London

<h2>Effective Presentation Skills: In-House Training</h2>
 <p>In today's results-oriented, global working environment, the ability to create and deliver presentations effectively is a necessary skill set for people at all levels of an organization. Regardless of your role, it's important to know how to synthesize your ideas into a coherent and focused narrative, add visuals that support and reinforce your message, and deliver it in a way that resonates with your audience. In this highly interactive course, we will unpack and practice some of the tools and techniques used by top speakers and influencers all over the world.</p>
 <p>In this engaging two-day course, you will plan, write, refine, practice, and deliver a presentation to the class. Your presentation will be filmed on both days, and you will leave the course with a flash-drive copy of your videos; participants of the virtual classroom workshop should be prepared to present via webcam. In addition to discovering and enhancing your own personal delivery style, you will learn how to create an overarching goal for your presentation and then organize and structure it for maximum impact. You'll gain insight into how to anticipate your audience's needs and tailor the content and delivery in a way that connects with them and sustains their attention and engagement. You will also learn skills that will help you control nervous energy, remain focused on and attuned to your audience, improvise under pressure, deal effectively with questions, and build a compelling call to action.</p><h3>What you will Learn</h3>
 <p>At the end of this program, you will be able to:</p>
 <ul>
 <li>Construct an effective presentation goal statement, opening, body, and closing that connect with an audience</li>
 <li> Analyze an audience's needs and style preferences, including relevant DiSC®-related elements</li>
 <li>Deliver a complete criteria-based presentation that will persuade others</li>
 <li>Align usage of visuals as well as verbal and non-verbal techniques to maximize the impact of your presentation</li>
 </ul><section>
                    <h3>Getting Started</h3>
 <ul>
 <li>Introductions and social agreements</li>
 <li>Course structure</li>
 <li>Course goals and objectives</li>
 <li>Opening activities</li>
 </ul>
 <h3>Planning and Organizing</h3>
 <ul>
 <li>Video: 'The Art of Misdirection'</li>
 <li>Setting your presentation goal</li>
 <li>Writing a goal statement</li>
 <li>Analyzing your audience</li>
 <li>Applying the 'reality' test</li>
 <li>Creating and strengthening supports</li>
 <li>Structuring your presentation</li>
 </ul>
 <p>5 components of an effective opening</p>
 <p>Presentation body</p>
 <p>Presentation closing</p>
 <ul>
 <li>Write your presentation opening</li>
 </ul>
 <h3>Audience Analysis</h3>
 <ul>
 <li>Video: 'How to Tie Your Shoes'</li>
 <li>Everything DiSC® introduction</li>
 <li>Audience DiSC® Styles</li>
 <li>Analyzing your audience</li>
 <li>Further audience analysis</li>
 </ul>
 <h3>Effective Delivery</h3>
 <ul>
 <li>Delivery challenges: virtual and in-person</li>
 <li>Keeping your audience engaged</li>
 <li>Your body as your instrument</li>
 </ul>
 <p>Verbal / paraverbal elements</p>
 <p>Body stance and nonverbal communication</p>
 <p>What are your 'tells?'</p>
 <h3>Controlling nervousness</h3>
 <ul>
 <li>Staying attuned to your audience</li>
 <li>Responding to questions</li>
 <li>Review and edit your opening</li>
 <li>Deliver your opening</li>
 </ul>
 <h3>Visuals and Enriching Elements</h3>
 <ul>
 <li>Using images in your presentation</li>
 <li>Guidelines for visual composition</li>
 <li>Using questions to engage your audience</li>
 <li>The power of the pause</li>
 </ul>
 <h3>Practicing and Applying What You've Learned</h3>
 <ul>
 <li>Preparation</li>
 <li>Delivery</li>
 <li>Feedback</li>
 <li>Opportunity to put into practice the program content and receive a video copy</li>
 </ul>
 <h3>Summary and Next Steps</h3>
 <ul>
 <li>What did we learn and how can we implement this in our work environment?</li>
 <li>Your personal action plan</li>
 </ul>


