	Use of Tone and Body Language	🕐 00:02:00
▶	Exploring Alternative Solutions	🕐 00:01:00
▶	Handling Challenge	🕐 00:03:00
▶	How to Close a Difficult Conversation	🕐 00:02:00
Conclusions			
▶	Summary - What We've Covered	🕐 00:01:00
▶	Thank You and Next Steps	🕐 00:01:00
Mock Exam			
	Mock Exam - Handling Difficult Customers	🕐 00:20:00
Final Exam			
	Final Exam - Handling Difficult Customers	🕐 00:20:00

Skill Up

Online Course Marketing

Professional Skills

Meeting Skills

Counselling Skills

Study Skills

Dealing With Difficult Customers

Vanquish a noteworthy customer dealing skill set that will take you to places in the industry. Learn how

Handling Difficult Customers

General Admission

Paisley

Certificate: Course Completion Certificate | Language: English
Duration: 1 Day | Credits: 8 PDUs
Course Delivery: Classroom | Virtual Live
Lunch and Beverages are included in a classroom session
Course Overview:
The meaning of Soft Skills can sometimes be difficult to describe. It can be that unique attribute or characteristic that facilitates great communication. It can be the special way that you show confidence in a challenging situation. The events can become more easily managed with this great workshop.
With our 10 Soft Skills You Need workshop your participants will begin to see how important it is to develop a core set of soft skills. By managing and looking at how people interact and seeing things in a new light, your participants will improve almost every aspect of their careers.
Target Audience:
Professionals who are interested in learning 10 Soft Skills.
Learning Objectives:
After completing this course, Individuals will be able to demonstrate their understanding of:
What are Soft Skills?
Effective Communication
Teamwork
Problem Solving
Time Management
Attitude and Work Ethic
Adaptability/Flexibility
Self-Confidence
Ability to Learn From Criticism
Networking
Agenda:
Module One: What are Soft Skills?
Definition of Soft Skills
Empathy and the Emotional Intelligence Quotient
Professionalism
Learned vs. Inborn Traits
Case Study
Module One: Review Questions
Module Two: Soft Skill 1: Communication
Ways We Communicate
Improving Non-Verbal Communication
Listening
Openness and Honesty
Case Study
Module Two: Review Questions
Module Three: Soft Skill 2: Teamwork
Identifying Capabilities
Get Into Your Role
Learn the Whole Process
The Power of Flow
Case Study
Module Three: Review Questions
Module Four: Soft Skill 3: Problem Solving
Define the Problem
Generate Alternative Solutions
Evaluate the Plans
Implementation and Re-evaluation
Case Study
Module Four: Review Questions
Module Five: Soft Skill 4: Time Management
The Art of Scheduling
Prioritizing
Managing Distractions
The Multitasking Myth
Case Study
Module Five: Review Questions
Module Six: Soft Skills 5 and 6: Attitude and Work Ethic
What Are You Working For?
Caring for Others vs. Self
Building Trust
Work Is Its Own Reward
Case Study
Module Six: Review Questions
Module Seven: Soft Skill 7: Adaptability/Flexibility
Getting over the Good Old Days Syndrome
Changing to Manage Process
Changing to Manage People
Showing You"'re Worth Your Weight in Adaptability
Case Study
Module Seven: Review Questions
Module Eight: Soft Skill 8: Self-Confidence
Confident Traits
Self-Questionnaire
Surefire Confidence Building Tactics
Build Up Others
Case Study
Module Eight: Review Questions
Module Nine: Soft Skill 9: Ability to Learn From Criticism
Wow, You Mean I’m Not Perfect?
Listen With An Open Mind
Analyze and Learn
Clear the Air and Don"t Hold Any Grudges
Case Study
Module Nine: Review Questions
Module Ten: Soft Skill 10: Networking
Redefining Need
Identifying Others" Interests
Reaching Out
When to Back Off
Case Study
Module Ten: Review Questions
Module Eleven: Wrapping Up
Words From The Wise
Review Of The Parking Lot
Lessons Learned
Recommended Reading
Completion Of Action Plans And Evaluations

10 Soft Skills You Need 1 Day Training in Paisley

Building Better Careers with Soft Skills: 1-Day Workshop in Paisley

Tonbridge

10 Soft Skills You Need 1 Day Training in Tonbridge

Building Better Careers with Soft Skills: 1-Day Workshop in Tonbridge

Corby

10 Soft Skills You Need 1 Day Training in Corby

Building Better Careers with Soft Skills: 1-Day Workshop in Corby

Belfast

10 Soft Skills You Need 1 Day Training in Belfast

Building Better Careers with Soft Skills: 1-Day Workshop in Belfast

Southampton

Portsmouth

Rotherham

Manchester

Leeds

Newport

Peterborough

Milton Keynes 

Dartford

Derby

Birmingham

Luton

Hull

Berkshire

Bedford

Liverpool 

Essex

ONLINE STUDY - In your own time (approx. 6 hours study time) +
CLASSROOM SESSION - Morning, Afternoon or Evening session (approx. 3 hours)



Awarding Body: Open College Network (OCN) Credit for Learning
Award Level: Level 4 (Foundation Degree Level) - Ireland Level 6
CPD Certified: Yes (CPD Accreditation)
Minimum Age: 18 (16 with parental consent)
Entry requirements: None. (English Level 2 desirable)
Training Locations: Study online + Classroom
 
OCN Accredited at UK Level 4 (Ireland Level 6)

 
PART 1 - Theory: Complete this part of your course online at home or work in your own time (stop and start learning when it suits you). Can be completed on multiple devices - smart phones, kindle, laptop, tablet etc.

PART 2 - Skills and Practical Development:
Covers advanced specialised phlebotomy techniques to give you the leading edge as a phlebotomist. Learn to use a wide range of non-routine equipment.


Attend a classroom location to complete your practical training.


Please make sure you verify the precise dates and timings of your course when you receive your booking confirmation, as it may vary from the information provided above.


Course Itinerary:
PART 1 - THEORY (ONLINE)
M00 - Introduction:
Learning outcomes, Assumptions and Overview.
M01 - Basic Phlebotomy - revision:
Recap of basic phlebotomy theory and practice - precursor to
the advanced course.
M02 - Aspirated and Vacuated Systems:
Open systems (Syringe & Needle), closed systems (Vacutainer & Monovette), Alternative closed systems, Using Monovette - aspiration and evacuated techniques, monovette adapter systems.
M03 - Specialised and Advanced Phlebotomy Equipment:
The centrifuge - overview. Safe operation and use. Managing a centrifuge breakage or spillage.
Equipment and practices in unusual situations.
Patients with special needs and requiring specific attention.
Equipment preparation for blood samples that are collected at
0 degrees, 37 degrees C and other non-standard conditions.
A look at advances in technology and how to use the latest devices.
M04 - Point of Care Testing:
What is POC Testing? Advantages, Disadvantages and Clinical
Outcomes. Comparison of POC with lab testing. 10 common POC tests. Roles for phlebotomists performing POC Tests.
M05 - Neonates and Children:
Sample collection from new-born to pre-adult. A detailed overview of legal principles of law including child consent and child protection for phlebotomists. Neonatal and child blood collection equipment.
A comprehensive look at heel and finger-prick procedures including
microtainers, lancets and capillary tube collection. Detailed heel prick procedure. Paediatric finger prick collection. The life-threatening hazard of over-collecting. Communication techniques in differing age bands.
Consent and the law. Basic principles of lawful consent for neonates and paediatric patients. Child protection.
Detailed analysis of neonatal and paediatric blood collection including Guthrie card collection. Neonatal bottles - colours and tests. Paediatric blood gases collection.
Butterfly needles - when to use. Blood tests during pregnancy. Neonatal blood screening - nine conditions covered. Bilirubin in neonates.
M06 - Geriatric Patients:
The challenges of phlebotomy in older people. Understanding skin changes and venepuncture implications. A profile of common
geriatric blood tests. Age related problems. Procedural precautions.
M07 - Special Procedures:
Drawing blood from back of hand. Drawing blood from lower limb veins. Managing the unwilling or difficult patient. Managing the psychiatric patient. Managing the isolated patient. Non-routine blood tests. Managing the latex allergy patient (type 1 and type 4 reactions). Latex indicators. Sample handling - non-routine procedures. Drug trials and research projects.
M08 - Special Tests and Sample Handling Procedures:
A look at sample collection at specific times of day and night,
samples that are protected from light, collected on ice and
collected at body temperature. Procedures for each group - collection notes, analytic time, optimal collection time and notes for each group.
M09 - Advanced Phlebotomy Tasks:
Additional procedures. Maintaining POC equipment. Stock control and stock rotation. Quality control. Data entry. Product evaluation. Training and competency evaluation.
M10 - Alternative Environments:
A step-by-step look at non-clinical phlebotomy environments including private testing, DEFRA, forensic and police, cord blood collection, DNA analysis, veterinary services, overseas and volunteering.

