Motherwell

The Power Within Training & Development Ltd

Growth Leadership Programme

Bardsey

Leeds

Nottingham

Reading

<p id="isPasted" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">In order to be an effective manager, it is extremely important to have good communication skills so that you can get your instructions across clearly and in a manner which will get you the results you desire from your employees.</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Our 2-day Effective Communication and Influencing course aims to provide attendees with a range of skills and behaviours which will allow them to communication clearly and effectively. Course syllabus modules include explaining the communication process, the different styles of influencing, the importance of body language and tone of voice, non-verbal communication and more.</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;"><div style="color: rgb(125, 125, 125); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(125, 125, 125);"><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;">Course Syllabus</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">The syllabus of the Effective Communication and Influencing course is comprised of seven modules, covering the following:</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;">Module One</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">The Communication Process</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Identifying, what is effective communication?</li><li fr-original-style="" style="box-sizing: border-box;">Recognising the different ways in which we communicate</li><li fr-original-style="" style="box-sizing: border-box;">The barriers to effective communication</li><li fr-original-style="" style="box-sizing: border-box;">Looking at Johari&#39;s&trade; Window, to better understand how communication flows</li></ul><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;">Module Two</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Effective Communication Skills</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Demonstrating a positive mental attitude</li><li fr-original-style="" style="box-sizing: border-box;">Establishing active listening</li><li fr-original-style="" style="box-sizing: border-box;">Developing your questioning skills</li><li fr-original-style="" style="box-sizing: border-box;">Using positive language</li></ul><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;">Module Three</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Different Types of Influencing</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Looking at influencing versus manipulation</li><li fr-original-style="" style="box-sizing: border-box;">Developing your own preferred influencing style</li><li fr-original-style="" style="box-sizing: border-box;">Understanding the different influencing styles and their uses</li><li fr-original-style="" style="box-sizing: border-box;">adopting a flexible style for the desired outcome</li></ul><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;">Module Four</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Behaviour Breeds Bahaviour (Transactional Analysis)</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Looking at the history of hidden transactions in communications</li><li fr-original-style="" style="box-sizing: border-box;">The hidden meaning in what we say and what we receive</li><li fr-original-style="" style="box-sizing: border-box;">How to recognise if what you&#39;re saying is calm, rational, logical and professional</li></ul><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;">Module Five</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Body Language</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Understanding the impact of body language in effective communication</li><li fr-original-style="" style="box-sizing: border-box;">Noticing how your own body language influences others positively and negatively</li><li fr-original-style="" style="box-sizing: border-box;">Analysing and practicing the techniques of successful body language</li></ul><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;">Module Six</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">It&#39;s All in the Voice</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Learning the importance of tone of voice in effective communication</li><li fr-original-style="" style="box-sizing: border-box;">Realising how your tone of voice influences others</li></ul><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;">Module Seven</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Written Communication</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Understanding the pitfalls of opening a discussion</li><li fr-original-style="" style="box-sizing: border-box;">Identifying the different types of written communication</li><li fr-original-style="" style="box-sizing: border-box;">Recognising the importance of preparation and planning</li><li fr-original-style="" style="box-sizing: border-box;">Looking at different structures and layouts of written communication</li><li fr-original-style="" style="box-sizing: border-box;">Using the correct words and phrases</li></ul><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><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;"><div style="color: rgb(125, 125, 125); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(125, 125, 125);"><h3 style="color: rgb(17, 86, 166); box-sizing: border-box;" fr-original-style=" color: rgb(17, 86, 166);">Scheduled Courses</h3></div><section style="color: rgb(125, 125, 125); box-sizing: border-box;" fr-original-style=" color: rgb(125, 125, 125);"><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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.</p></section></div>

