359 Active Listening courses

The Rural Facilitator is a highly successful active learning experience which supports professional and volunteer convenors and advisors to understand and build their own individual facilitation skills.

Encourage people to think about how they can improve their performance through asking questions and coaching effectively. -------------------------------------------------------------------------------- Course overview Duration: 1 day (6.5 hours) This workshop is suitable for anyone who is in a first line manager position looking to develop their coaching skills. The focus of the workshop is on understanding how coaching supports other management techniques, how it develops people and their performance, and how best to use coaching with your team. Objectives  By the end of the course you will be able to: * Define what coaching is and how it differs from and complements other management techniques * State the benefits that coaching has for team members, managers and the business * Use the key skills of coaching * Implement strategies to deal with resistance to coaching * Give feedback effectively while coaching * Practice your coaching skills with real-life situations Content WHAT IS COACHING * How does coaching differ from mentoring, training, counselling? * Giving advice vs coaching – The Power of 3 * How does coaching support performance? * Coaching as a leadership style BENEFITS OF COACHING * What are the benefits of taking a coaching approach for  * Team members * Managers * The wider organisation KEY SKILLS * How to build rapport for a positive coaching relationship * Effective listening – understanding and practising the different levels involved in active listening * Smart questioning * The power of observation – reflecting back what isn’t being said * Practical application throughout THE GROW MODEL FOR COACHING * Understanding how to use the GROW model * Types of questions to use at each stage * Demonstration and practice RESISTANCE FOR COACHING AND STRATEGIES * Why might people be resistant to coaching? * The role of “experts”, self-talk and self-concept in our thinking * Expanding comfort zones * Contracting and ethics FEEDBACK/DIRECTIVE COACHING * Directive vs Non-Directive Coaching * How and when to give feedback when coaching * A feedback model * Practice * Action Planning

HIGHLIGHTS OF THE COURSE * Course Type: Online Learning * Duration: 4 Hours 37 Minutes * Tutor Support: Tutor support is included * Customer Support: 24/7 customer support is available * Quality Training: The course is designed by an industry expert * Recognised Credential: Recognised and Valuable Certification * Completion Certificate: Free Course Completion Certificate Included * Instalment: 3 Installment Plan on checkout -------------------------------------------------------------------------------- WHAT YOU WILL LEARN FROM THIS COURSE? * Gain comprehensive knowledge about health and fitness * Understand the core competencies and principles of health and fitness * Explore the various areas of health and fitness * Know how to apply the skills you acquired from this course in a real-life context * Become a confident and expert health and wellness coach -------------------------------------------------------------------------------- HEALTH AND WELLNESS COACHING COURSE Master the skills you need to propel your career forward in health and fitness . This course will equip you with the essential knowledge and skillset that will make you a confident health and wellness coach and take your career to the next level. This comprehensive health and wellness course is designed to help you surpass your professional goals. The skills and knowledge that you will gain through studying this health and wellness course will help you get one step closer to your professional aspirations and develop your skills for a rewarding career. This comprehensive course will teach you the theory of effective health and fitness  practice and equip you with the essential skills, confidence and competence to assist you in the health and fitness  industry. You'll gain a solid understanding of the core competencies required to drive a successful career in health and fitness . This course is designed by industry experts, so you'll gain knowledge and skills based on the latest expertise and best practices. This extensive course is designed for health and wellness coach or for people who are aspiring to specialise in health and fitness . Enrol in this health and wellness course today and take the next step towards your personal and professional goals. Earn industry-recognised credentials to demonstrate your new skills and add extra value to your CV that will help you outshine other candidates. WHO IS THIS COURSE FOR? This comprehensive health