                </section>

IIL Europe Ltd

Effective Presentation Skills: In-House Training

General Admission

Bristol

<div style="color: rgb(34, 34, 34); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(34, 34, 34);"><div style="color: rgb(34, 34, 34); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(34, 34, 34);">Wednesday, 28 June &#39;23 &nbsp;&nbsp;7:30pm &ndash; 9:30pm&nbsp;<span style="color: rgb(102, 102, 102); box-sizing: border-box;" fr-original-style=" color: rgb(102, 102, 102);">BST</span>&nbsp;Beechwood Club, 3tr Beechwood Road, Fishponds, Bristol, BS16 3TP&nbsp;20 spaces available</div><div style="color: rgb(34, 34, 34); box-sizing: border-box;" fr-original-style=" color: rgb(34, 34, 34);"><div data-area="collapsable" fr-original-style="" style="box-sizing: border-box;"><div style="color: rgb(34, 34, 34); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(34, 34, 34);"><p style="color: rgb(51, 51, 51); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(51, 51, 51);">There is a kitchen for making tea and coffee at the venue.</p></div><div style="color: rgb(34, 34, 34); box-sizing: border-box;" fr-original-style=" color: rgb(34, 34, 34);"><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Amenities</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Toilets</li><li fr-original-style="" style="box-sizing: border-box;">Parking</li></ul></div><h3 style="color: rgb(34, 34, 34); box-sizing: border-box;" fr-original-style=" color: rgb(34, 34, 34);">Details</h3><p style="color: rgb(51, 51, 51); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(51, 51, 51);">Learn a varied range of latin and ballroom dances as well as popular line dances and party dances in this LGBTQI friendly class. Suitable for beginners and more experienced dancers. Everyone is welcome and no need to bring a partner unless you want to!<br fr-original-style="" style="box-sizing: border-box;">Class timetable:<br fr-original-style="" style="box-sizing: border-box;">7.15pm - improvers class<br fr-original-style="" style="box-sizing: border-box;">8pm - beginners class<br fr-original-style="" style="box-sizing: border-box;">8.45pm - both groups join together to learn a fun line dance<br fr-original-style="" style="box-sizing: border-box;">9pm- practice/social time<br fr-original-style="" style="box-sizing: border-box;">9.15pm - cool down</p><h3 style="color: rgb(34, 34, 34); box-sizing: border-box;" fr-original-style=" color: rgb(34, 34, 34);">Instructions</h3><p style="color: rgb(51, 51, 51); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(51, 51, 51);">Wear dance shoes, dance trainers or smooth soled shoes.</p></div></div></div><div style="color: rgb(34, 34, 34); box-sizing: border-box;" fr-original-style=" color: rgb(34, 34, 34);"><div data-area="collapsable" fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div></div>

Bristol Equality Dance

Salsa Dancing

Learn popular latin dances such as salsa, bachata, cha cha cha and also latin American dances including samba, paso doble, jive and rumba. Suitable for complete beginners.
Please note there is no class on 13th June but the 27th June will be a double class.

Equality Dancing

Learn popular latin dances such as salsa, bachata, cha cha cha and also latin American dances including samba, paso doble, jive and rumba. Suitable for complete beginners. Single class drop in ticket, must be booked in advance.

Single Class

Equality Dancing 6 week course (beginners)

Equality Dancing 6 week course (improvers)

Loughborough

<div>
		

		<div>
			
			<p>Ensuring that you provide the level of service that your customers want to be delivered through your people. This programme develops the skills and behaviours that enhance the experience that your customers receive.</p>
			<div><i></i> 2 x 3 Hour Sessions</div>
			<div><i></i>  £450.00 incl. VAT</div>
			
			
		</div>
	</div>

	

	<div id="filters">
		
		
	</div>

	

    <div>

		
		 
		

		<div></div>

		<div>
			<p>Want to run this event in-house?  Enquire about running this event in-house </p>
			
		</div>

		<div>
			<p>Interested in attending? Have a suggestion about running this event near you?<br />Register your interest now</p>
			
		</div>
	</div>
	<div></div>
	
		
        <div>
			
		</div>
				

	
		<h3>Description</h3>
		<p></p><h4><span>Ensuring that you provide the level of service that your customers want to be delivered through your people. This programme develops the skills and behaviours that enhance the experience that your customers receive.<br /></span></h4>
<h4><span>Aim: To develop the customer service skills of your people so that they enhance the experience for your customers.<br /></span></h4>
<p></p>
	