Dickson Training Ltd

Effective Communication and Influencing

Harpenden

<p>Masterclasses? Refreshers? Introductions?</p><p>It depends what you're looking for and where you want to pitch them, but here are six tried-and-tested highly focused sessions that organisations can take individually or as a series, to help develop their teams' project management capabilities one topic at a time.</p>Objectives for each individual session are set out below, as part of the session outlines.<p>Taken together, as a series, however, these modules are an ideal opportunity to develop your team's levels of project management capability maturity, whether that's by introducing them to the basic principles, refreshing them on best practice, or giving them the opportunity to really drill down into a specific area of challenge in your particular operating environment.</p><section>
                    <h3>Session outlines</h3> 1 Stakeholder management <h3>Session objectives</h3>This session will help participants:<ul><li>Understand why stakeholders matter to projects</li><li>Be able to identify and engage stakeholders</li><li>Be able to categorise stakeholders by their significance</li></ul> <h3>1 Key principles</h3><ul><li>What does 'stakeholder' mean - in theory?</li><li>What does this mean in practice?</li><li>Why stakeholders matter</li><li>Consequences of missing stakeholders</li><li>The stakeholder management process:<ul><li>Identify</li><li>Assess</li><li>Plan</li><li>Engage</li></ul></li></ul> <h3>2 Identifying stakeholders</h3><ul><li>Rapid listing</li><li>CPIG analysis</li><li>PESTLE analysis</li><li>Drawing on the knowledge and experience of others</li><li>Other ways to identify stakeholders</li></ul> <h3>3 Assessing stakeholders</h3><ul><li>Which stakeholders are significant?</li><li>Stakeholder radar</li><li>Power-interest maps</li><li>Power-attitude maps</li></ul> <h3>4 Planning</h3><ul><li>The adoption curve</li><li>Dealing with obstacles</li><li>Who should engage which stakeholder?</li><li>How should the project's organisation be structured?</li><li>How will communication happen?</li></ul> <h3>5 Engaging</h3><ul><li>Seven principles of stakeholder engagement</li></ul> 2 Requirements and prioritisation <h3>Session objectives</h3>This session will help participants:<ul><li>Understand how clarity of requirements contributes to project success</li><li>Use different techniques for prioritising requirements</li><li>Agree requirements with stakeholders</li><li>Manage changes to requirements</li></ul> <h3>1 Understanding and managing stakeholder needs and expectations</h3><ul><li>What are 'requirements'?</li><li>What is 'requirements management'?</li><li>Sources of requirements - and the role of stakeholders</li><li>Are stakeholders sufficiently expert to specify their needs?</li><li>Do they understand the detail of what they want, or do they need help to tease that out?</li><li>What do stakeholders want to achieve?</li><li>Working within constraints</li><li>Prioritising requirements - three techniques</li></ul> <h3>2 MoSCoW prioritisation</h3><ul><li>'Must have', should have', 'could have, 'won't have this time'</li><li>When to use MoSCoW</li></ul> <h3>3 The Kano Model</h3><ul><li>Customer satisfaction - 'attractive' and 'must-be' qualities</li><li>When to use Kano</li></ul> <h3>4 Value-based prioritisation</h3><ul><li>Understanding risk <em>v</em> value</li><li>Using risk <em>v</em> value to prioritise features and schedules</li></ul> <h3>5 Agreeing requirements</h3><ul><li>Perfect <em>v</em> 'good enough'</li><li>Establishing acceptance criteria</li><li>Requirements traceability</li><li>Agreeing project scope</li></ul> <h3>6 Changing requirements</h3><ul><li>Why requirements change</li><li>Why change control matters</li><li>Impact on projects</li><li>A formal change control process</li><li>Paying for change - managing change for different types of project</li></ul> 3 Estimating <h3>Session objectives</h3>This session will help participants:<ul><li>Understand the different purposes estimates satisfy</li><li>Be able to use different estimating techniques</li><li>Understand how to achieve different levels of accuracy</li></ul> <h3>1 Key principles</h3><ul><li>What's an estimate? Informed guesswork</li><li>What needs to be estimated? Costs, resources, effort, duration</li><li>Tolerances</li><li>Precision <em>v</em> accuracy</li></ul> <h3>2 Estimating through the lifecycle</h3><ul><li>Start</li><li>Plan</li><li>Do</li></ul> <h3>3 Early estimates</h3><ul><li>Comparative ('analogous') estimating</li><li>Parametric estimating</li><li>Using multiple estimating techniques</li></ul> <h3>4 Bottom-up estimating</h3><ul><li>Bottom-up ('analytical') estimating</li><li>Pros</li><li>Cons</li></ul> <h3>5 Three-point estimating</h3><ul><li>Three-point ('PERT': Programme Evaluation and Review Technique) estimating</li><li>Uncertainty and the range of estimates</li><li>Calculating a weighted average</li><li>Three-point with bottom-up</li></ul> 4 Scheduling <h3>Session objectives</h3>This session will help participants:<ul><li>Understand how to create a viable schedule</li><li>Be able to use different forms of schedule</li><li>Understand the concept of the critical path</li></ul> <h3>1 Key principles</h3><ul><li>The planning horizon</li><li>Rolling wave planning</li><li>Release planning</li></ul> <h3>2 Viable scheduling</h3><ul><li>Creating a viable schedule</li><li>Define the scope</li><li>Sequence the work</li><li>Identify the risks and build in mitigations</li><li>Identify the resources</li><li>Estimate the effort and durations</li><li>Check resource availability</li><li>Refine until a workable schedule is produced</li></ul> <h3>3 Critical path analysis</h3><ul><li>The critical path</li><li>Network diagrams</li><li>Sequence logic</li><li>Practical application:<ul><li>Network diagram with estimated durations</li><li>The 'forward pass'</li><li>The 'backward pass'</li><li>Calculating total float</li><li>Identifying the critical path</li><li>Calculating free float</li></ul></li><li>Gantt charts</li></ul> 5 Risk and issue management <h3>Session objectives</h3>This session will help participants:<ul><li>Understand the difference between risks and issues</li><li>Be able to identify and assess risks</li><li>Understand ways of mitigating risks</li><li>Manage issues</li></ul> <h3>1 Key principles</h3><ul><li>Understanding risk</li><li>Threats and opportunities</li><li>The risk management process<ul><li>Preparation - proactive risk management</li><li>The process - identify, assess, plan, implement</li><li>Stakeholder communication</li></ul></li><li>Roles and responsibilities</li><li>Risk management strategy</li><li>The risk register</li><li>Risk appetite</li></ul> <h3>2 Risk identification</h3><ul><li>Brainstorming</li><li>Interviews</li><li>Assumption analysis</li><li>Checklists</li></ul> <h3>3 Risk assessment and prioritisation</h3><ul><li>Probability, impact and proximity</li><li>Triggers</li><li>Qualitative risk assessment</li><li>Qualitative impact assessment</li><li>Qualitative probability assessment</li><li>Probability / impact grid</li><li>Bubble charts</li><li>Risk tolerance</li></ul> <h3>4 Planning countermeasures</h3><ul><li>To mitigate or not to mitigate?</li><li>Categories of risk response</li><li>Avoid and exploit</li><li>Reduce and enhance</li><li>Transfer</li><li>Share</li><li>Accept</li><li>Contingency</li><li>Secondary risks</li></ul> <h3>5 Issue management</h3><ul><li>What is an issue?</li><li>Tolerances</li><li>Issues and tolerances</li><li>The PRINCE2 view of issues</li><li>Ownership of issues</li><li>An issue management process</li><li>Issue register</li></ul> 6 Budgeting and cost control <h3>Session objectives</h3>This session will help participants:<ul><li>Understand what to include in a budget - and why</li><li>Choose - and use - the appropriate estimating technique</li><li>Align the budget with the schedule</li><li>Understand how to monitor spend and control costs</li><li>Trouble-shoot effectively to get projects back within budget</li></ul> <h3>Session format</h3>Flexible. The session can be tailored to the participants' average level of project management maturity - a 60-minute session (delivered virtually) is an effective introduction. A 90-minute session allows for more in-depth treatment. A half-day session (face-to-face or virtual) gives time for a more challenging workshop, particularly to discuss specific cost control issues with any of the participants' current projects. <h3>1 Where is the money coming from?</h3><ul><li>Can we pay from revenue? Do we need to borrow? How long will the project take to pay back?</li><li>The lifecycle of the budget</li><li>Through-life costs</li><li>Stakeholder involvement</li></ul> <h3>2 Estimating costs</h3><ul><li>Reminder: the relationship between estimates</li><li>Reminder: possible estimating techniques</li><li>What do we need to estimate?<ul><li>People</li><li>Equipment</li><li>Materials</li><li>Facilities and operating costs</li><li>Work package estimate</li><li>Estimated project costs</li></ul></li><li>Estimating agile projects</li></ul> <h3>3 Aligning budget and schedule</h3><ul><li>Scheduling and financial periods</li><li>Spreading the budget</li></ul> <h3>4 Reserves and agreeing the budget</h3><ul><li>Contingency reserve</li><li>Management reserve</li><li>Agreeing the budget</li></ul> <h3>5 Cost control</h3><ul><li>Planned spend over time</li><li>Actual spend over time</li><li>Work completed over time</li><li>Evaluating different scenarios: delivery <em>v</em> spend</li></ul> <h3>6 Trouble-shooting</h3><ul><li>Why are we where we are?</li><li>What has caused the project to spend at the rate it is?</li><li>Why is it delivering at the rate it is?</li><li>What are the root causes?</li><li>What can we do about it?</li></ul> 