and wellness course is ideal for anyone wishing to boost their career profile or advance their career in this field by gaining a thorough understanding of the subject. Anyone willing to gain extensive knowledge on this health and fitness  can also take this course. Whether you are a complete beginner or an aspiring professional, this course will provide you with the necessary skills and professional competence, and open your doors to a wide number of professions within your chosen sector. ENTRY REQUIREMENTS This health and wellness course has no academic prerequisites and is open to students from all academic disciplines. You will, however, need a laptop, desktop, tablet, or smartphone, as well as a reliable internet connection. ASSESSMENT This health and wellness course assesses learners through multiple-choice questions (MCQs). Upon successful completion of the modules, learners must answer MCQs to complete the assessment procedure. Through the MCQs, it is measured how much a learner could grasp from each section. In the assessment pass mark is 60%. ADVANCE YOUR CAREER This health and wellness course will provide you with a fresh opportunity to enter the relevant job market and choose your desired career path. Additionally, you will be able to advance your career, increase your level of competition in your chosen field, and highlight these skills on your resume. RECOGNISED ACCREDITATION This course is accredited by continuing professional development (CPD). CPD UK is globally recognised by employers, professional organisations, and academic institutions, thus a certificate from CPD Certification Service creates value towards your professional goal and achievement. The Quality Licence Scheme is a brand of the Skills and Education Group, a leading national awarding organisation for providing high-quality vocational qualifications across a wide range of industries. WHAT IS CPD? Employers, professional organisations, and academic institutions all recognise CPD, therefore a credential from CPD Certification Service adds value to your professional goals and achievements. BENEFITS OF CPD * Improve your employment prospects * Boost your job satisfaction * Promotes career advancement * Enhances your CV * Provides you with a competitive edge in the job market * Demonstrate your dedication * Showcases your professional capabilities WHAT IS IPHM? The IPHM is an Accreditation Board that provides Training Providers with international and global accreditation. The Practitioners of Holistic Medicine (IPHM) accreditation is a guarantee of quality and skill. BENEFITS OF IPHM * It will help you establish a positive reputation in your chosen field * You can join a network and community of successful therapists that are dedicated to providing excellent care to their client * You can flaunt this accreditation in your CV * It is a worldwide recognised accreditation WHAT IS QUALITY LICENCE SCHEME? This course is endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. The Quality Licence Scheme is a brand of the Skills and Education Group, a leading national awarding organisation for providing high-quality vocational qualifications across a wide range of industries. BENEFITS OF QUALITY LICENSE SCHEME * Certificate is valuable * Provides a competitive edge in your career * It will make your CV stand out COURSE CURRICULUM Introduction Introduction 00:02:00 The Roles & Responsibilities Of A Health & Wellness Coach 00:02:00 What does it mean to be healthy? 00:04:00 Diet Fundamentals Diet Intro 00:01:00 How Your Diet Affects Your Health 00:03:00 How The Wrong Diet Hurts Your Health 00:03:00 How To Eat For Longevity 00:01:00 Calories Explained 00:03:00 Bodyweight & Health 00:05:00 Calories & Bodyweight In A Healthy Diet 00:01:00 Twinkie Diet 00:01:00 Weight Loss & Health 00:02:00 Determining Your Daily Calorie Intake 00:03:00 Healthy Weight Ranges 00:01:00 The Right Food Choices For A Longer Life 00:02:00 Quality Protein Choices 00:01:00 Quality Carbohydrate Choices 00:01:00 Quality Fat Choices 00:01:00 How Much Of Each (Protein, Carbs, Fat)? 00:04:00 What About The Remaining Calories 00:01:00 Nutrient Requirements That Change As We Age 00:02:00 How Much Water Should You Drink? 00:04:00 Food Groups Explained Vegetables Explained 00:03:00 Grains Explained 00:03:00 Beans & Legumes Explained 00:01:00 Fruits Explained 00:01:00 Berries Explained 00:01:00 Nuts & Seeds Explained 00:02:00 Meat Explained 00:03:00 Fish & Seafood Explained 00:02:00 Different Diets Explained Different Diets Overview 00:01:00 Gluten Free Explained 00:03:00 Paleo Diet Explained 00:03:00 Low Carb Explained 00:03:00 Intermittent Fasting Explained 00:03:00 Vegan Diet Explained 00:05:00 Ketogenic Diet Explained 00:06:00 Diet Coaching Client Assessment Introduction 00:01:00 Client Interview 00:04:00 How To Set SMART Goals 00:06:00 How To Create A Diet Plan For Clients 00:09:00 Calculating BMI 00:03:00 Weight Loss & Muscle Growth Coaching The Science Of Successful Weight Loss 00:05:00 Determining Calorie Needs 00:03:00 Adjusting A Diet For Weight Loss 00:05:00 Breaking Through Fat Loss Plateaus 00:04:00 Adjusting A Diet For Muscle Growth 00:04:00 The Ideal Pre-Workout Meal 00:03:00 Exercise Coaching: Cardio What makes up a complete workout? 