PLEASE NOTE THAT PART 1 SHOULD BE COMPLETED
BEFORE JOINING US FOR YOUR PRACTICAL TRAINING

PART 2 (CLASSROOM)
MORNING , AFTERNOON OR EVENING SESSION:

1 - Welcome, introductions and overview:
- Classroom - health & safety briefing, schedule overview.
- Virtual Classroom - audio/visual checks and registration. Unpacking and overview of your training kit.
2 - Syringe and Needle (open system): Correct use and applications.
3 - Monovette (open and closed systems):
Using the Monovette system in aspiration mode - correct use and applications.
Using the Monovette system in evacuated mode - correct use and applications.
4 - IR Vein Detector:
Demonstration of the IR vein detector for assisting in detection of difficult veins.
5 - Veins in back of hand:
Detecting suitable veins in the back of the hand.
6 - POC testing:
Point of Care Testing - use of glucose meter to demonstrate a typical POC test procedure. Correct use and overview of other POC test devices.
7 - Using lancets (finger collection)
We look at the correct use of lancets for POC testing and whole blood micro-collection.
8 - Using lancets (heel collection)
We look at the correct use of lancets for neonatal blood spot tests (Guthrie Test).
9 - Capillary collection
Using glass capillary tubes for micro-collection. Correct use and handling.
10 - Microtube collection
Correct use of BD Microtainers (and similar micro-collection bottles) - collection and handling.

This course is supported with downloadable resources and may include extra video segments to reinforce your practical training.
 
(THE COURSE DELIVERY AWARDS SAME NATIONALLY RECOGNISED AND DUALLY ACCREDITED QUALIFICATION AS OUR VIRTUAL CLASSROOM COURSE VERSION)



Geopace Training

Allied Health

Allied Health Professions (AHP)

Blood Taking

Healthcare Workers

Venepuncture

Phlebotomist

Phlebotomy

Accredited Phlebotomy

Healthcare

The UK's first and only Level 4 qualification in Phlebotomy (equivalent to Ireland Level 6)

    FDSc (Foundation Degree Level) qualification

    Nationally Recognised certificate

    Dually accredited: Open College Network  and CPD

    Covers both aspirated and evacuated systems

    Covers specialised blood collection systems & methods

    Classroom or Virtual Classroom learning options

    Comprehensive Training Kit is provided when booking our Virtual Classroom option (yours to keep)

    Complete your training from beginner to advanced level

    This course either follows on from our Introduction to Phlebotomy Course  or can be combined with our introductory course as part of a course package (see below)

    Available to candidates who have completed (or are currently enrolled to complete) our Introduction to Phlebotomy Course or have previous phlebotomy practical experience.


Advanced Phlebotomy - Skills & Techniques (GPT005)

Loughborough

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		<div>
			
			<p>This session is for anyone who is faced with a difficult situation at work which would benefit from having a positive and mutually beneficial resolution.</p>
			<div><i></i> 2 x 180mins</div>
			<div><i></i>  £445.00 incl. VAT</div>
			
			
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			<p>Want to run this event in-house?  Enquire about running this event in-house </p>
			
		</div>

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			<p>Interested in attending? Have a suggestion about running this event near you?<br />Register your interest now</p>
			
		</div>
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		<h3>Description</h3>
		<p></p><h4><span>This session is for anyone who is faced with a difficult situation at work which would benefit from having a positive and mutually beneficial resolution.<br /></span></h4>
<h4><span>We will look at what constitutes a Difficult Conversation; the negative feelings that these types of situations generate which can lead to avoidance; and the benefits to both parties of talking and seeking a positive outcome.<br /></span></h4>
<h4><span>We will move on to explore the conversation itself in terms of preparation; the process including the opening which is the part which people often find the hardest.<br /></span></h4>
<h4><span>&gt;We will finish the session off by giving the participants the opportunity to experience the opening through a rolling role play using a case study. <br /></span></h4>
<p> </p>
<p><strong>Available as private Face to Face and virtual sessions (max 12 delegates) - £1,745 Plus VAT</strong></p>
<p> </p>
<p></p>
	
		<h3>Modules/Lessons</h3>
		<p></p><h3>By the end of the session Participants will be able to:</h3>
<ul>
<li>Define what a Difficult Conversation is.</li>
<li>Describe the benefits of having these conversations and why we often avoid them.</li>
<li>Explain what they can do to prepare for a Difficult Conversation.</li>
<li>List the different stages in the Difficult Conversation process.</li>
<li>Demonstrate their ability to open a Difficult Conversation in a role play situation.</li>
</ul>
<p></p>

This session is for anyone who is faced with a difficult situation at work which would benefit from having a positive and mutually beneficial resolution.
2 x 180mins £445.00 incl. VAT
Want to run this event in-house? Enquire about running this event in-house 
Interested in attending? Have a suggestion about running this event near you?
Register your interest now
Description

This session is for anyone who is faced with a difficult situation at work which would benefit from having a positive and mutually beneficial resolution.
We will look at what constitutes a Difficult Conversation; the negative feelings that these types of situations generate which can lead to avoidance; and the benefits to both parties of talking and seeking a positive outcome.
We will move on to explore the conversation itself in terms of preparation; the process including the opening which is the part which people often find the hardest.
>We will finish the session off by giving the participants the opportunity to experience the opening through a rolling role play using a case study.
 
Available as private Face to Face and virtual sessions (max 12 delegates) - £1,745 Plus VAT
 

Modules/Lessons

By the end of the session Participants will be able to:
Define what a Difficult Conversation is.
Describe the benefits of having these conversations and why we often avoid them.
Explain what they can do to prepare for a Difficult Conversation.
List the different stages in the Difficult Conversation process.
Demonstrate their ability to open a Difficult Conversation in a role play situation.


Mpi Learning - Professional Learning And Development Provider

This session is for anyone who is faced with a difficult situation at work which would benefit from having a positive and mutually beneficial resolution.