                </section>

The In House Training Company

Project Management Qualification (PMQ)

Meeting Skills

Project Management

Google Project Management

Presentation Skills

Management Skills

Project management 'masterclasses' (In-House)

<p id="isPasted" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Any team member with Customer interaction (including internal) are the &#39;Ambassadors&#39; of the company/organisation. If they project positive professionalism - they win others&#39; 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.</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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.</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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.</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;"><div style="color: rgb(125, 125, 125); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(125, 125, 125);"><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;">Course Syllabus</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">The syllabus of the Professional Customer Care course is comprised of four modules, covering the following:</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;">Module One</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">What is Excellent Customer Care?</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Internal versus external customers</li><li fr-original-style="" style="box-sizing: border-box;">Why customer care is important</li><li fr-original-style="" style="box-sizing: border-box;">Meeting customer expectations</li></ul><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;">Module Two</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Making a Personal Difference</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">How do you measure customer care?</li><li fr-original-style="" style="box-sizing: border-box;">Making a difference</li><li fr-original-style="" style="box-sizing: border-box;">Taking ownership</li><li fr-original-style="" style="box-sizing: border-box;">Positive mental attitude</li><li fr-original-style="" style="box-sizing: border-box;">Displaying professionalism both face-to-face and over the telephone</li><li fr-original-style="" style="box-sizing: border-box;">Using positive language</li></ul><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;">Module Three</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Gathering Information and Offering Solutions</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Asking the right questions</li><li fr-original-style="" style="box-sizing: border-box;">Active listening skills</li><li fr-original-style="" style="box-sizing: border-box;">Summarising and clarifying skills</li></ul><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;">Module Four</strong></p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Dealing with Difficult Situations</li><li fr-original-style="" style="box-sizing: border-box;">How to give a &#39;service&#39; no</li><li fr-original-style="" style="box-sizing: border-box;">Demonstrating empathy</li><li fr-original-style="" style="box-sizing: border-box;">Assertiveness techniques</li><li fr-original-style="" style="box-sizing: border-box;">Handling a complaint</li><li fr-original-style="" style="box-sizing: border-box;">Problem solving</li><li fr-original-style="" style="box-sizing: border-box;">Saying &#39;sorry&#39;</li><li fr-original-style="" style="box-sizing: border-box;">Making realistic promises and keeping them</li></ul><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;">Real Play Scenarios with a Professional Actor</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">(Optional Extra)</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">This programme benefits significantly from our innovative training feature: Real Play.</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Using a professional actor who performs role plays as different customer characters in carefully devised situations, the delegates have the opportunity to &#39;pause&#39; the role play to coach and control their character to improve their skill sets and practice the theory delivered.</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">These scenarios can deal with difficult situations and enacting options to ensure good customer relations are intact.</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">The outcome of the scenario is the responsibility of the delegates, not the trainer and actor.</p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">The actor will remain in character throughout the de-brief in order to bring to life the impact and possible next steps.</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 id="isPasted" fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Objectives</strong></p><p fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">By the end of the course participants will be able to</p><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Adopt a professional telephone manner</li><li fr-original-style="" style="box-sizing: border-box;">Communicate assertively by taking control and directing the conversation</li><li fr-original-style="" style="box-sizing: border-box;">Deliver information positively by offering options and alternatives</li><li fr-original-style="" style="box-sizing: border-box;">Develop a range of versatile behaviours to use when dealing with difficult situations by:</li><ul fr-original-style="" style="box-sizing: border-box;"><li fr-original-style="" style="box-sizing: border-box;">Listening actively</li><li fr-original-style="" style="box-sizing: border-box;">Using empathy</li><li fr-original-style="" style="box-sizing: border-box;">Gathering relevant information through effective questioning</li><li fr-original-style="" style="box-sizing: border-box;">Finding solutions to concerns/problems quickly and efficiently</li><li fr-original-style="" style="box-sizing: border-box;">Speaking positively and assertively</li></ul></ul><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;"><article style="color: rgb(125, 125, 125); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(125, 125, 125);"><h3 style="color: rgb(17, 86, 166); box-sizing: border-box;" fr-original-style=" color: rgb(17, 86, 166);"><br fr-original-style="" style="box-sizing: border-box;"></h3><h3 style="color: rgb(17, 86, 166); box-sizing: border-box;" fr-original-style=" color: rgb(17, 86, 166);">What Is The Benefit?</h3><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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.</p></article><a name="InHouse" style="color: rgb(17, 86, 166); user-select: auto; font-size: var(--font-size); box-sizing: border-box; cursor: pointer; text-decoration: inherit;" fr-original-style=" color: rgb(17, 86, 166);"></a><span style="color: rgb(125, 125, 125); box-sizing: border-box;" fr-original-style=" color: rgb(125, 125, 125);"></span><br style="color: rgb(125, 125, 125); box-sizing: border-box;" fr-original-style=" color: rgb(125, 125, 125);"><article style="color: rgb(125, 125, 125); box-sizing: border-box;" fr-original-style=" color: rgb(125, 125, 125);"><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;"><h3 style="color: rgb(17, 86, 166); box-sizing: border-box;" fr-original-style=" color: rgb(17, 86, 166);">In-House Courses</h3><section fr-original-style="" style="box-sizing: border-box;"><img src="https://www.dicksontraining.com/images/group1b.png" alt="" width="402" height="269" border="0" fr-original-style="" style="cursor: pointer; padding: 0px 1px; user-select: none; max-width: 100%; position: relative; box-sizing: border-box;" fr-original-class="fr-draggable"><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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.</p><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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?</p><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Far too many to count?</p><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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.</p><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">Yet the hugely expensive churn in customer/client commitments and staff is enormously expensive and immensely disruptive to any organisation.</p><div style="color: rgb(125, 125, 125); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(125, 125, 125);"><article style="color: rgb(125, 125, 125); box-sizing: border-box;" fr-original-style=" color: rgb(125, 125, 125);"><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;"><h3 style="color: rgb(17, 86, 166); box-sizing: border-box;" fr-original-style=" color: rgb(17, 86, 166);">The Importance of Customers and Clients</h3></article></div><img src="https://www.dicksontraining.com/images/customer-service-402x255.png" alt="" width="402" height="255" border="0" fr-original-style="" style="cursor: pointer; padding: 0px 1px; user-select: none; max-width: 100%; position: relative; box-sizing: border-box;" fr-original-class="fr-draggable"><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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&#39; motivations and behaviours, coupled with some core skills in how to care for them, they will attain the status of &#39;professional&#39;. This will very quickly translate into increased revenues, retained loyalty, high commitment and far greater security for all parties.</p><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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.</p><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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.</p><div style="color: rgb(125, 125, 125); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(125, 125, 125);"><article style="color: rgb(125, 125, 125); box-sizing: border-box;" fr-original-style=" color: rgb(125, 125, 125);"><section fr-original-style="" style="box-sizing: border-box;"><div style="color: rgb(125, 125, 125); box-sizing: border-box;" fr-original-style=" color: rgb(125, 125, 125);"><article style="color: rgb(125, 125, 125); box-sizing: border-box;" fr-original-style=" color: rgb(125, 125, 125);"><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;"><h3 style="color: rgb(17, 86, 166); box-sizing: border-box;" fr-original-style=" color: rgb(17, 86, 166);">Customer Care Programmes from Dickson Training Ltd</h3></article></div></section></article></div><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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.</p><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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 &#39;internal clients&#39; such as other departments where you need to rely on their support and collaboration in order to achieve your goals.</p><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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.</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;"><div style="color: rgb(125, 125, 125); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(125, 125, 125);"><h3 style="color: rgb(17, 86, 166); box-sizing: border-box;" fr-original-style=" color: rgb(17, 86, 166);"><br fr-original-style="" style="box-sizing: border-box;"></h3><h3 style="color: rgb(17, 86, 166); box-sizing: border-box;" fr-original-style=" color: rgb(17, 86, 166);">Scheduled Courses</h3></div><section style="color: rgb(125, 125, 125); box-sizing: border-box;" fr-original-style=" color: rgb(125, 125, 125);"><p align="justify" fr-original-style="" style="color: var(--text); font-size: var(--font-size); box-sizing: border-box;">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.</p></section></section></article></div>