00:02:00 Cardio Intro 00:01:00 The Different Types Of Cardio 00:02:00 How To Design A Cardio Workout 00:04:00 How To Monitor Your Heart Rate During A Workout 00:02:00 Cardio vs Weigh Training - Which Is Better For Weight Loss 00:06:00 Exercise Coaching: Resistance Training Weight Training Fundamentals 00:03:00 The Science Behind Muscle Growth 00:03:00 Weight Training vs Bodyweight Training 00:02:00 How To Create Beginner Workout Plan 00:08:00 Progressive Overload 00:02:00 Exercise Coaching: Flexibility Flexibility Introduction 00:01:00 Most Common Stretching Mistakes 00:04:00 Static vs. Dynamic Stretching 00:05:00 Your Daily Stretching Routine 00:02:00 How To Warm Up Correctly 00:02:00 Wellness & Mental Coaching Wellness Coaching Intro 00:01:00 What Are Habits 00:01:00 Why Habits Matter 00:01:00 How To Build Effective Habits 00:04:00 Habit Stacking For Better Results 00:03:00 Choosing The Right Triggers 00:02:00 Writing Down Your Sequence 00:01:00 How The Sedentary Lifestyle Hurts The Brain 00:01:00 Understanding & Reducing Stress 00:06:00 The Right Mental Stimulation 00:03:00 Sleeping For A Longer Life 00:04:00 6 Tips To Falls Asleep Faster 00:03:00 Supplements For Better Sleep 00:02:00 The Best Type Of Exercise For The Brain 00:02:00 Preventing Age Related Memory Loss 00:03:00 Making Memory Age Proof 00:04:00 Supplements To Boost Memory And Focus 00:02:00 Bonus: Coaching Tools Coaching Tools Intro 00:01:00 The Grow Coaching Model 00:05:00 Creating Your Ideal Coaching Persona 00:04:00 How To Learn Active Listening 00:03:00 Asking The Right Questions As A Coach 00:04:00 How To Be More Empathetic 00:02:00 The Ideal Post-Workout Meal 00:01:00 Assessment Assessment - Health and Wellness Coaching 00:10:00 Certificate of Achievement Certificate of Achievement 00:00:00 Get Your Insurance Now Get Your Insurance Now 00:00:00 Feedback Feedback 00:00:00

HIGHLIGHTS OF THE COURSE * Course Type: Online Learning * Duration: 4 Hours 37 Minutes * Tutor Support: Tutor support is included * Customer Support: 24/7 customer support is available * Quality Training: The course is designed by an industry expert * Recognised Credential: Recognised and Valuable Certification * Completion Certificate: Free Course Completion Certificate Included * Instalment: 3 Installment Plan on checkout -------------------------------------------------------------------------------- WHAT YOU WILL LEARN FROM THIS COURSE? * Gain comprehensive knowledge about health and fitness * Understand the core competencies and principles of health and fitness * Explore the various areas of health and fitness * Know how to apply the skills you acquired from this course in a real-life context * Become a confident and expert health and wellness coach -------------------------------------------------------------------------------- HEALTH AND WELLNESS COACHING COURSE Master the skills you need to propel your career forward in health and fitness . This course will equip you with the essential knowledge and skillset that will make you a confident health and wellness coach and take your career to the next level. This comprehensive health and wellness course is designed to help you surpass your professional goals. The skills and knowledge that you will gain through studying this health and wellness course will help you get one step closer to your professional aspirations and develop your skills for a rewarding career. This comprehensive course will teach you the theory of effective health and fitness  practice and equip you with the essential skills, confidence and competence to assist you in the health and fitness  industry. You'll gain a solid understanding of the core competencies required to drive a successful career in health and fitness . This course is designed by industry experts, so you'll gain knowledge and skills based on the latest expertise and best practices. This extensive course is designed for health and wellness coach or for people who are aspiring to specialise in health and fitness . Enrol in this health and wellness course today and take the next step towards your personal and professional goals. Earn industry-recognised credentials to demonstrate your new skills and add extra value to your CV that will help you outshine other candidates. WHO IS THIS COURSE FOR? This comprehensive health and wellness