		<h3>Modules/Lessons</h3>
		<p></p><h4>Programme Outcome</h4>
<ul>
<li>Customers feel engaged &amp; informed throughout the whole journey</li>
<li>Customers <i>feel important</i></li>
<li>Reduces complaints</li>
<li>Increases compliments</li>
<li>Help you win more business</li>
<li>Increases recommendations and profitable customer conversations</li>
<li>Improves external perception of your business</li>
<li>Makes it a better place to work</li>
<li>Colleagues feel important and even more confident in their roles</li>
<li>Great Customer Service drives great Customer Experience</li>
</ul>
<h4>Duration</h4>
<p>The programme is made up of 2 x 3-hour virtual modules or 1 day in person</p>
<h4>Programme content</h4>
<ul>
<li>Introduction and Welcome - We are all part of the same journey - what does this mean to you</li>
<li>What do we mean by Customer service and how this links to the customers experience?</li>
<li>In the shoes of your customer - to get the participants thinking about what Customer Service means to different people, which in turn will impact the mindset</li>
<li>Its not what you say, it is what <b><i>you say and do </i></b>- bringing Customer Service to life by 'Being It'</li>
<li>The journey starts and ends with you, so how can we enhance the Customer Service we provide to our internal &amp; external customers</li>
<li>Video and discussion around the key concepts of Be there, Make their day, Choose your attitude, Play - have a sense of fun linking this to creating the right customer service throughout their journey</li>
<li>Being on the front foot - what does this mean and how can we demonstrate this to our customers</li>
<li>Engaging with our customers, when, how often, why &amp; about what</li>
<li>Pulling it all together- what are the critical behaviours we need to demonstrate to bring our vision of Customer Service to life.</li>
<li>Follow up coach to support the business in implementing this important skill as required</li>
</ul>
<p></p>

Mpi Learning - Professional Learning And Development Provider

Ensuring that you provide the level of service that your customers want to be delivered through your people. This programme develops the skills and behaviours that enhance the experience that your customers receive.

Customer Service

Harpenden

<p>Customers are astute and well-practised in researching and seeking information, solutions and added value in the minimum number of clicks online. There's only so much time they're willing to spend carrying on clicking. This mentality isn't just restricted to the world of B2C. In our increasingly hectic world, where information is expected to be available instantly, it applies just as much to B2B.</p><p>In this workshop, we look at how putting yourself in the shoes of your customer and mapping their decision-making and buying journey is critical to ensuring that you provide what they perceive as fast solutions and added value.</p><p>You will learn all about the three pillars for creating competitive brand experiences:</p><p>Customer engagement planning puts you firmly in the shoes of your customer, helping you to build meaningful marketing communications delivered through the right resources at the right time to inspire your customers to engage with you.</p>This programme will help participants to:<p> </p><ul><li>Understand the evolution of the customer buying journey</li><li>Map a customer buying journey for your brand or solutions</li><li>Understand the customer micro-moments and signals indicating interest and buying intent, both online and offline</li><li>Apply the psychology of branding to build marketing communications with impact</li><li>Develop sales and marketing content that differentiates your brand(s) from the competition by demonstrating unique value and how you can meet your customer's needs</li></ul><section>
                    <h3>1 The evolution of the customer journey</h3><ul><li>Understand how the use of mobile has had an impact on the customer buying journey where today's customers can research and compare products and solutions whenever and wherever they like, making the purchase journey even less linear</li><li>Explore how marketers are adapting to this new customer behaviour and drawing upon various strategies to win the hearts and minds of their audiences</li></ul> <h3>2 The See-Think-Do-Care framework</h3><ul><li>Explore the many different frameworks used to track the customer journey</li><li>Understand and apply the modern marketing model, where the internet has enabled the customer to hop between multiple touchpoints before making a purchase decision</li></ul> <h3>3 Customer micro-moments and signals in their buying journey</h3><ul><li>Understand the online and offline moments when customers seek information to research and make buying decisions</li><li>Apply this understanding to build a marketing communication plan to reach customers at all stages of their buying journey</li></ul> <h3>4 The role of branding in the customer journey</h3><ul><li>Explore the psychology of branding</li><li>Learn how to ensure your branding is relevant to your target customer needs</li><li>Bring together your brand value and story to achieve brand loyalty</li></ul> <h3>5 The Why-How-What framework</h3><ul><li>Apply a systematic approach to build a successful and compelling brand</li><li>Understand how starting with 'why' will help build your brand purpose</li><li>Apply the content marketing matrix to communicate your brand's value</li><li>Apply the hero-help-hub model to build engaging content marketing</li></ul> <h3>Actionable outcomes</h3>We will use your brand examples to provide opportunities for practice:<ul><li>You will learn and reflect on best practice examples of customer engagement</li><li>You will discover your brand value, purpose and the 'sweet spot' to drive engagement with your customers</li><li>You will create a customer engagement plan that can be implemented immediately within your business</li><li>You will receive immediate feedback on your customer engagement plan</li><li>You will have the opportunity to share common issues and solutions with your colleagues in the group</li></ul> 