Customer Care

Professional Customer Care

Women In Leadership

Women in Construction Management Course

<p>How do you manage yourself under pressure? Are there times you get hijacked by your emotions and find it hard to deal with setbacks? How good are you at dealing with change?</p><p>Resilience is all about having the ability to adapt, deal with change constructively and bounce back from adversity. While some people are naturally more resilient that others it is something that can be learnt.</p><p>This session focuses on helping you respond positively to the pressures and demands of work and take specific steps in building your personal resilience.</p><p>Take away: Action planner for i-resilience profile.</p>You will have the opportunity to:<ul><li>Gain insight into the relationship between work pressure, performance, wellbeing and resilience</li><li>Explore your natural strengths and how to manage what pushes you into a less resourceful state</li><li>Understand the skills and techniques that underpin the behaviours and attitudes of highly resilient people</li></ul>

Stress Management

Emotional Resilience

Mental Resilience

Mental Health At Work

Resilience

Personal Productivity

Resilience (In-House)

<p>Effective communication is a skill. This half-day workshop is very interactive - participants can practise their communication skills in a positive, supportive environment.</p><section>
                    <h3>1 Welcome, introductions and objectives</h3><ul><li>The definition of effective communication</li><li><em>Exercise: sending a message</em></li></ul> <h3>2 Verbal communications</h3><ul><li>Effective communicators - who are they? What skills or attributes do they have?</li><li>Listening skills, clear use of words, presence, eye contact, body language</li></ul> <h3>3 How good a listener are you?</h3><ul><li><em>Exercise: listening skills questionnaire and evaluation</em></li></ul> <h3>4 Impact versus intent - what did you really mean to say?</h3><ul><li>Attitudes influence behaviour and behaviour breeds behaviour</li><li><em>Exercise: 'I never said she stole money'</em></li><li>The need to avoid misunderstanding or misinterpretation</li></ul> <h3>5 The 5 key principles to effective communication</h3><ul><li><em>Exercise: 'What would you say?'</em></li></ul> <h3>6 Written communication</h3><ul><li>What makes an effective written communication?</li><li>Kipling's 6 Honest Men: who, what, where, when, why and how</li><li>Planning to write an email</li></ul> <h3>7 Fuzzy meanings</h3><ul><li>Probabilities for misunderstandings and misinterpretations</li></ul> <h3>8 Practical exercise</h3><ul><li>Hone written communication skills and put into practice hints and tips from the session</li></ul> <h3>9 Review of key learning points and objectives</h3> 


                </section>

Counselling Skills

Business Communication Skills

Workplace Communication

Communication Skills

Communication skills (In-House)