Handling Difficult Conversations

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			<h2>Description</h2>		</div>
				</div>
				<div>
				<div>
			<p>The Managing Difficult Conversation course is an attempt to demonstrate how to master difficult conversations at work. In particular, difficult conversations transpire in all spheres of our life, and they surely are at the core of our professional life. Difficult conversations are a significant part of every leader's job.</p>		</div>
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				<h2>Learning outcome</h2>
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													</span>
										<span>Understand the circumstances that lead to difficult conversations.</span>
									</li>
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													</span>
										<span>Learn ways of handling difficult conversations.</span>
									</li>
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											<span>
													</span>
										<span>Understand how to use empathy to facilitate a conversation.</span>
									</li>
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													</span>
										<span>Ask open and supportive questions.</span>
									</li>
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											<span>
													</span>
										<span>Use tone and body language to great effect.</span>
									</li>
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											<span>
													</span>
										<span>Handle challenges whilst remaining calm.</span>
									</li>
								<li>
											<span>
													</span>
										<span>Learn how to reach an agreement and close the conversation gracefully.</span>
									</li>
						</ul>
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																					</div>
				</div>
				</div>
				<div>
				<div>
			<h2>Requirements</h2>		</div>
				</div>
				<div>
				<div>
					<ul>
							<li>
											<span>
													</span>
										<span>Learners of all backgrounds and qualifications looking for relevant qualifications can enroll in this course. </span>
									</li>
						</ul>
				</div>
				</div>
						</div>
			</div>
		</div>
						</div>
			</div>
		</section>
				<section>
						<div>
				<div>
				<div>
			<div>
					<div>
				<div>
				<h2>Why should I take this course?</h2>
				</div>
				<div>
				<div>
					<ul>
							<li>
											<span>
													</span>
										<span>High-quality e-learning content. </span>
									</li>
								<li>
											<span>
													</span>
										<span>Course completion certificate.</span>
									</li>
								<li>
											<span>
													</span>
										<span>Learn practical ways of handling difficult conversations.</span>
									</li>
								<li>
											<span>
													</span>
										<span>Recognize the warning signs of impending aggression.</span>
									</li>
								<li>
											<span>
													</span>
										<span>Communicate effectively in order to build stronger relationships and better outcomes.</span>
									</li>
								<li>
											<span>
													</span>
										<span>Perfect course for managers who are responsible to help every team member improve.</span>
									</li>
						</ul>
				</div>
				</div>
						</div>
			</div>
		</div>
						</div>
			</div>
		</section>
						</div>
			</div>
		</div>
						</div>
			</div>
		</section><div>
                            <div>
                                <h2>Course Curriculum</h2>
                            </div>
                            			<div>
				

<div>
<table width="100%">				<tbody><tr>
					<td colspan="4"><strong>Introduction</strong></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Introduction - Welcome from Alan Stevens</td>
					<td><span>FREE</span> </td>
					<td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Difficult Conversations</strong></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Why Are Some Conversations Difficult?</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Preparation</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Set-Up and Room Layout</td><td><span>🕐 00:03:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>How to Start the Conversation</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Active Listening and Responding</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Ask Open and Supportive Questions</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Focus on Facts, Not Personalities</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Use of Tone and Body Language</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Exploring Alternative Solutions</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Handling Challenge</td><td><span>🕐 00:03:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>How to Close a Difficult Conversation</td><td><span>🕐 00:02:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Conclusions</strong></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Summary - What We've Covered</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td>▶</td>
					<td>Thank You and Next Steps</td><td><span>🕐 00:01:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Mock Exam</strong></td>
				</tr>
								<tr>
					<td><i></i></td>
					<td>Mock Exam - Managing Difficult Conversations</td><td><span>🕐 00:20:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Final Exam</strong></td>
				</tr>
								<tr>
					<td><i></i></td>
					<td>Final Exam - Managing Difficult Conversations</td><td><span>🕐 00:20:00</span></td>
				</tr>
								<tr>
					<td colspan="4"><strong>Order Your Certificate</strong></td>
				</tr>
								<tr>
					<td><i></i></td>
					<td>Order Your Certificate</td><td><span>🕐 00:00:00</span></td>
				</tr>
				</tbody></table></div>

			</div>
		                        </div>

Description
The Managing Difficult Conversation course is an attempt to demonstrate how to master difficult conversations at work. In particular, difficult conversations transpire in all spheres of our life, and they surely are at the core of our professional life. Difficult conversations are a significant part of every leader's job.
Learning outcome
Understand the circumstances that lead to difficult conversations.
Learn ways of handling difficult conversations.
Understand how to use empathy to facilitate a conversation.
Ask open and supportive questions.
Use tone and body language to great effect.
Handle challenges whilst remaining calm.
Learn how to reach an agreement and close the conversation gracefully.
Requirements
Learners of all backgrounds and qualifications looking for relevant qualifications can enroll in this course.
Why should I take this course?
High-quality e-learning content.
Course completion certificate.
Learn practical ways of handling difficult conversations.
Recognize the warning signs of impending aggression.
Communicate effectively in order to build stronger relationships and better outcomes.
Perfect course for managers who are responsible to help every team member improve.
Course Curriculum
Introduction			
▶	Introduction - Welcome from Alan Stevens	FREE	🕐 00:02:00
Difficult Conversations			
▶	Why Are Some Conversations Difficult?	🕐 00:02:00
▶	Preparation	🕐 00:02:00
▶	Set-Up and Room Layout	🕐 00:03:00
▶	How to Start the Conversation	🕐 00:02:00
▶	Active Listening and Responding	🕐 00:02:00
▶	Ask Open and Supportive Questions	🕐 00:02:00
▶	Focus on Facts, Not Personalities	🕐 00:01:00
▶	Use of Tone and Body Language	🕐 00:02:00
▶	Exploring Alternative Solutions	🕐 00:01:00
▶	Handling Challenge	🕐 00:03:00
▶	How to Close a Difficult Conversation	🕐 00:02:00
Conclusions			
▶	Summary - What We've Covered	🕐 00:01:00
▶	Thank You and Next Steps	🕐 00:01:00
Mock Exam			
	Mock Exam - Managing Difficult Conversations	🕐 00:20:00
Final Exam			
	Final Exam - Managing Difficult Conversations	🕐 00:20:00
Order Your Certificate			
	Order Your Certificate	🕐 00:00:00

Master Your Emotions

Management Skills

Description The Managing Difficult Conversation course is an attempt to demonstrate how to master difficult conversations at work. In particular,

Managing Difficult Conversations

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Do you avoid difficult conversations?&nbsp;</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Maybe you avoid certain topics or uncomfortable conversations with certain people.&nbsp;</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Whatever the reason, avoiding &#39;clearing the air&#39; will almost always have long term, negative consequences. Even if you can&#39;t see the impact of not dealing with the pressing issue, the resentment can build up until one day, someone will explode.&nbsp;</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">During this two hour session, we will look at:</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">What is a difficult conversation?</li><li fr-original-style="" style="box-sizing: border-box;">What makes difficult conversations even more difficult?</li><li fr-original-style="" style="box-sizing: border-box;">How to prepare for difficult conversations</li><li fr-original-style="" style="box-sizing: border-box;">Understanding and managing emotions - awareness</li><li fr-original-style="" style="box-sizing: border-box;">Seeking help</li><li fr-original-style="" style="box-sizing: border-box;">Providing constructive feedback</li></ul><div fr-original-style="" style="box-sizing: border-box;">After the session, you will be able to recognise your own barriers to approaching difficult conversations, prepare for meetings to minimise negative outcomes and manage emotions, both yours and the other persons more effectively.&nbsp;</div><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></p>

Do you avoid difficult conversations? 
Maybe you avoid certain topics or uncomfortable conversations with certain people. 
Whatever the reason, avoiding 'clearing the air' will almost always have long term, negative consequences. Even if you can't see the impact of not dealing with the pressing issue, the resentment can build up until one day, someone will explode. 
During this two hour session, we will look at:
What is a difficult conversation?
What makes difficult conversations even more difficult?
How to prepare for difficult conversations
Understanding and managing emotions - awareness
Seeking help
Providing constructive feedback
After the session, you will be able to recognise your own barriers to approaching difficult conversations, prepare for meetings to minimise negative outcomes and manage emotions, both yours and the other persons more effectively.