course is ideal for anyone wishing to boost their career profile or advance their career in this field by gaining a thorough understanding of the subject. Anyone willing to gain extensive knowledge on this health and fitness  can also take this course. Whether you are a complete beginner or an aspiring professional, this course will provide you with the necessary skills and professional competence, and open your doors to a wide number of professions within your chosen sector. ENTRY REQUIREMENTS This health and wellness course has no academic prerequisites and is open to students from all academic disciplines. You will, however, need a laptop, desktop, tablet, or smartphone, as well as a reliable internet connection. ASSESSMENT This health and wellness course assesses learners through multiple-choice questions (MCQs). Upon successful completion of the modules, learners must answer MCQs to complete the assessment procedure. Through the MCQs, it is measured how much a learner could grasp from each section. In the assessment pass mark is 60%. ADVANCE YOUR CAREER This health and wellness course will provide you with a fresh opportunity to enter the relevant job market and choose your desired career path. Additionally, you will be able to advance your career, increase your level of competition in your chosen field, and highlight these skills on your resume. RECOGNISED ACCREDITATION This course is accredited by continuing professional development (CPD). CPD UK is globally recognised by employers, professional organisations, and academic institutions, thus a certificate from CPD Certification Service creates value towards your professional goal and achievement. The Quality Licence Scheme is a brand of the Skills and Education Group, a leading national awarding organisation for providing high-quality vocational qualifications across a wide range of industries. WHAT IS CPD? Employers, professional organisations, and academic institutions all recognise CPD, therefore a credential from CPD Certification Service adds value to your professional goals and achievements. BENEFITS OF CPD * Improve your employment prospects * Boost your job satisfaction * Promotes career advancement * Enhances your CV * Provides you with a competitive edge in the job market * Demonstrate your dedication * Showcases your professional capabilities WHAT IS IPHM? The IPHM is an Accreditation Board that provides Training Providers with international and global accreditation. The Practitioners of Holistic Medicine (IPHM) accreditation is a guarantee of quality and skill. BENEFITS OF IPHM * It will help you establish a positive reputation in your chosen field * You can join a network and community of successful therapists that are dedicated to providing excellent care to their client * You can flaunt this accreditation in your CV * It is a worldwide recognised accreditation WHAT IS QUALITY LICENCE SCHEME? This course is endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. The Quality Licence Scheme is a brand of the Skills and Education Group, a leading national awarding organisation for providing high-quality vocational qualifications across a wide range of industries. BENEFITS OF QUALITY LICENSE SCHEME * Certificate is valuable * Provides a competitive edge in your career * It will make your CV stand out COURSE CURRICULUM Introduction Introduction 00:02:00 The Roles & Responsibilities Of A Health & Wellness Coach 00:02:00 What does it mean to be healthy? 00:04:00 Diet Fundamentals Diet Intro 00:01:00 How Your Diet Affects Your Health 00:03:00 How The Wrong Diet Hurts Your Health 00:03:00 How To Eat For Longevity 00:01:00 Calories Explained 00:03:00 Bodyweight & Health 00:05:00 Calories & Bodyweight In A Healthy Diet 00:01:00 Twinkie Diet 00:01:00 Weight Loss & Health 00:02:00 Determining Your Daily Calorie Intake 00:03:00 Healthy Weight Ranges 00:01:00 The Right Food Choices For A Longer Life 00:02:00 Quality Protein Choices 00:01:00 Quality Carbohydrate Choices 00:01:00 Quality Fat Choices 00:01:00 How Much Of Each (Protein, Carbs, Fat)? 00:04:00 What About The Remaining Calories 00:01:00 Nutrient Requirements That Change As We Age 00:02:00 How Much Water Should You Drink? 00:04:00 Food Groups Explained Vegetables Explained 00:03:00 Grains Explained 00:03:00 Beans & Legumes Explained 00:01:00 Fruits Explained 00:01:00 Berries Explained 00:01:00 Nuts & Seeds Explained 00:02:00 Meat Explained 00:03:00 Fish & Seafood Explained 00:02:00 Different Diets Explained Different Diets Overview 00:01:00 Gluten Free Explained 00:03:00 Paleo Diet Explained 00:03:00 Low Carb Explained 00:03:00 Intermittent Fasting Explained 00:03:00 Vegan Diet Explained 00:05:00 Ketogenic Diet Explained 00:06:00 Diet Coaching Client Assessment Introduction 00:01:00 Client Interview 00:04:00 How To Set SMART Goals 00:06:00 How To Create A Diet Plan For Clients 00:09:00 Calculating BMI 00:03:00 Weight Loss & Muscle Growth Coaching The Science Of Successful Weight Loss 00:05:00 Determining Calorie Needs 00:03:00 Adjusting A Diet For Weight Loss 00:05:00 Breaking Through Fat Loss Plateaus 00:04:00 Adjusting A Diet For Muscle Growth 00:04:00 The Ideal Pre-Workout Meal 00:03:00 The Ideal Post-Workout Meal 00:01:00 Exercise Coaching: Cardio What makes up a complete workout? 