<p>In today's fast-moving competitive environment, sales are often made or lost on the strength of a telephone conversation or a brief email. This means that not only is customer service everyone's responsibility - so is sales. Customer service staff are failing the customer if they don't think about sales. And sales staff are failing customers if they don't think about service. And anyone failing a customer is failing both themselves and their employer.</p><p>Too often, customer service staff feel neither capable nor empowered to recognise or capitalise upon a sales opportunity. Too often, sales people pursue the short-term opportunity at the expense of the bigger picture.</p><p>The good news is - it doesn't have to be this way! Sales and customer service skills can be acquired, developed and polished just like any other skill. This tried-and-tested programme shows you how to do it.</p>As a result of this course, participants will be able to:<ul><li>Take control of a customer conversation, with confidence</li><li>Refresh and polish their customer service and sales performance</li><li>Recognise and develop a sales opportunity</li><li>Engage the customer and build rapport</li><li>Identify a customer's needs</li><li>Match the customer's needs to the organisation's products or services</li><li>Handle objections confidently</li><li>Ask for the order</li></ul><p>At the end of the workshop each participant will have developed their own action plan for developing and using their skills in the workplace.</p><section>
                    <h3>1 Introduction</h3><ul><li>Course overview, objectives and introductions</li></ul> <h3>2 Serving or selling?</h3><ul><li>Feelings and attitudes - How we can affect the outcome by our feelings and behaviour</li><li>What is selling? - Selling is helping people to buy, identifying the opportunities that exist within the conversation to develop the customer's   interest in our products or services</li></ul> <h3>3 Developing the right skills</h3><ul><li>Communication- The impact of body language, voice tone and words- How to make the best impression on the customer and create a 'buying environment'</li><li>Rapport-building- What makes a good working relationship?- What do customers look for when they call us?- How can we match their expectations in terms of our own interpersonal skills?</li><li>Relating to different types of people by identifying and matching their communication style on the telephone</li></ul> <h3>4 Making it easy for the customer</h3><ul><li>Starting it right- Opening the conversation positively- Building rapport- How to develop interest in our products or services</li><li>Gaining and clarifying information- Questioning skills and questioning style- What do we need to know from the customer?- How can we use that information in the conversation?</li><li>Active listening- The most under-rated skill of all- Picking up on the 'Golden Moments' when a customer shows they may be interested</li><li>Presenting information confidently- Knowing the benefits of our products or services- How to tell the customer what they need to know in order to enable them to buy</li><li>Closing on a positive note- When and how to ask for commitment</li><li>Dealing with the customer's objections and concerns in a positive manner</li><li></li></ul> <h3>5 Course summary and action plans</h3><ul><li>Review of main learning points</li><li>Presentation of personal action plans</li></ul> 


                </section>

Coaching Skills

Professional Selling Skills (PSS)

Selling through service (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>

Neuro-Linguistic Programming (NLP)

NLP Practitioner

Influencing Skills

Selling with NLP (In-House)

<h2>Remote Management: In-House</h2><p>Managing remote workers takes more effort. This programme is an opportunity to explore what makes it so different and gives you the tools and techniques to do it more effectively.</p><p>You will identify what you need to do differently to successfully manage and create an environment of trust, confidence and regularity of dialogue for remote workers. You will discover ways to engage your team through different forms of communication, to build trust, to motivate and to set clear expectations. You will leave with practical tools and techniques that will enable you to be more confident in your role as a manager of remote workers, and at the same time make their roles more productive, positive and rewarding.</p><ul><li>Explain the essential principles underlying remote management</li><li>Explore different communication styles and how they affect successful communication</li><li>Adapt your approach to develop confidence and build trust working remotely</li><li>Identify ways of using different communication tools to engage their staff</li><li>Appreciate the importance of positivity to motivate and engage remote team members</li><li>Understand how to apply coaching methods to remote conversations</li><li>Know how to build and support remote team formation</li><li>Be able to support and develop your teams for success</li></ul><section>
                    <h3>What's so different about remote management?</h3><ul><li>Why we do it - the business case</li><li>Static v remote teams</li><li>The challenge of distance</li><li>The challenge of time</li></ul><h3>2 Creating the right environment</h3><ul><li>Manager / worker or team / worker?</li><li>The 3Cs of virtual management:<ul><li>Collaboration</li><li>Communication</li><li>Co-ordination</li></ul></li><li>Emotional, psychological and physical elements</li><li>Other practical issues</li></ul><h3>3 The trust equation</h3><ul><li>Credibility</li><li>Reliability</li><li>Intimacy</li><li>Self-orientation</li></ul><h3>4 Communication methods</h3><ul><li>Technology options<ul><li>Why</li><li>When</li><li>What</li></ul></li><li>Developing an individual communication strategy</li></ul><h3>5 Communication styles</h3><ul><li>The DISC model of communication preferences</li><li>Adapting your style to different preferences<ul><li>Dominance: get it done</li><li>Influence: get recognition</li><li>Steadiness: get harmony</li><li>Compliance: get it right</li></ul></li></ul><h3>6 Supporting people to deliver</h3><ul><li>Setting tasks and projects</li><li>Monitoring and maintaining</li><li>Motivating and inspiring</li><li>Influencing</li></ul><h3>7 Coaching and mentoring</h3><ul><li>Coaching moments</li><li>How?<ul><li>The media richness model</li><li>The GROW model</li></ul></li></ul><h3>8 Forming remote teams</h3><ul><li>The Tuckman model<ul><li>Forming</li><li>Storming</li><li>Norming</li><li>Performing</li></ul></li><li>Identifying and working with attitudes, language and behaviours of remote teams</li><li>Matching management style to different team stages</li></ul><h3>9 Delegating to remote team members</h3><ul><li>The challenges</li><li>Using the DISC model</li></ul><h3>10 Actions and next steps</h3><ul><li>Review</li><li>Personal action planning</li><li>Next steps</li></ul>