Neupauer Ltd

Conflict Resolution

Conflict Management

Workplace Communication

Business Relationship Management (BRM)

Communication Skills

Do you avoid difficult conversations? 
"When you avoid them you trade short term discomfort for long-term dysfunction."
Is it worth it? Join our session to learn how to tackle difficult conversations 


How to tackle difficult conversations 

<p>Difficult customers may not be angry, but difficult to work with for a variety of reasons. We will help you to determine the customer's difficult behavioral 'type' and work with an appropriate strategy. View challenging customers as an opportunity to shine, be your best, and set a great service example.</p><h3>Learning Objectives</h3><p>Describe seven types of difficult customers, Apply strategies for working with each type of difficult customer</p><h3>Target Audience</h3><p>Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams</p>

Difficult customers may not be angry, but difficult to work with for a variety of reasons. We will help you to determine the customer's difficult behavioral 'type' and work with an appropriate strategy. View challenging customers as an opportunity to shine, be your best, and set a great service example.
Learning Objectives
Describe seven types of difficult customers, Apply strategies for working with each type of difficult customer
Target Audience
Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Chart Learning Solutions

Difficult Situations: Dealing with Difficult Customers

Dorset

<h1 id="isPasted" fr-original-style="" style="box-sizing: border-box;">Cosmos Connections and Contemplations</h1><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><span id="isPasted" style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">When was the last time you looked up at the night sky with wide-eyed curiosity, appreciating the magic and awe of the stars? The practice of mindful stargazing is about immersing yourself in the experience of the night time and developing a first-hand, experiential knowledge of what it is not to look out at the Universe, but to &lsquo;be&rsquo; in this vast Universe of ours. <br fr-original-style="" style="box-sizing: border-box;"></span></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">During the evening we&rsquo;ll be exploring a variety of mindful stargazing practices, focussing on contemplating our place within the cosmos and our connections to it &ndash; scientifically, energetically and spiritually.&nbsp;</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Before going outside, we&rsquo;ll practice a cosmic body scan, sensing different parts of our body and how they&rsquo;re made of stuff that was produced in stars billions of years ago. Then as we go outdoors, we&rsquo;ll spend some time immersing ourselves in the experience of the night sky as it is (clear or cloudy), and explore how we can feel part of the cosmos, at home in this vast universe of ours. We&rsquo;ll finish by contemplating some amazing images of space and exploring some of the myths and stories associated with the constellations.</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Hearty supper and hot drinks included.</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Note the event will go ahead whatever the weather.</p><h2 fr-original-style="" style="box-sizing: border-box;">About Mark</h2><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">
Mark Westmoquette is an ex-professional astronomer with 10 years 
research experience, and now is a full-time yoga and mindfulness teacher
 based in London. He is the author of &#39;Mindful Thoughts for Stargazers&#39; 
(2019) and &#39;The Mindful Universe&rsquo; (2020) and has featured on BBC Radio a
 number of times about his mindful stargazing practices. Mark is also a 
Zen Buddhist teacher.</p><h2 id="isPasted" fr-original-style="" style="box-sizing: border-box;">Testimonials<em fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></em></h2><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><em fr-original-style="" style="box-sizing: border-box;">The stargazing event with Mark was absolutely wonderful. The setting, the format, the food and the knowledge that Mark has totally filled my heat and heart with joy, light and awe. &nbsp;I cannot recommend this evening enough. &nbsp;If you just want to find out more of what is up there when we look up; but also find yourself totally grounded to the here and now, then this is the evening of for you. &nbsp;Mark is an absolute wonder. &nbsp;I will keep looking up Mark and dream of floating in the cosmos whilst kissing the earth with every step. &nbsp;Thank you.<br id="isPasted" fr-original-style="" style="box-sizing: border-box;">&ndash;&nbsp;Karen<em id="isPasted" fr-original-style="" style="box-sizing: border-box;">&nbsp;(Nov 22)</em><br fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;">It was a deeply connecting, experiential, immersive and overall delightful event - surprisingly undiminished by the rain and cloud cover! Tokes Farm, Dorset was a perfect venue. You have such a gift for creating a relaxed and engaging atmosphere. The way you brought together your astronomical knowledge, Zen training, yoga and chi gong teaching was and is, a great blessing. My senses were heightened and I felt relaxed, energised and engaged throughout the evening. I felt as though I had travelled to the outer reaches of the universe and back. It was a very enriching, unique opportunity and evening. Thank you!! <br fr-original-style="" style="box-sizing: border-box;">&ndash; Gail (Nov 22)<br fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;">What a thought provoking and stimulating occasion it was. I felt privileged to have had the opportunity to share that time with everyone and your guidance to reset our perspective in every way.<br fr-original-style="" style="box-sizing: border-box;">&ndash;&nbsp;Paul and Rosalie (Feb 23)</em></p>

Cosmic Qigong
An exploration of energy practices (qigong) in movement and stillness designed to help us find a sense of connection to our cosmic self - the view of ourselves as a being from, within, and of, the universe.

Suitable for all who have a curiosity about knowing and feeling our place as part of the universe. The movements will be gentle and accessible to all with reasonable mobility.

About Mark
Mark Westmoquette is an ex-professional astronomer with 10 years research experience, and now is a full-time yoga, qigong, meditation and Zen teacher based in London. He runs regular events and retreats based around ‘mindful stargazing’ and finding connection with the universe. He is the author of ‘The Mindful Universe’ (2020) and ’Zen and the Art of Dealing With Difficult People' (2021).

Mark Westmoquette

Mindfulness

Energy Healing

Meditation

An evening of mindful stargazing practices, focussing on contemplating our place within the cosmos and our connections to it – scientifically, energetically and spiritually. 

Cosmic Qigong, Tuesdays 8pm (ONLINE)

Online

<p id="isPasted" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;"><span style="font-size: 24px; box-sizing: border-box;" fr-original-style="font-size: 24px;">Managing Difficult Employees</span></strong></p>

<p style="font-size: 16px; color: rgb(255, 0, 0); box-sizing: border-box;" fr-original-style="font-size: 16px; color:#FF0000;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">STOP Press: New Website promotion: RRP &pound;69, Offer price just &pound;12.99!</strong>
<br fr-original-style="" style="box-sizing: border-box;">(Limited period only.)</p>

<p style="font-size: 16px; color: var(--text); box-sizing: border-box;" fr-original-style="font-size: 16px;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;"><em fr-original-style="" style="box-sizing: border-box;">As with all ZandaX courses, you can return to re-run, review and revise as often as you like!</em></strong><em fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;">(12 month unlimited single user license)</em></p>

<p style="font-size: 18px; color: var(--text); box-sizing: border-box;" fr-original-style="font-size: 18px;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Course Objectives:</strong></p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">After taking this course, you&#39;ll be able to:</p>
<li fr-original-style="" style="box-sizing: border-box;"> Identify difficult employee types
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Use strategies to manage DEFLECTORS
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Use strategies to manage NON-TEAM PLAYERS
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Use strategies to manage NEGATIVE PERSONALITIES
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Use strategies to manage TROUBLE MAKERS
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Apply these strategies to problems you may have at the moment

<hr fr-original-style="" style="border-color: var(--border-muted); border-style: solid; clear: both; break-after: page; user-select: none; box-sizing: border-box;">

<p id="isPasted" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;"><span style="font-size: 18px; box-sizing: border-box;" fr-original-style="font-size: 18px;">Here&#39;s a great new course that every line manager will value!</span></strong></p>