00:02:00 Cardio Intro 00:01:00 The Different Types Of Cardio 00:02:00 How To Design A Cardio Workout 00:04:00 How To Monitor Your Heart Rate During A Workout 00:02:00 Cardio vs Weigh Training - Which Is Better For Weight Loss 00:06:00 Exercise Coaching: Resistance Training Weight Training Fundamentals 00:03:00 The Science Behind Muscle Growth 00:03:00 Weight Training vs Bodyweight Training 00:02:00 How To Create Beginner Workout Plan 00:08:00 Progressive Overload 00:02:00 Exercise Coaching: Flexibility Flexibility Introduction 00:01:00 Most Common Stretching Mistakes 00:04:00 Static vs. Dynamic Stretching 00:05:00 Your Daily Stretching Routine 00:02:00 How To Warm Up Correctly 00:02:00 Wellness & Mental Coaching Wellness Coaching Intro 00:01:00 What Are Habits 00:01:00 Why Habits Matter 00:01:00 How To Build Effective Habits 00:04:00 Habit Stacking For Better Results 00:03:00 Choosing The Right Triggers 00:02:00 Writing Down Your Sequence 00:01:00 How The Sedentary Lifestyle Hurts The Brain 00:01:00 Understanding & Reducing Stress 00:06:00 The Right Mental Stimulation 00:03:00 Sleeping For A Longer Life 00:04:00 6 Tips To Falls Asleep Faster 00:03:00 Supplements For Better Sleep 00:02:00 The Best Type Of Exercise For The Brain 00:02:00 Preventing Age Related Memory Loss 00:03:00 Making Memory Age Proof 00:04:00 Supplements To Boost Memory And Focus 00:02:00 Bonus: Coaching Tools Coaching Tools Intro 00:01:00 The Grow Coaching Model 00:05:00 Creating Your Ideal Coaching Persona 00:04:00 How To Learn Active Listening 00:03:00 Asking The Right Questions As A Coach 00:04:00 How To Be More Empathetic 00:02:00 Assessment Assessment - Health and Wellness Coaching Diploma 00:10:00 Obtain Your Certificate Order Your Certificate of Achievement 00:00:00 Get Your Insurance Now Get Your Insurance Now 00:00:00 Feedback Feedback 00:00:00

This course is aimed at management and those with responsibility for recruiting and selecting employees internally or externally for their organisation. Since the economic downturn, job seeker numbers have increased. This has resulted in additional costs for businesses as they have had to assess more and more candidates. A lot of businesses have responded by inputting additional layers in their recruitment and selection process. With rumoured costs of between £7,000 and £35,000 for employing staff depending on level, it's essential that this process is robust. -------------------------------------------------------------------------------- Course Syllabus The syllabus of the Recruitment and Selection course is comprised of eight modules, covering the following: Module One Impacting Legislation * What is discrimination and what impact does it have on employment? * The importance of a Contract of Employment * Understanding employee rights and Working Time Directive * Data Protection Module Two The Recruitment Process/Defining the Requirements * A generic overview of the recruitment process * Looking into key aspects on the recruitment process, including; * Job assessment * Job descriptions * Job profiling Module Three Advertising the Job * Using recruitment agencies and specialists * Designing the advertisement to attract the right candidates * Where to place the advertisement to get maximum results Module Four Responding to Applications and Shortlisting * Acknowledging applications and sending holding letters * Reading and matching CVs/letters/application forms to the job specification * Planning the interview schedule * Preparing and sending interviewee packs * Preparing and sending rejection letters Module Five Preparing to Interview * Organising the logistics behind an interview * Using tests and psychometrics to whittle down the candidates * Effectively preparing generic/first and second generation questions * Single interviews Vs. panel interviews Module Six The Interview * How to correctly greet candidates * Administrating tests and psychometrics * The successful use of questioning techniques * The role of active listening * Interpreting body language - theirs and yours * How to assess the candidate throughout the interview * How to properly close the interview Module Seven The Selection Decision * Making an objective selection * Following up on references and using these to make an informed decision * Presenting