                </section>

Maximum Performance

Remote Management: In-House

<div fr-original-style="" style="box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Menopause Update</strong></div><div fr-original-style="" style="box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></strong></div><div fr-original-style="" style="box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Course Focus:</strong></div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;">This specialised training day is meticulously designed for healthcare professionals, including nurses, allied healthcare practitioners (AHPs), and general practitioners (GPs), who are already practicing in the field of menopause care. With established NICE (National Institute for Health and Care Excellence) Guidance, practitioners can gain heightened confidence in effectively managing women experiencing menopause-related issues.</div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Meet the Expert:</strong></div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;">Dr. Katie Barber, a seasoned GP with 15 years of experience in Oxfordshire and Buckinghamshire, leads this comprehensive update. Dr. Barber&#39;s journey into Women&#39;s Health began during her GP training when she earned diplomas from the Royal College of Obstetricians and Gynaecologists and the Faculty of Sexual and Reproductive Healthcare. Her work at the John Radcliffe Hospital&#39;s Gynaecology department, where she held a special interest in Gynaecology, sparked her enthusiasm for assisting women in navigating the various facets of menopause. Dr. Barber&#39;s expertise is further underlined by her Advanced Certificate of Menopause Care from the Faculty of Sexual and Reproductive Healthcare and her accreditation as a British Menopause Society specialist and Menopause trainer in Oxfordshire. She served as the Clinical Lead for the NHS Menopause service at the John Radcliffe in Oxfordshire until March 2021 and currently holds the role of Clinical Lead for the NHS Community Gynaecology Service in Oxfordshire. In 2020, she launched her private service, Oxford Menopause.</div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Course Agenda:</strong></div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;">09.15 - Coffee and Registration</div><div fr-original-style="" style="box-sizing: border-box;">09.30 - Introduction and Course Objectives</div><div fr-original-style="" style="box-sizing: border-box;">09.40 - Physiology, Diagnosis, and Principles of Treatment</div><div fr-original-style="" style="box-sizing: border-box;">10.45 - Coffee</div><div fr-original-style="" style="box-sizing: border-box;">11.00 - Risks, Benefits, and Special Considerations (e.g., Premature Ovarian Insufficiency)</div><div fr-original-style="" style="box-sizing: border-box;">13.00 - Lunch</div><div fr-original-style="" style="box-sizing: border-box;">14.00 - Practical Prescribing and Common Pitfalls</div><div fr-original-style="" style="box-sizing: border-box;">14.30 - Vulvo-Vaginal Symptoms and Testosterone</div><div fr-original-style="" style="box-sizing: border-box;">14.30 - Case Studies and Q&amp;A</div><div fr-original-style="" style="box-sizing: border-box;">15.30 - Discussion and Sharing Good Practice - Close</div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;">Learning Outcomes:</div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;">1. Stay Current with Menopausal Evidence: Develop an up-to-date awareness of the latest evidence and clinical guidance concerning menopausal issues and treatment options.</div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;">2. Foster Critical Patient Discussions: Demonstrate a critical understanding of key discussion points with patients, enabling more informed and productive consultations.</div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;">3. Problem-Solving Skills: Engage in discussions about relevant practice problems and collaboratively explore solutions within the context of menopause care.</div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;">4. Values and Attitudes: Develop an awareness of how personal attitudes and values may influence practice in menopause care, fostering a more patient-centric approach.</div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;">5. Professional Accountability: Understand the ongoing development of practice in the field of menopause care and embrace professional accountability as an integral aspect of providing high-quality care.</div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;">6. Navigating NICE Guidance: Gain a comprehensive understanding of the NICE Guidance, empowering practitioners to align their practice with established best practices.</div><div fr-original-style="" style="box-sizing: border-box;"><br fr-original-style="" style="box-sizing: border-box;"></div><div fr-original-style="" style="box-sizing: border-box;">Please note: Course content may be subject to minor updates and adjustments.</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>

BBO Training

Clinical

Menopause Update

General Admission

<h3 style="color: rgb(0, 0, 0); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(0, 0, 0);">LEARN TO FOCUS ON INTERPERSONAL SKILLS, BEHAVIOR, AND ENVIRONMENT AND HOW TO PROMOTE DIVERSITY-POSITIVE INTERACTIONS.</h3><div style="color: rgb(33, 37, 41); box-sizing: border-box;" fr-original-style=" color: rgb(33, 37, 41);"><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">You will be able to focus on interpersonal skills, behavior, and environment, to see how they promote diversity-positive interactions, as well as learn causes for discriminatory practices and create an action plan for increasing workplace acceptance and harmony.</p><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><b fr-original-style="" style="box-sizing: border-box;">Uncover and discard beliefs and attitudes that foster or block progress</b>. By discovering your strengths as well as liabilities, you can build on the positive and move toward minimizing the negative. As a result, you will gain greater personal and professional satisfaction.</p><h3 style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">PART I &ndash; BROADENING THE VIEW</h3>&nbsp;<p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Find new perspectives and ways to turn challenges into opportunities. Become skilled at ways to further develop self-awareness and sensitivity.</p><h3 style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">PART II &ndash; FAIR STANDARDS</h3>&nbsp;<p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Learn about how attitudes expressed in speech and behavior promote or hinder a positive work environment. Determine and apply steps for getting past prejudice for greater productivity.</p><h3 style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">PART III &ndash; ORGANIZATIONAL UNITY</h3>&nbsp;<p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Discover value in diverse perspectives and personalities and their benefits. Strategize ways to strengthen relationships and turn negative into positive interactions.</p><h3 style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">ATTENDEES&nbsp;WILL BE ABLE TO:</strong></h3>&nbsp;<ul fr-original-style="" style="box-sizing: border-box;"><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Discover new ways to &ldquo;see things differently;&rdquo;</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Use Emotional Intelligence to strengthen relationships and increase awareness of self and others;</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Define Diversity and uncover ways in which it is significantly useful in an organization;</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Develop best practices (rooted in honor and law) to use Diversity in planning, problem solving, and decision-making);</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Manage conflict through unity, using the organization&rsquo;s mission, vision, values, and goals; and</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Understand and communicate value to staff.</li></ul><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><i style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Online Class&mdash;<strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Diversity &ndash; Building a Thriving Business Environment</strong>&nbsp;is a 4-hour interactive virtual class.&nbsp;</i></p><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">&nbsp;</p><h6 style="color: inherit; box-sizing: border-box;" fr-original-style=" color: inherit;">Register for this class and you will be sent ONLINE login instructions prior to the class date.</h6></div><div style="color: rgb(33, 37, 41); box-sizing: border-box;" fr-original-style=" color: rgb(33, 37, 41);"><br fr-original-style="" style="box-sizing: border-box;"></div><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="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(0, 0, 0);">Improving Communications brought our organization to realize how important our employees&mdash;our people&mdash;are to Baystate Dental. By helping us to develop a more thoughtful and sensitive nature, we now relate better with each other and our patients.</p><span style="color: rgb(33, 37, 41); box-sizing: border-box;" fr-original-style="color: rgb(33, 37, 41);">Dr. Kevin Coughlin, DMD, FAGD, MBA</span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Baystate Dental</span>

LEARN TO FOCUS ON INTERPERSONAL SKILLS, BEHAVIOR, AND ENVIRONMENT AND HOW TO PROMOTE DIVERSITY-POSITIVE INTERACTIONS.
You will be able to focus on interpersonal skills, behavior, and environment, to see how they promote diversity-positive interactions, as well as learn causes for discriminatory practices and create an action plan for increasing workplace acceptance and harmony.
Uncover and discard beliefs and attitudes that foster or block progress. By discovering your strengths as well as liabilities, you can build on the positive and move toward minimizing the negative. As a result, you will gain greater personal and professional satisfaction.
PART I – BROADENING THE VIEW
Find new perspectives and ways to turn challenges into opportunities. Become skilled at ways to further develop self-awareness and sensitivity.
PART II – FAIR STANDARDS
Learn about how attitudes expressed in speech and behavior promote or hinder a positive work environment. Determine and apply steps for getting past prejudice for greater productivity.
PART III – ORGANIZATIONAL UNITY
Discover value in diverse perspectives and personalities and their benefits. Strategize ways to strengthen relationships and turn negative into positive interactions.
ATTENDEES WILL BE ABLE TO:
Discover new ways to “see things differently;”
Use Emotional Intelligence to strengthen relationships and increase awareness of self and others;
Define Diversity and uncover ways in which it is significantly useful in an organization;
Develop best practices (rooted in honor and law) to use Diversity in planning, problem solving, and decision-making);
Manage conflict through unity, using the organization’s mission, vision, values, and goals; and
Understand and communicate value to staff.
Online Class—Diversity – Building a Thriving Business Environment is a 4-hour interactive virtual class. 
 