<p id="isPasted" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">That&#39;s because although most employees are absolutely fine, and some are great, there&#39;s often a small contingent who cause more trouble than the rest combined!
<br fr-original-style="" style="box-sizing: border-box;">These people can present real problems because while their actions are often minor -- or "under the radar" -- their effect is negative, long term -- and destabilizing.</p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;"><em fr-original-style="" style="box-sizing: border-box;">This course has been created to solve this problem!</em></strong></p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">It&#39;s written by people with many years of experience in handling these situations, and every one of our many scenarios has solutions that have been used -- with success -- in real life.</p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">It&#39;s also deliberately structured so that you can use it to address the difficult people you need to deal with right now.</p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">And of course, you can use its lessons as a permanent guide to managing difficult people for many years to come!</p>
<hr fr-original-style="" style="border-color: var(--border-muted); border-style: solid; clear: both; break-after: page; user-select: none; box-sizing: border-box;">

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;"><span style="font-size: 18px; box-sizing: border-box;" fr-original-style="font-size: 18px;">Learn How to Deal With Difficult Employees</span></strong></p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">This course has been designed to help anyone who manages staff to deal with the difficult employees that make life more difficult than necessary, and to do so in a positive and productive way.</p>

<ul fr-original-style="" style="box-sizing: border-box;">
<li fr-original-style="" style="box-sizing: border-box;">First we show you the most common types of <strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Deflectors </strong>- that&#39;s people who don&#39;t share your ideas of team effort, and whose lack of dedication can only sap the strength of your team.</li>
<li fr-original-style="" style="box-sizing: border-box;">Then we move on to <strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Non-Team Players</strong>. These people may contribute, but they also have their own personal agendas.</li>
<li fr-original-style="" style="box-sizing: border-box;">Next, it&#39;s <strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Negative Personalities</strong>: how to prevent the different types of these people from dragging down your team&#39;s morale.</li>
<li fr-original-style="" style="box-sizing: border-box;">Finally, it&#39;s <strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Trouble Makers</strong>. Here, we don&#39;t mean the types of outright rebels who can be dealt with through a disciplinary process, but the more insidious type, who work away from your gaze and sow discontent and disorder. They can often be beaten quite easily!</li>
</ul>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">You should find many ideas in this course to help you, now and in the future, to take situations that often feel frustrating and turn them into positive outcomes.</p>

<hr fr-original-style="" style="border-color: var(--border-muted); border-style: solid; clear: both; break-after: page; user-select: none; box-sizing: border-box;">

<p style="font-size: 18px; color: var(--text); box-sizing: border-box;" fr-original-style="font-size: 18px;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Target Audience:</strong></p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">
If you manage a team, you will encounter difficult employees along the way, some of whom can leave you lost for ideas. So if you want to solve a current problem, or gear up to be able to deal with problem people in the future, then this course is for you!
</p>

<hr fr-original-style="" style="border-color: var(--border-muted); border-style: solid; clear: both; break-after: page; user-select: none; box-sizing: border-box;">

<p style="font-size: 18px; color: var(--text); box-sizing: border-box;" fr-original-style="font-size: 18px;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Pre-Course Requirements</strong></p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">
There are no prior requirements, and even if you don&#39;t manage a team, you may enjoy seeing how difficult employees affect a team -- and how to deal with them.
</p>

<hr fr-original-style="" style="border-color: var(--border-muted); border-style: solid; clear: both; break-after: page; user-select: none; box-sizing: border-box;">

<p style="font-size: 18px; color: var(--text); box-sizing: border-box;" fr-original-style="font-size: 18px;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Career Path:</strong></p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Just think:</strong> how will your management career benefit if you are not distracted by the kind of staff members who just seem to make things so much more difficult than they should be?</p>

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Learn how to identify - and deal with - these people, in a simple, structured way that will solve a lot of your problems, now and well into the future!</p>

<hr fr-original-style="" style="border-color: var(--border-muted); border-style: solid; clear: both; break-after: page; user-select: none; box-sizing: border-box;">

<p style="font-size: 18px; color: var(--text); box-sizing: border-box;" fr-original-style="font-size: 18px;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Course Outline:</strong></p>

</li>
<li fr-original-style="" style="box-sizing: border-box;"> Module Introduction &amp; Workbook Download
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Why Are People Difficult?
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Managing DEFLECTORS
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Managing NON-TEAM PLAYERS
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Managing NEGATIVE PERSONALITIES
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Managing TROUBLE MAKERS
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Solving Your Problems
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Key Takeaways
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Module Test
</li>
<li fr-original-style="" style="box-sizing: border-box;"> Course Wrap Up

<p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">[NOTE: An interactive workbook is provided to support your learning]</p>
</li>

Managing Difficult Employees
STOP Press: New Website promotion: RRP £69, Offer price just £12.99!

(Limited period only.)
As with all ZandaX courses, you can return to re-run, review and revise as often as you like!
(12 month unlimited single user license)
Course Objectives:
After taking this course, you'll be able to:
Identify difficult employee types
Use strategies to manage DEFLECTORS
Use strategies to manage NON-TEAM PLAYERS
Use strategies to manage NEGATIVE PERSONALITIES
Use strategies to manage TROUBLE MAKERS
Apply these strategies to problems you may have at the moment  Here's a great new course that every line manager will value! That's because although most employees are absolutely fine, and some are great, there's often a small contingent who cause more trouble than the rest combined!

These people can present real problems because while their actions are often minor -- or "under the radar" -- their effect is negative, long term -- and destabilizing. This course has been created to solve this problem! It's written by people with many years of experience in handling these situations, and every one of our many scenarios has solutions that have been used -- with success -- in real life. It's also deliberately structured so that you can use it to address the difficult people you need to deal with right now. And of course, you can use its lessons as a permanent guide to managing difficult people for many years to come!
 Learn How to Deal With Difficult Employees This course has been designed to help anyone who manages staff to deal with the difficult employees that make life more difficult than necessary, and to do so in a positive and productive way. 
First we show you the most common types of Deflectors - that's people who don't share your ideas of team effort, and whose lack of dedication can only sap the strength of your team.
Then we move on to Non-Team Players. These people may contribute, but they also have their own personal agendas.
Next, it's Negative Personalities: how to prevent the different types of these people from dragging down your team's morale.
Finally, it's Trouble Makers. Here, we don't mean the types of outright rebels who can be dealt with through a disciplinary process, but the more insidious type, who work away from your gaze and sow discontent and disorder. They can often be beaten quite easily!
 You should find many ideas in this course to help you, now and in the future, to take situations that often feel frustrating and turn them into positive outcomes.  Target Audience: 
If you manage a team, you will encounter difficult employees along the way, some of whom can leave you lost for ideas. So if you want to solve a current problem, or gear up to be able to deal with problem people in the future, then this course is for you!
  Pre-Course Requirements 
There are no prior requirements, and even if you don't manage a team, you may enjoy seeing how difficult employees affect a team -- and how to deal with them.
  Career Path: Just think: how will your management career benefit if you are not distracted by the kind of staff members who just seem to make things so much more difficult than they should be? Learn how to identify - and deal with - these people, in a simple, structured way that will solve a lot of your problems, now and well into the future!  Course Outline:
Module Introduction & Workbook Download
Why Are People Difficult?
Managing DEFLECTORS
Managing NON-TEAM PLAYERS
Managing NEGATIVE PERSONALITIES
Managing TROUBLE MAKERS
Solving Your Problems
Key Takeaways
Module Test
Course Wrap Up [NOTE: An interactive workbook is provided to support your learning]

ZandaX

Sales Manager

Team Leading

Team Leader

Sales Management

Team Management

Learn positive ways to manage the difficult members in your team. 
Includes how to manage deflectors, non-team players, negative personalities, trouble makers and more