the job offer to the successful candidate * Sending rejection letters in a sensitive and tactful manner * How and when to provide constructive feedback Module Eight Theory Into Practice All participants will get a chance to practice what they have learned. They will plan and conduct an interview and receive constructive feedback. -------------------------------------------------------------------------------- COURSE OBJECTIVES By the end of the course participants will be able to: * State the key pieces of legislation impacting on the recruitment and selection * Prepare a relevant job and personnel specification for a vacancy * Design an effective job advertisement * Identify best practices and protocols in responding to, and short-listing, applicants * Prepare effectively for a recruitment interview * Carry out an objective and professional recruitment interview * Make an objective and balanced recruitment decision * Complete the recruitment process to best practice standards SCHEDULED COURSES Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.

Unlock the Power of Teams: Elevate your leadership with our Building and Leading Effective Teams course. Learn the art of collaboration, communication, and synergy to create high-performing teams that drive success -------------------------------------------------------------------------------- COURSE OVERVIEW Duration: 1 day (6 hours) Everyone works in teams today in one way or another. Whatever we do in the workplace we need to interact with another person or a number of people at various times. It is important that we know how to communicate, how to listen, how to work together and how to overcome conflict when it arises in our workplace. Challenges are often created by a lack of trust, poor conflict handling skills, a lack of shared vision and confusion over roles and responsibilities. This course will help delegates understand how to encourage more productive team working in the workplace. By the end of the course delegates will be able to describe what makes a High Performing Team and realistically assess their current strengths and weaknesses. Delegates will also be able to identify and plan behavioural changes that will improve the team’s performance. The course is experiential based with lots of learning by doing activities, reflecting and discussion.  This will allow team members to get to know/improve their knowledge of team colleagues and energise or re-energise teams. OBJECTIVES  * Know more about their colleagues * Be able to describe what makes a high performing team * Understand the importance of playing to different strengths and skills * Recognise the need for clear and effective communication CONTENT THE IMPORTANCE OF TEAM WORK The importance of teamwork The ‘third dimension’ – how working together has the potential to achieve more The dangers of an overly competitive workplace culture Psychological Safety TEAM DEVELOPMENT MODELS Stages of Team Development Behaviours at each stage Dysfunctional Teams – what does good and bad look like Characteristics of high performing and elite teams TEAMING AND LEADERSHIP SKILLS * Teaming competencies * Active Listening * Proactive Language * Values and Beliefs * Building Mental Fitness of Teams * Becoming an inspirational leader * Establishing a climate of psychological safety  TEAM CHALLENGES * The importance of Accountability * The Team Charter * Smart Teams: * Building Trust * Building Collaboration * Overcoming Conflict * Gaining Commitment * Developing Shared Goals * The importance of shared goals * Effective Team communication

Workplace Mediation

Unlock the power of effective negotiation. Gain essential skills to navigate complex deals, build lasting partnerships, and achieve optimal outcomes. -------------------------------------------------------------------------------- COURSE OVERVIEW Duration: 1 day (6.5 hours) This course is designed for those who need to understand and be able to use essential negotiation skills to make them more effective in their role. Externally you maybe negotiating with suppliers, customers, regulatory authorities and other organisations. Internally you will be negotiating with stakeholders, colleagues, and team members which could be for resources, time, budget or facilities. Being able to negotiate agreements that are acceptable to all parties requires skill and is essential to maintain healthy, functional relationships. This will be a facilitated workshop designed to be flexible to achieve the desired outcome. We will achieve the objectives through a mixture of facilitated discussion, interactive exercises designed to give insight and facilitator input. During the day we will deal with the stages of a negotiation from preparation to closing. Individuals will get the opportunity to