                </section>

The In House Training Company

Customer Experience

Online Course Marketing

Customer Journey

Business Branding

Corporate Marketing

Customer Experience Management

Customer engagement (In-House)

<p>Take your sales people from average to high performance. Motivate and develop experienced sales professionals with some new insights and learning.</p><p>Applying NLP principles, techniques and models, this workshop will introduce the core attitudes and behaviours that differentiate the excellent sales person from the average one.</p>The programme will help participants:<ul><li>Understand and adopt the mindset and beliefs needed for sales excellence</li><li>Build rapport and connect with buyers at a deeper and more personal level</li><li>Recognise some of the thinking and language patterns that make each individual unique</li><li>Ask powerful questions to further understand the unique world of the individual and how they make decisions</li><li>Apply tools and techniques to empathise with clients - seeing things from their perspectives</li><li>Tailor their sales approach to the individual buyer's style, and talk in their language</li><li>Influence with integrity and sell to organisations and individuals successfully</li></ul><section>
                    <h3>1 Introduction</h3><ul><li>Aims and objectives of the programme</li><li>Personal introductions and objectives</li><li>Workshop overview</li></ul> <h3>2 An introduction to NLP and sales excellence with NLP</h3><ul><li>An overview of NLP and applying it to selling</li><li>The pillars of NLP</li><li>The NLP model of communication</li><li>The difference that makes the difference</li></ul> <h3>3 Building enhanced rapport</h3><ul><li>Defining rapport and why it is important when selling</li><li>Going beyond the initial small talk</li><li>Building relationships with individual decision-makers</li><li>Matching and mirroring</li><li>Levels of rapport</li></ul> <h3>4 Understanding the buyer's personal buying map</h3><ul><li>How we take in, filter and process information</li><li>How we judge others based on our own experiences of the world</li><li>The different ways in which we communicate when selling</li><li>Recognising and understanding the language and thinking patterns of others</li><li>Adapting your sales communication style to different buyers</li></ul> <h3>5 Making sense of the buying process</h3><ul><li>How we filter information through our senses</li><li>Understanding how we see, hear and experience the world</li><li>Visual, auditory and kinaesthetic buyers</li><li>Listening for key insights</li><li>What different buyers want from you to help them to buy</li><li>Applying sensory awareness to the sales process</li></ul> <h3>6 Successful sales mindset</h3><ul><li>The connection between thoughts and actions</li><li>The sales beliefs of excellence</li><li>Identifying negative thoughts and beliefs that are holding you back</li><li>How to change your mindset</li><li>Adopting the sales beliefs of excellence</li></ul> <h3>7 Powerful questions</h3><ul><li>Reviewing and honing your questioning skills</li><li>Understanding the questions that great sales people ask</li><li>Avoiding assumptions</li><li>Clean language questions</li><li>Getting to the bottom of it - precision questions</li><li>Turbo-charging how you qualify</li></ul> <h3>8 Influencing with integrity</h3><ul><li>Understanding empathy</li><li>Stepping into the buyer's shoes</li><li>Speaking the buyer's language</li><li>Tailoring your sales approach to the individual</li><li>Match, pace, lead - how to take your buyer with you</li></ul> <h3>9 Putting it all together</h3><ul><li>Personal learning summary and action plans</li></ul> 


                </section>

Coaching Skills

Professional Selling Skills (PSS)

Neuro-Linguistic Programming (NLP)

NLP Practitioner

Influencing Skills

Presentation Skills

Selling with NLP (In-House)