Managing Difficult Employees

<p>Give a compliment to your career and take it to the next level. This Dealing With Difficult People will provide you with the essential knowledge and skills required to shine in your professional career. Whether you want to develop skills for your next job or want to elevate skills for your next promotion, this Dealing With Difficult People will help you keep ahead of the pack.</p> <p>The Dealing With Difficult People incorporates basic to advanced level skills to shed some light on your way and boost your career. Hence, you can reinforce your professional skills and essential knowledge, reaching out to the level of expertise required for your position. Further, this Dealing With Difficult People will add extra value to your resume to stand out to potential employers.</p> <p>Throughout the programme, it stresses how to improve your competency as a person in your profession while at the same time it outlines essential career insights in this job sector. Consequently, you'll strengthen your knowledge and skills; on the other hand, see a clearer picture of your career growth in future. By the end of the Dealing With Difficult People, you can equip yourself with the essentials to keep you afloat into the competition.</p> <p>Along with this Dealing With Difficult People course, you will get 10 other premium courses. Also, you will get an original Hardcopy and PDF certificate for the title course and a student ID card absolutely free.</p> <p><strong>This Dealing With Difficult People Bundle Consists of the following Premium courses: </strong></p> <ul> <li><strong>Course 01: </strong>Dealing With Difficult People Training Course</li><li><strong>Course 02: </strong>Workplace Confidentiality<strong><br /></strong></li><li><strong>Course 03: </strong>Leadership &amp; Management Diploma</li><li><strong>Course 04: </strong>Anger Management</li><li><strong>Course 05: </strong>People Management Skills Level 3</li><li><strong>Course 06: </strong>Emotional Intelligence and Human Behaviour</li><li><strong>Course 07: </strong>Conflict Management<strong><br /></strong></li><li><strong>Course 08: </strong>Motivation Skills</li><li><strong>Course 09: </strong>Level 2 Mindfulness for Wellbeing</li><li><strong>Course 10: </strong>Stress Management Training</li><li><strong>Course 11: </strong>Effective Communication Skills Diploma</li></ul> <p>So, enrol now to advance your career!</p> <p><strong>Benefits you'll get choosing Apex Learning:</strong></p> <ul> <li>One payment, but lifetime access to 11 CPD courses</li><li>Certificate, student ID for the title course included in a one-time fee</li><li>Full tutor support available from Monday to Friday</li><li>Free up your time - don't waste time and money travelling for classes</li><li>Accessible, informative modules taught by expert instructors</li><li>Get 24/7 help or advice from our email and live chat teams</li><li>Learn at your ease - anytime, from anywhere</li><li>Study the course from your computer, tablet or mobile device</li><li>CPD accredited course - improve the chance of gaining professional skills</li></ul> <p><strong>How will I get my Certificate?</strong></p> <p>After completing the course you will be able to order your CPD Accredited Certificates (PDF + Hard Copy) as proof of your achievement.</p> <ul> <li><strong>PDF Certificate: Free (Previously it was £10 * 11 = £110)</strong></li><li><strong>Hard Copy Certificate: Free (For The Title Course)</strong></li></ul> <p>If you want to get hardcopy certificates for other courses, generally you have to pay £20 for each. But this Fall, Apex Learning is offering a<strong> Flat 50% discount </strong>on hard copy certificates, and you can get each for just <strong>£10</strong>!</p> <p><strong>P.S. The delivery inside the U.K. is Free. International students have to pay a £3.99 postal charge.</strong></p><p>Curriculum of <strong>Bundle </strong></p> <p><strong>Course 01: Dealing With Difficult People Training Course</strong></p> <ul> <li>Module 01: Difficult Promo</li><li>Module 02: Fundamentals</li><li>Module 03: Foundational Tips and Tools</li><li>Module 04: Difficult People - Relationships</li><li>Module 05: Difficult People - Solutions</li><li>Module 06: Problem - Solving</li><li>Module 07: Final Notes and Tips</li><li>Module 08: Bonus Video - dealing With Emotions &amp; Anger</li></ul> <p><strong>Course 02: Workplace Confidentiality<br /></strong></p> <ul> <li>Module 01: Introduction to workplace confidentiality</li><li>Module 02: Business Etiquettes and Types of Confidentiality</li><li>Module 03: The Importance of Confidentiality</li><li>Module 04: Confidentiality with Co-workers</li><li>Module 05: Preventing Confidentiality Breach</li><li>Module 06: How Employers Can Protect Confidential Information</li></ul> <p><strong>Course 03: Preventing Workplace Violence and Harassment Level 3</strong></p> <ul> <li>Workplace Management: Violence</li><li>Workplace Management: Harassment</li></ul> <p><strong>Course 04: Anger Management</strong></p> <ul> <li>Video 1</li><li>Video 2</li><li>Video 3 content 1 part A</li><li>Video 4 content 1 part B</li><li>Video 5 content 1 part C and content 2</li><li>Video 6 content 3</li><li>Video 7 content 4</li><li>Video 8 content 5</li><li>Video 9</li></ul> <p><strong>Course 05: People Management Skills Level 3</strong></p> <ul> <li>Introduction to Human Resources</li><li>Employee Recruitment and Selection Procedure</li><li>Employee Training and Development Process</li><li>Performance Appraisal Management</li><li>Employee Relations</li><li>Motivation and Counselling</li><li>Ensuring Health and Safety at the Workplace</li><li>Employee Termination</li><li>Employer Records and Statistics</li><li>Essential UK Employment Law</li></ul> <p><strong>Course 06: Emotional Intelligence and Human Behaviour</strong></p> <ul> <li>Module 01: Human Behaviour and Basic Psychological Process</li><li>Module 02: Evolutionary Perspective of Human Behaviour</li><li>Module 03: Human Intelligence</li><li>Module 04: Intelligence Test and Variations in Intelligence</li><li>Module 05: Learning and Conditioning</li><li>Module 06: Language and Communication</li><li>Module 07: Introduction to Emotion</li><li>Module 08: Emotion Influences Cognition</li><li>Module 09: Stress, Anger and Conflict</li><li>Module 10: Emotional Intelligence</li><li>Module 11: Self-Leadership</li><li>Module 12: Neuro-Linguistic Programming (NLP)</li></ul> <p><strong>Course 07: Conflict Management<br /></strong></p> <ul> <li>Unit 01: Introduction</li><li>Unit 02: Understand the Keys to Conflict</li><li>Unit 03: How Misunderstandings Arise and the Solution</li><li>Unit 04: Personality Types in Conflict</li><li>Unit 05: Escalation of Conflict</li><li>Unit 06: De-escalating Conflict</li><li>Unit 07: Closing Section</li></ul> <p><strong>Course 08: Motivation Skills</strong></p> <ul> <li>Introduction</li><li>Motivational Skills</li><li>Motivational Strategies</li><li>Conclusion</li></ul> <p><strong>Course 09: Level 2 Mindfulness for Wellbeing</strong></p> <ul> <li>Introduction &amp; First Concepts</li><li>Understanding &amp; Beating Anxiety</li><li>More Anti-Anxiety Skills &amp; Concepts</li><li>Conclusion</li></ul> <p><strong>Course 10: Stress Management Training</strong></p> <ul> <li>Beginning Concepts</li><li>Specific Stress Management Techniques</li><li>MORE Stress Reduction Strategies</li><li>Still MORE Stress Reduction Techniques - Part 1</li><li>Still MORE Stress Reduction Techniques - Part 2</li><li>Still MORE Stress Reduction Techniques - Part 3</li><li>BONUS Video &amp; Wrap Up!</li><li>Special LIVE Bonus Video!</li></ul> <p><strong>Course 11: Effective Communication Skills Diploma</strong></p> <ul> <li>Module 01: Business Communication</li><li>Module 02: Verbal and Non-verbal Communication</li><li>Module 03: Written Communication</li><li>Module 04: Electronic Communication</li><li>Module 05: Communicating with Graphic</li><li>Module 06: Effectively Working for Your Boss</li></ul><h2>
        