practice the skills needed to create win-win outcomes through a number of generic but realistic scenarios. OBJECTIVES By the end of the course you will be able to: * State the principles of effective negotiation * Prepare effectively for different types of negotiation * Set negotiation objectives and identify what can be ‘traded’ * Explain how assertiveness and influencing skills can affect outcomes * Deploy appropriate strategies and tactics to achieve the best results * Use different techniques to deal with difficult customers and difficult situations CONTENT INFLUENCING  * Seek first to understand, and then be understood * The importance of understanding the other party’s position and how to do it * The power of non-verbal communication * Dealing with difficult customers and difficult situations whilst maintaining a positive relationship HOW TO APPROACH NEGOTIATIONS * Identifying potential negotiations and preparing for potential outcomes * Aiming for results which deliver win/win outcomes * Developing a win/win mindset and behaviours * Rights and responsibilities of negotiators SETTING NEGOTIATION OBJECTIVES * Clarifying essential, desirable and ideal objectives * Assessing the most favoured, realistic target and walk away positions THE NEGOTIATION PROCESS  * The importance of preparation * Creating an opening proposal * Where to pitch the opening proposal BARGAINING/TRADING - GAINING MOMENTUM * Knowing your parameters – what can be traded? * Choosing a strategy and tactics * Dealing with questionable tactics and ploys * Building rapport – the communication process * Asking the right questions and active listening * Being assertive, demanding your rights and ensuring you meet your responsibilities CLOSING TECHNIQUES * Trial and actual closing techniques * Signalling * Summarising and documenting the agreement * Follow up and implementation of the deal

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Any team member with Customer interaction (including internal) are the 'Ambassadors' of the company/organisation. If they project positive professionalism - they win others' confidence. If they appear or sound like they are in any way indifferent or unprofessional - they will cost sales and lose clients/customers. With this 2 day Training course, that will be tailored to your company/organisation, each person attending will upgrade their professional standards in people skills, telephone manner and email etiquette. No training in this area may well be a false economy as there is a much greater risk of disenfranchised customers and team members - and probably increases your competitors to win business at your expense. Professional customer care is all too frequently regarded as a token issue in most induction sessions for employees. Surprisingly it is very rarely considered as a key priority, despite being essential for ensuring customer commitment is secure and supplier/partnerships are robust. Excellent customer care is paramount in our ever increasingly competitive market and making customers feel valued and looked after is often a differentiator. This 2-day course will help you understand your customers and the vital importance of customer care in any organisation. You will gain the tools and techniques to apply your learning directly back into the workplace and deliver excellent customer care. -------------------------------------------------------------------------------- Course Syllabus The syllabus of the Professional Customer Care course is comprised of four modules, covering the following: Module One What is Excellent Customer Care? * Internal versus external customers * Why customer care is important * Meeting customer expectations Module Two Making a Personal Difference * How do you measure customer care? * Making a difference * Taking ownership * Positive mental attitude * Displaying professionalism both face-to-face and over the telephone * Using positive language Module Three Gathering Information and Offering Solutions * Asking the right questions * Active listening skills * Summarising and clarifying skills Module Four * Dealing with Difficult Situations * How to give a 'service' no * Demonstrating empathy * Assertiveness techniques * Handling a complaint * Problem solving * Saying 'sorry' * Making realistic promises and keeping them -------------------------------------------------------------------------------- Real Play Scenarios with a Professional Actor (Optional Extra) This programme benefits significantly from our innovative training feature: Real Play. Using a professional actor who performs role plays as different customer characters in carefully devised situations, the delegates have the opportunity to 'pause' the role play to coach and control their character to improve their skill sets and