Register for this class and you will be sent ONLINE login instructions prior to the class date.



Improving Communications brought our organization to realize how important our employees—our people—are to Baystate Dental. By helping us to develop a more thoughtful and sensitive nature, we now relate better with each other and our patients.
Dr. Kevin Coughlin, DMD, FAGD, MBABaystate Dental

Improving Communications Uk

DIVERSITY – BUILDING A THRIVING BUSINESS ENVIRONMENT

LEARN ABOUT BEHAVIORAL VS. TRADITIONAL INTERVIEWING, AND HOW TO INCORPORATE AND DEVELOP INTERVIEWING SKILLS TO ENSURE THAT YOU FIND THE RIGHT CANDIDATE FOR THE JOB.<div style="color: rgb(33, 37, 41); box-sizing: border-box;" fr-original-style=" color: rgb(33, 37, 41);"><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Behavioral Interviewing means asking candidates questions that will help you to discover how the interviewee acted in specific employment-related situations. Because past performance is a good indicator of how someone will act in the future, this style of interviewing is extremely useful, and the method of choice for recruiting teams.</p><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">In this session, you will learn about behavioral vs. traditional interviewing, and how you can incorporate and develop your interviewing skills to ensure that you have the right candidate for the job.</p><h4 style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">OBJECTIVES</strong></h4>&nbsp;<p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Participants will be able to:</p><ul fr-original-style="" style="box-sizing: border-box;"><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Build a consistent framework and process to ensure an unbiased candidate experience;</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Choose job specifications and determine how success will be measured (skills);</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Identify characteristics and qualities that will support the required skills;</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Prepare questions to elicit descriptions of behaviors, attitudes, and skills necessary for the job;</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Review legal and appropriate interviewing etiquette/guidelines, including social media research;</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Screen candidates, using resumes and phone interviews; and</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Conduct successful role-play Behavioral Interviews in class.</li></ul>&nbsp;<h5 style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">CLASSES WILL INCLUDE:</h5>&nbsp;<ul fr-original-style="" style="box-sizing: border-box;"><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Workbooks for future reference and study.</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Workshop / role play with actual interview scenarios to assist in internalizing data.</li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Time for individual questions and concerns to aid in personalizing tactics.</li></ul><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><i style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Online Format&mdash;<strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Behavioral Interviewing</strong> is a 4-hour interactive online class for up to six people.</i></p><h6 style="color: inherit; box-sizing: border-box;" fr-original-style=" color: inherit;">Register for this class and you will be sent ONLINE login instructions prior to the class date.</h6></div><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="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(0, 0, 0);">Rich has an engaging presentation style. The New Mexico chapter of the International Society for Performance Improvement (NMISPI) gave high marks to his interactive and lively <em fr-original-style="" style="box-sizing: border-box;">Improving Customer Service</em> workshop. There were opportunities to share ideas and analyze different techniques, and 87% of attendees said that they would recommend this workshop to others.</p><span style="color: rgb(33, 37, 41); box-sizing: border-box;" fr-original-style="color: rgb(33, 37, 41);">Ildiko Oravecz</span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">New Mexico International Society for Performance Improvement</span>

LEARN ABOUT BEHAVIORAL VS. TRADITIONAL INTERVIEWING, AND HOW TO INCORPORATE AND DEVELOP INTERVIEWING SKILLS TO ENSURE THAT YOU FIND THE RIGHT CANDIDATE FOR THE JOB.
Behavioral Interviewing means asking candidates questions that will help you to discover how the interviewee acted in specific employment-related situations. Because past performance is a good indicator of how someone will act in the future, this style of interviewing is extremely useful, and the method of choice for recruiting teams.
In this session, you will learn about behavioral vs. traditional interviewing, and how you can incorporate and develop your interviewing skills to ensure that you have the right candidate for the job.
OBJECTIVES
Participants will be able to:
Build a consistent framework and process to ensure an unbiased candidate experience;
Choose job specifications and determine how success will be measured (skills);
Identify characteristics and qualities that will support the required skills;
Prepare questions to elicit descriptions of behaviors, attitudes, and skills necessary for the job;
Review legal and appropriate interviewing etiquette/guidelines, including social media research;
Screen candidates, using resumes and phone interviews; and
Conduct successful role-play Behavioral Interviews in class.
CLASSES WILL INCLUDE:
Workbooks for future reference and study.
Workshop / role play with actual interview scenarios to assist in internalizing data.
Time for individual questions and concerns to aid in personalizing tactics.
Online Format—Behavioral Interviewing is a 4-hour interactive online class for up to six people.
Register for this class and you will be sent ONLINE login instructions prior to the class date.



Rich has an engaging presentation style. The New Mexico chapter of the International Society for Performance Improvement (NMISPI) gave high marks to his interactive and lively Improving Customer Service workshop. There were opportunities to share ideas and analyze different techniques, and 87% of attendees said that they would recommend this workshop to others.
Ildiko OraveczNew Mexico International Society for Performance Improvement