        <div>CPD</div>
    </h2>

                        <div id="cpd">
                            <div>
                                <div>
                                    <div>
                                        110 CPD hours / points
                                    </div>
                                        <div>
                                            Accredited by CPD Quality Standards
                                        </div>
                                </div>
                            </div>
                        </div><h2>
        
        <div>Who is this course for?</div>
    </h2>

                        <div id="who_is_this_course_for">
                             <p>Anyone from any background can enrol in this Dealing With Difficult People bundle.</p> 
                        </div><h2>
        
        <div>Requirements</div>
    </h2>

                        <div id="requirements">
                             <p>This Dealing With Difficult People course has been designed to be fully compatible with tablets and smartphones.</p> 
                        </div><h2>
        
        <div>Career path</div>
    </h2>

                        <div id="career_path">
                             <p>Having this expertise will increase the value of your CV and open you up to multiple job sectors.</p> 
                        </div><h2>
        
        <div>Certificates</div>
    </h2>

                        <div id="optional_extras">
                                    <h4>Certificate of completion</h4>
        <p>
            Digital certificate -
            Included
        </p>

                        </div>

Give a compliment to your career and take it to the next level. This Dealing With Difficult People will provide you with the essential knowledge and skills required to shine in your professional career. Whether you want to develop skills for your next job or want to elevate skills for your next promotion, this Dealing With Difficult People will help you keep ahead of the pack.
The Dealing With Difficult People incorporates basic to advanced level skills to shed some light on your way and boost your career. Hence, you can reinforce your professional skills and essential knowledge, reaching out to the level of expertise required for your position. Further, this Dealing With Difficult People will add extra value to your resume to stand out to potential employers.
Throughout the programme, it stresses how to improve your competency as a person in your profession while at the same time it outlines essential career insights in this job sector. Consequently, you'll strengthen your knowledge and skills; on the other hand, see a clearer picture of your career growth in future. By the end of the Dealing With Difficult People, you can equip yourself with the essentials to keep you afloat into the competition.
Along with this Dealing With Difficult People course, you will get 10 other premium courses. Also, you will get an original Hardcopy and PDF certificate for the title course and a student ID card absolutely free.
This Dealing With Difficult People Bundle Consists of the following Premium courses: 
Course 01: Dealing With Difficult People Training Course
Course 02: Workplace Confidentiality
Course 03: Leadership & Management Diploma
Course 04: Anger Management
Course 05: People Management Skills Level 3
Course 06: Emotional Intelligence and Human Behaviour
Course 07: Conflict Management
Course 08: Motivation Skills
Course 09: Level 2 Mindfulness for Wellbeing
Course 10: Stress Management Training
Course 11: Effective Communication Skills Diploma
So, enrol now to advance your career!
Benefits you'll get choosing Apex Learning:
One payment, but lifetime access to 11 CPD courses
Certificate, student ID for the title course included in a one-time fee
Full tutor support available from Monday to Friday
Free up your time - don't waste time and money travelling for classes
Accessible, informative modules taught by expert instructors
Get 24/7 help or advice from our email and live chat teams
Learn at your ease - anytime, from anywhere
Study the course from your computer, tablet or mobile device
CPD accredited course - improve the chance of gaining professional skills
How will I get my Certificate?
After completing the course you will be able to order your CPD Accredited Certificates (PDF + Hard Copy) as proof of your achievement.
PDF Certificate: Free (Previously it was £10 * 11 = £110)
Hard Copy Certificate: Free (For The Title Course)
If you want to get hardcopy certificates for other courses, generally you have to pay £20 for each. But this Fall, Apex Learning is offering a Flat 50% discount on hard copy certificates, and you can get each for just £10!
P.S. The delivery inside the U.K. is Free. International students have to pay a £3.99 postal charge.
Curriculum of Bundle 
Course 01: Dealing With Difficult People Training Course
Module 01: Difficult Promo
Module 02: Fundamentals
Module 03: Foundational Tips and Tools
Module 04: Difficult People - Relationships
Module 05: Difficult People - Solutions
Module 06: Problem - Solving
Module 07: Final Notes and Tips
Module 08: Bonus Video - dealing With Emotions & Anger
Course 02: Workplace Confidentiality

Module 01: Introduction to workplace confidentiality
Module 02: Business Etiquettes and Types of Confidentiality
Module 03: The Importance of Confidentiality
Module 04: Confidentiality with Co-workers
Module 05: Preventing Confidentiality Breach
Module 06: How Employers Can Protect Confidential Information
Course 03: Preventing Workplace Violence and Harassment Level 3
Workplace Management: Violence
Workplace Management: Harassment
Course 04: Anger Management
Video 1
Video 2
Video 3 content 1 part A
Video 4 content 1 part B
Video 5 content 1 part C and content 2
Video 6 content 3
Video 7 content 4
Video 8 content 5
Video 9
Course 05: People Management Skills Level 3
Introduction to Human Resources
Employee Recruitment and Selection Procedure
Employee Training and Development Process
Performance Appraisal Management
Employee Relations
Motivation and Counselling
Ensuring Health and Safety at the Workplace
Employee Termination
Employer Records and Statistics
Essential UK Employment Law
Course 06: Emotional Intelligence and Human Behaviour
Module 01: Human Behaviour and Basic Psychological Process
Module 02: Evolutionary Perspective of Human Behaviour
Module 03: Human Intelligence
Module 04: Intelligence Test and Variations in Intelligence
Module 05: Learning and Conditioning
Module 06: Language and Communication
Module 07: Introduction to Emotion
Module 08: Emotion Influences Cognition
Module 09: Stress, Anger and Conflict
Module 10: Emotional Intelligence
Module 11: Self-Leadership
Module 12: Neuro-Linguistic Programming (NLP)
Course 07: Conflict Management

Unit 01: Introduction
Unit 02: Understand the Keys to Conflict
Unit 03: How Misunderstandings Arise and the Solution
Unit 04: Personality Types in Conflict
Unit 05: Escalation of Conflict
Unit 06: De-escalating Conflict
Unit 07: Closing Section
Course 08: Motivation Skills
Introduction
Motivational Skills
Motivational Strategies
Conclusion
Course 09: Level 2 Mindfulness for Wellbeing
Introduction & First Concepts
Understanding & Beating Anxiety
More Anti-Anxiety Skills & Concepts
Conclusion
Course 10: Stress Management Training
Beginning Concepts
Specific Stress Management Techniques
MORE Stress Reduction Strategies
Still MORE Stress Reduction Techniques - Part 1
Still MORE Stress Reduction Techniques - Part 2
Still MORE Stress Reduction Techniques - Part 3
BONUS Video & Wrap Up!
Special LIVE Bonus Video!
Course 11: Effective Communication Skills Diploma
Module 01: Business Communication
Module 02: Verbal and Non-verbal Communication
Module 03: Written Communication
Module 04: Electronic Communication
Module 05: Communicating with Graphic
Module 06: Effectively Working for Your Boss
 CPD 
110 CPD hours / points  Accredited by CPD Quality Standards
 Who is this course for? 
Anyone from any background can enrol in this Dealing With Difficult People bundle.
 Requirements 
This Dealing With Difficult People course has been designed to be fully compatible with tablets and smartphones.
 Career path 
Having this expertise will increase the value of your CV and open you up to multiple job sectors.
 Certificates 
Certificate of completion
 Digital certificate - Included 