<h2>Honest Conversations: In-House</h2><h3>Giving and receiving feedback - with confidence, grace and clarity</h3><p>Few of us are naturals when it comes to having honest conversations, especially around giving and receiving feedback.</p><p>We struggle to find a path between being too direct and confrontational, as against softening our message so much that it gets lost in an emotional fog.</p><p>We need to structure information in a non-emotive way, giving clear feedback and delivering messages with empathy and compassion. We need a toolkit we can use on a day-to-day basis to build an honest, open working culture with those who report to us - and, indeed, with those to whom we report. This very popular programme is the answer.</p><h3>What's in it for you?</h3><ul><li>Understand what honest conversations are and why they're important</li><li>Be able to identify and manage your emotions</li><li>Be able to use a variety of techniques for structuring honest conversations</li><li>Learn how to get key messages across, with empathy and compassion</li></ul><section>
                    <h3>What's a difficult conversation? What's an honest conversation? And what's the difference?</h3><ul><li>What makes a conversation &amp;'difficult'?</li><li>What makes for an &amp;'honest' conversation?</li><li>Why they're not the same</li></ul><h3>The role emotions play</h3><ul><li>What neuroscience tells us about how our emotions work</li><li>How certain situations can prompt strong reactions</li><li>The NLP model of communication and how our brains will delete, distort and generalise information based on our own unique map of the world</li><li>The belief cycle</li><li>Techniques for identifying your emotions and managing them</li></ul><h3>Understanding your purpose</h3><ul><li>Where most conversations go wrong</li><li>Are you looking for them to change behaviour, to understand new information, to influence them or to express your feelings?</li><li>The A to B model for structuring your honest conversation</li></ul><h3>Giving and receiving feedback</h3><ul><li>The benefits of giving and receiving feedback</li><li>How emotions play a role in feedback</li><li>How to structure feedback using the See/Saw Model</li><li>How giving positive feedback can be just as difficult for some people</li><li>How to manage your emotions and accept feedback with grace</li><li>Keeping focused on the positives</li></ul><h3>Raising issues</h3><ul><li>How to build up to an honest conversation</li><li>Maintaining rapport while raising issues</li><li>The LADDER model for planning and executing the discussion</li></ul><h3>Empathy and understanding others' perspectives</h3><ul><li>How a perceived lack of understanding and empathy raise the temperature</li><li>Practical techniques for &amp;'standing in the other's shoes'</li><li>Effective questioning and listening</li><li>The role of positive intentions and values in honest conversations</li></ul><h3>Making sure you get it right</h3><ul><li>The &amp;'must haves' for effective honest conversations</li><li>Unconscious biases<ul><li>Affinity bias</li><li>Attribution bias</li><li>Conformity bias</li><li>Confirmation bias</li><li>Gender bias</li></ul></li><li>Factual inaccuracies</li><li>The Ladder of Inference as a model for taking a fact-based approach</li></ul><h3>Actions and next steps</h3><ul><li>Review</li><li>Personal action planning</li><li>Next steps</li></ul>


                </section>

Maximum Performance

Honest Conversations: In-House

<p dir="ltr" id="isPasted" 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;">A workshop led by Shakara - Friday 3rd May 2:30pm-5:30pm (in main Theatre Space)</span></p><p dir="ltr" id="isPasted" 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;"><br fr-original-style="" style="box-sizing: border-box;"></span></p><p dir="ltr" id="isPasted" 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;"><br fr-original-style="" style="box-sizing: border-box;"></span></p><p dir="ltr" id="isPasted" 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;">Introduction&nbsp;</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;">Introduce the whole thing - 5 mins</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;">Outline workshop - 5 mins</span></p></li></ul><br fr-original-style="" style="box-sizing: border-box;"><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;">Rooting</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;">Shoes off, movement - 5 mins</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;">Trust contract - 5 mins</span></p></li></ul><br fr-original-style="" style="box-sizing: border-box;"><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;">Intention setting</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;">Greeting ritual: Hello, eye contact, taking a breathe in synch with each person in the - 10 mins&nbsp;</span></p></li></ul><br fr-original-style="" style="box-sizing: border-box;"><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;">Guided Meditation</span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;- 15-20 mins</span></p><br fr-original-style="" style="box-sizing: border-box;"><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;">Connecting to Sensation</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;">immersing into sensation - 10 mins</span></p></li></ul><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;">Writing exercise - 10 mins</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;">Ode to sensation - 10 mins</span></p></li></ul><br fr-original-style="" style="box-sizing: border-box;"><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;">Break</span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style="color:#000000;">&nbsp;- 10 mins</span></p><br fr-original-style="" style="box-sizing: border-box;"><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;">Connecting to Feeling</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;">Somatic Contemplation &nbsp;- 5 mins</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;">Writing exercise: eros as a place/object - 15 mins</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;">Reflection and sharing - 10 mins</span></p></li></ul><br fr-original-style="" style="box-sizing: border-box;"><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;">Interplay</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;">&nbsp;The erotic as power &nbsp;- 20 mins</span></p></li></ul><br fr-original-style="" style="box-sizing: border-box;"><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;">Performance</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;">Shakara (Performance) - 20 mins</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;">Participants&#39; performances (3 mins each x 4) - 12 mins</span></p></li></ul><br fr-original-style="" style="box-sizing: border-box;">

Kiota

A movement and poetry workshop using the Erotic as a powerful prompt.