practice the theory delivered. These scenarios can deal with difficult situations and enacting options to ensure good customer relations are intact. The outcome of the scenario is the responsibility of the delegates, not the trainer and actor. The actor will remain in character throughout the de-brief in order to bring to life the impact and possible next steps. -------------------------------------------------------------------------------- Objectives By the end of the course participants will be able to * Adopt a professional telephone manner * Communicate assertively by taking control and directing the conversation * Deliver information positively by offering options and alternatives * Develop a range of versatile behaviours to use when dealing with difficult situations by: * Listening actively * Using empathy * Gathering relevant information through effective questioning * Finding solutions to concerns/problems quickly and efficiently * Speaking positively and assertively -------------------------------------------------------------------------------- WHAT IS THE BENEFIT? For individuals this course will increase confidence and ability to deal with customers in all situations, which will in turn create customer loyalty and raise their profile. For an employer, ensuring that all customer facing employees are demonstrating excellent customer care instils confidence in the customers and promotes a positive image of the company. -------------------------------------------------------------------------------- IN-HOUSE COURSES Every single team member or employee that has a role which involves engaging with a customer, client and/or a key partner/supplier has a responsibility for projecting a positive image of the organisation which they represent. That may sound obvious, but how many hundreds of experiences have you had as a customer where you were treated with indifference and a distinct lack of professionalism by the receptionist, the retail assistant, the tele-agent, the delivery person, the credit controller or the departmental manager of the operation that you were dealing with? Far too many to count? This is because professional customer care is regarded as a token issue in most induction sessions for employees - and it is very rarely considered as a key priority to ensure customer commitment is secure and supplier/partnerships are robust. Yet the hugely expensive churn in customer/client commitments and staff is enormously expensive and immensely disruptive to any organisation. -------------------------------------------------------------------------------- THE IMPORTANCE OF CUSTOMERS AND CLIENTS Every client/customer engaging person needs to recognise that it is ultimately the client or customer that pays their wages. If they gain a basic understanding of the clients' motivations and behaviours, coupled with some core skills in how to care for them, they will attain the status of 'professional'. This will very quickly translate into increased revenues, retained loyalty, high commitment and far greater security for all parties. The foundation has to be based on the authentic commitment to both the customer and also to the organisation they work for. Disenfranchisement readily curdles into sloppy behaviours cloaked in unprofessional attitudes and demeanours; plenty there to repel the most loyal of customers. If your company or organisation relies on repeat business and retaining the confidence and commitment of your clients, then all of your team members - perhaps including managers who set the example and have the biggest influence on the where the needle points to in relation to professionalism - need to be trained on the core basics of professional customer care. -------------------------------------------------------------------------------- CUSTOMER CARE PROGRAMMES FROM DICKSON TRAINING LTD We are delighted to boast about the many successes we have had in providing effective and long lasting improvements for many clients, where awards have been won and, more importantly, talent has been retained because their clients and customers keep on coming back. Professional customer care extends to suppliers and partners that you value and need to get the best service and rates from, as well as any 'internal clients' such as other departments where you need to rely on their support and collaboration in order to achieve your goals. It is amazing what effective professional customer care training can do for any organisation. Without it your organisation may be vulnerable, with it you are much more likely to see increased performances and much greater security and growth. -------------------------------------------------------------------------------- SCHEDULED COURSES Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.