Apex Learning

Finance Cert & Exam Prep

Professional Skills Course (PSC)

Trainers Course

Dealing With Difficult People

<p>With any customer-facing role, there are times when you will find yourself in a difficult situation with a customer that requires a certain set of communication and practical skills to resolve any issues successfully. The Handling Difficult Customers training course teaches learners how to handle difficult conversations as a manager or wider member of the customer service team, guiding you on how to use your body language effectively, master crucial active listening techniques, and stay calm under pressure.</p><p><strong>Key Topics to Be Covered</strong></p><ul><li>How to open and close a difficult conversation with a customer</li><li>Strategies for handling difficult customers and conversations</li><li>The art of active listening and responding</li><li>How to ask open and supportive questions</li><li>The tone of voice and body language techniques</li></ul><p><strong>Learning Outcomes</strong></p><ul><li>Learn how to start and close a difficult conversation successfully and with confidence</li><li>Understand how to use your body language to communicate with customers effectively</li><li>Enhance your communication skills to ask open and productive questions</li><li>Learn the art of active listening to be able to engage with the customer fully</li><li>Demonstrate knowledge of the rules regarding customer service etiquette</li><li>Build rapport through empathy and learn how to stay calm under pressure</li></ul> <p><strong>Skills You Will Gain</strong></p><ul><li>Customer service</li><li>Problem-solving</li><li>Communication</li><li>Stress Management</li></ul><p><strong>Why should you choose the Handling Difficult Customer course with Academy for Health &amp; Fitness?</strong></p><ul><li>Opportunity to earn a certificate accredited by<strong> CPD</strong> after completing this Handling Difficult Customer course</li><li><strong>Student ID</strong> card with amazing discounts - completely for <strong> FREE!</strong> (£10 postal charges will be applicable for international delivery)</li><li>Globally accepted standard structured lesson planning</li><li>Innovative and engaging contents and activities</li><li>Assessments that measure higher-level thinking and skills</li><li>Complete the Handling Difficult Customer program in your own time, at your own pace</li><li>Each of our students gets full 24/7 tutor support</li></ul><p><strong>Course Curriculum:</strong></p><p><strong>Introduction</strong></p><p>Topics to be Covered:</p><ul><li>Introduction - Welcome from Alan Stevens</li></ul><p><strong>Difficult Conversations</strong></p><p>Topics to be Covered:</p><ul><li>Why Are Some Conversations Difficult?</li><li>Preparation</li><li>Set-Up and Room Layout</li><li>How to Start the Conversation</li><li>Active Listening and Responding</li><li>Ask Open and Supportive Questions</li><li>Focus on Facts, Not Personalities</li><li>Use of Tone and Body Language</li><li>Exploring Alternative Solutions</li><li>Handling Challenge</li><li>How to Close a Difficult Conversation</li></ul><p><strong>Conclusions</strong></p><p>Topics to be Covered:</p><ul><li>Summary - What We've Covered</li><li>Thank You and Next Steps</li></ul><p><strong>Assessment Process</strong></p><p>Once you have finished the learning stages in the course, your abilities will be assessed by an automated multiple-choice question session, after which you will receive the results immediately.</p><p><strong>Showcase Your Accomplishment of New Skills: Get a Certification of Completion</strong></p><p>The learners have to successfully complete the assessment of this Handling Difficult Customer course to achieve the <strong>CPD </strong>accredited certificate. Digital certificates can be ordered for only £10. The learner can purchase printed hard copies inside the UK for £29, and international students can purchase printed hard copies for £39.</p> <h2>
        
        <div>CPD</div>
    </h2>

                        <div id="cpd">
                            <div>
                                <div>
                                    <div>
                                        10 CPD hours / points
                                    </div>
                                        <div>
                                            Accredited by CPD Quality Standards
                                        </div>
                                </div>
                            </div>
                        </div> <h2>
        
        <div>Who is this course for?</div>
    </h2>

                        <div id="who_is_this_course_for">
                            <p><strong>Is This Handling Difficult Customers </strong><strong>Course Right for You?</strong></p><p>This course is ideal for those who work in customer-facing roles who wish to develop the fundamental skills to deal with difficult customers efficiently and confidently. There are no specific entry requirements for this course, which can be studied on a part-time or full-time basis.</p>
                        </div> <h2>
        
        <div>Career path</div>
    </h2>

                        <div id="career_path">
                            <p>On successful completion, you will have the practical skills and knowledge to provide excellent customer service to all types of customers, take control of difficult situations and resolve problems with professionalism, competency and confidence. You will also have a range of communication skills for dealing with challenging customer-facing scenarios.</p>
                        </div>

With any customer-facing role, there are times when you will find yourself in a difficult situation with a customer that requires a certain set of communication and practical skills to resolve any issues successfully. The Handling Difficult Customers training course teaches learners how to handle difficult conversations as a manager or wider member of the customer service team, guiding you on how to use your body language effectively, master crucial active listening techniques, and stay calm under pressure.
Key Topics to Be Covered
How to open and close a difficult conversation with a customer
Strategies for handling difficult customers and conversations
The art of active listening and responding
How to ask open and supportive questions
The tone of voice and body language techniques
Learning Outcomes
Learn how to start and close a difficult conversation successfully and with confidence
Understand how to use your body language to communicate with customers effectively
Enhance your communication skills to ask open and productive questions
Learn the art of active listening to be able to engage with the customer fully
Demonstrate knowledge of the rules regarding customer service etiquette
Build rapport through empathy and learn how to stay calm under pressure
Skills You Will Gain
Customer service
Problem-solving
Communication
Stress Management
Why should you choose the Handling Difficult Customer course with Academy for Health & Fitness?
Opportunity to earn a certificate accredited by CPD after completing this Handling Difficult Customer course
Student ID card with amazing discounts - completely for FREE! (£10 postal charges will be applicable for international delivery)
Globally accepted standard structured lesson planning
Innovative and engaging contents and activities
Assessments that measure higher-level thinking and skills
Complete the Handling Difficult Customer program in your own time, at your own pace
Each of our students gets full 24/7 tutor support
Course Curriculum:
Introduction
Topics to be Covered:
Introduction - Welcome from Alan Stevens
Difficult Conversations
Topics to be Covered:
Why Are Some Conversations Difficult?
Preparation
Set-Up and Room Layout
How to Start the Conversation
Active Listening and Responding
Ask Open and Supportive Questions
Focus on Facts, Not Personalities
Use of Tone and Body Language
Exploring Alternative Solutions
Handling Challenge
How to Close a Difficult Conversation
Conclusions
Topics to be Covered:
Summary - What We've Covered
Thank You and Next Steps
Assessment Process
Once you have finished the learning stages in the course, your abilities will be assessed by an automated multiple-choice question session, after which you will receive the results immediately.
Showcase Your Accomplishment of New Skills: Get a Certification of Completion
The learners have to successfully complete the assessment of this Handling Difficult Customer course to achieve the CPD accredited certificate. Digital certificates can be ordered for only £10. The learner can purchase printed hard copies inside the UK for £29, and international students can purchase printed hard copies for £39.
 CPD 
10 CPD hours / points  Accredited by CPD Quality Standards
 Who is this course for? 
Is This Handling Difficult Customers Course Right for You?
This course is ideal for those who work in customer-facing roles who wish to develop the fundamental skills to deal with difficult customers efficiently and confidently. There are no specific entry requirements for this course, which can be studied on a part-time or full-time basis.
 Career path 
On successful completion, you will have the practical skills and knowledge to provide excellent customer service to all types of customers, take control of difficult situations and resolve problems with professionalism, competency and confidence. You will also have a range of communication skills for dealing with challenging customer-facing scenarios.

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By Mangates

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