User of the Erotic: The Erotic as Power Workshop


<p>Wouldn't sales be a 'walk in the park' without challenging customers? Why is it that some customers are so difficult to please, so quick to call 'foul' at the slightest blip and so mean with their gratitude after we've bent over backwards to accommodate them? Whether we are looking at prospective or existing customers, there is a toolkit for dealing with the most challenging of them.</p>This course will help participants:<ul><li>Use broad open questions to give the customer a platform for their opinions or issues</li><li>Improve listening skills to really understand what's behind the customer's challenging style</li><li>Probe specific phrases to show listening and earn deeper disclosure</li><li>Use silence to let challenging customers 'blow off steam'</li><li>Understand the negative impact of certain phrases on a challenging customer</li><li>Summarise effectively and reassure the customer of our understanding of their needs</li><li>Recognise the 'behaviour cycle' and avoid emotional escalation</li><li>Understand 'transactional analysis' and how to bring people from 'child' to 'adult' state</li><li>Create loyalty in customers who are slow to give trust</li></ul><section>
                    <h3>1 What makes a customer 'challenging'?</h3><ul><li>Why customers challenge us - understanding their drivers</li><li>'Wearing their shoes' - seeing things from their perspective</li><li>Understanding our own personality style</li><li>How to flex with a style that is different from our own</li><li>Ways to quickly recognise a customer's style</li><li>The benefits of flexing with a challenging customer's style</li></ul> <h3>2 Practical exercise - forum theatre</h3><ul><li>Participants take it in turns to deal with the trainer (who plays the role of the challenging customer)</li><li>Observers stop the action when they hear or see something they deem wrong</li><li>The participant in the seat gets a chance to use a suggested alternative line</li><li>The participant who makes the suggestion has the chance to occupy the seat and deliver it themselves</li><li>Frequent feedback from the trainer as to how the participant's words are making him feel</li><li>Opportunities to rewind the action if an ill-advised line is suggested and delivered</li><li>Flipchart for capturing what worked, what didn't work and why</li><li>Mehrabian principle - the importance of body language and tone over words used</li></ul> <h3>3 Questioning and listening skills</h3><ul><li>How to use open questions to get the customer talking</li><li>What questions to avoid and why</li><li>The use of pauses and silence to reduce tension and build trust</li><li>What listening is and what it isn't</li><li>Question funnelling - how to earn deeper disclosure through probing</li><li>The power of summary</li></ul> <h3>4 Transactional analysis explained</h3><ul><li>What is transactional analysis (TA)?</li><li>Exploring the TA states and why people behave in that way under pressure</li><li>How to bring challenging customers to 'adult' state to reduce tension</li><li>How 'parent' or 'child' behaviours can be inadvertently triggered</li><li>Understanding the 'behavioural cycle' and how to break it</li><li>Mini-role play 'vignettes' to demonstrate real time impact of ill-chosen words</li></ul> <h3>5 How to build trust with challenging customers</h3><ul><li>Techniques for placating current challenging customers</li><li>Methods that the participants have already used effectively - understanding why those methods worked and how other participants can model them</li><li>Participants' experiences of trust having been lost - understanding why those experiences had that negative outcome</li><li>How to 'go the extra mile' with challenging customers</li></ul><h4></h4> <h3>6 Bringing a 'real' challenging customer to life</h3><ul><li>Participants give the trainer a brief profile of a specific challenging customer of theirs</li><li>5-10 minute roleplay in which the trainer brings that individual to life</li><li>Observing participants - without interrupting - make notes on what is and isn't working</li><li>Trainer stops the action half-way through to give feedback on how he is feeling</li><li>Participant goes back into the roleplay having recalibrated their approach based on feedback</li><li>Observers give feedback on what did and didn't work</li><li>Trainer comes out of character to explain the impact of the participant's words and behaviours</li></ul> <h3>7 Wrap-up</h3><ul><li>Key learnings from each participant</li><li>Individual action planning - steps that can and will be implemented in the workplace</li></ul> 


                </section>

Educators providing Courses in Bristol

Courses matching "Shoes"

Effective Presentation Skills: In-House Training

By IIL Europe Ltd

Equality Dancing

By Bristol Equality Dance

Customer Service

By Mpi Learning - Professional Learning And Development Provider

Customer engagement (In-House)

By The In House Training Company

Selling with NLP (In-House)

By The In House Training Company

Honest Conversations: In-House

By Maximum Performance

User of the Erotic: The Erotic as Power Workshop

By Kiota

Dealing with challenging customers (In-House)

By The In House Training Company

Search By Location