BEHAVIORAL INTERVIEWING: BUILDING A CONSISTENT FRAMEWORK AND PROCESS

CUSTOMER SERVICE IS AN ORGANIZATION&rsquo;S ABILITY TO SUPPLY ITS CUSTOMERS&rsquo; WANTS AND NEEDS. IMPROVED CUSTOMER SERVICE IS CONSTANTLY AND CONSISTENTLY EXCEEDING THE CUSTOMERS&rsquo; EXPECTATIONS.<span style="color: rgb(33, 37, 41); box-sizing: border-box;" id="isPasted" fr-original-style="color: rgb(33, 37, 41);"></span><div style="color: rgb(33, 37, 41); box-sizing: border-box;" fr-original-style=" color: rgb(33, 37, 41);"><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><b fr-original-style="" style="box-sizing: border-box;">This class&nbsp;is for service industry professionals</b>&nbsp;who want to maximize their efficiency, develop better customer skills, and increase their value.</p><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">The focus of the&nbsp;<strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Improving Customer Service</strong>&nbsp;class is to increase repeat business because of customer satisfaction and referral. Participants will find a greater level of&nbsp;<b fr-original-style="" style="box-sizing: border-box;">productivity</b>,&nbsp;<b fr-original-style="" style="box-sizing: border-box;">job satisfaction</b>&nbsp;and the&nbsp;<b fr-original-style="" style="box-sizing: border-box;">potential for advancement</b>. For client-facing service personnel, these areas of development will be very beneficial. &nbsp;Improved Customer Service means&nbsp;<b fr-original-style="" style="box-sizing: border-box;">increased internal and external customer satisfaction</b>.</p><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Attendees&nbsp;will be able to:</strong></p><ul fr-original-style="" style="box-sizing: border-box;"><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Focus on others to project a UB4I, customer-centered attitude;</strong></li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Empower people with respect (acknowledging) and control (offering choices);</strong></li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Understand customers better and develop emotionally-intelligent methods for managing their fears and reactions;</strong></li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Listen more intently to develop the best rapport;</strong></li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Communicate clearly with conviction, projecting greater credibility;</strong></li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Create positive, diplomatic messages even from negative, modeling a problem-solving, can-do attitude; and</strong></li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Create and refine phone-answering and email templates, to appropriately address customer concerns and increase the potential for repeat business.</strong></li></ul><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><i style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Online Format&mdash;<strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Improving Customer Service</strong>&nbsp;is a 4-hour interactive virtual class for up to 20 people.</i></p><h6 style="color: inherit; box-sizing: border-box;" fr-original-style=" color: inherit;">Register for this class and you will be sent ONLINE login instructions prior to the class date.</h6></div><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="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(0, 0, 0);">Improving Communications brought our organization to realize how important our employees&mdash;our people&mdash;are to Baystate Dental. By helping us to develop a more thoughtful and sensitive nature, we now relate better with each other and our patients.</p><span style="color: rgb(33, 37, 41); box-sizing: border-box;" fr-original-style="color: rgb(33, 37, 41);">Dr. Kevin Coughlin, DMD, FAGD, MBA</span><span style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">Baystate Dental</span>

CUSTOMER SERVICE IS AN ORGANIZATION’S ABILITY TO SUPPLY ITS CUSTOMERS’ WANTS AND NEEDS. IMPROVED CUSTOMER SERVICE IS CONSTANTLY AND CONSISTENTLY EXCEEDING THE CUSTOMERS’ EXPECTATIONS.
This class is for service industry professionals who want to maximize their efficiency, develop better customer skills, and increase their value.
The focus of the Improving Customer Service class is to increase repeat business because of customer satisfaction and referral. Participants will find a greater level of productivity, job satisfaction and the potential for advancement. For client-facing service personnel, these areas of development will be very beneficial. Improved Customer Service means increased internal and external customer satisfaction.
Attendees will be able to:
Focus on others to project a UB4I, customer-centered attitude;
Empower people with respect (acknowledging) and control (offering choices);
Understand customers better and develop emotionally-intelligent methods for managing their fears and reactions;
Listen more intently to develop the best rapport;
Communicate clearly with conviction, projecting greater credibility;
Create positive, diplomatic messages even from negative, modeling a problem-solving, can-do attitude; and
Create and refine phone-answering and email templates, to appropriately address customer concerns and increase the potential for repeat business.
Online Format—Improving Customer Service is a 4-hour interactive virtual class for up to 20 people.
Register for this class and you will be sent ONLINE login instructions prior to the class date.



Improving Communications brought our organization to realize how important our employees—our people—are to Baystate Dental. By helping us to develop a more thoughtful and sensitive nature, we now relate better with each other and our patients.
Dr. Kevin Coughlin, DMD, FAGD, MBABaystate Dental

IMPROVING CUSTOMER SERVICE

<p>Peak job performance and maintaining a positive attitude starts with having a suitable service disposition and strong interpersonal skills. Maintaining a positive attitude takes work-focusing on what's right, looking for solutions to problems instead of complaining, and having a positive 'expectancy' that things will improve. Discover how to stay involved and healthy coping mechanisms that help keep us physically and mentally healthy. Discover why Integrity and honesty are the foundations of trust, the root of service. Apply strategies for cultivating exceptional customer service character every day.</p><h3>Learning Objectives</h3><p>Describe suitability requirements for being an effective service provider, Explain the personal benefits of maintaining a positive attitude, Apply 17 tools for maintaining a positive, professional attitude</p><h3>Target Audience</h3><p>Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams</p>

Chart Learning Solutions

Service Attitude: Maintaining a Positive Attitude

<p>In today's world, attitudes can make or break one's success trajectory. Introducing '<strong>The Power of Attitude</strong>', a pivotal course designed to help learners unearth the true potential of their mindsets. Dive into the intricacies of building a winning attitude, understand the profound impacts of your perspective on your surroundings, and grasp the tools necessary to ensure your attitude propels you towards your ambitions, not away from them.</p>
<p><strong>Learning Outcomes</strong></p>
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<li>Identify and foster the core elements of a successful attitude.</li>
<li>Recognise and avoid the pitfalls of a detrimental mindset.</li>
<li>Understand the significant role of individual choices in shaping one's attitude.</li>
<li>Determine the signs of a negative attitude and their impacts on professional and personal spheres.</li>
<li>Realise the ripple effect of one's attitude on colleagues, friends, and the wider community.</li>
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<h3><b>Why buy this The Power of Attitude<span> course</span>?</b></h3>
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<li><span>Unlimited access to the course for forever</span></li>
<li><b>Digital Certificate, Transcript, student ID</b><span> all included in the price</span></li>
<li><span>Absolutely no hidden fees</span></li>
<li><span>Directly receive </span><b>CPD </b><span>accredited qualifications after course completion</span></li>
<li><span>Receive one to one assistance on every weekday from professionals</span></li>
<li><span>Immediately receive the PDF certificate after passing</span></li>
<li><span>Receive the original copies of your certificate and transcript on the next working day</span></li>
<li><span>Easily learn the skills and knowledge from the comfort of your home</span></li>
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<h3><b>Certification</b></h3>
<p><span>After studying the course materials of the </span><b>The Power of Attitude</b><span> there will be a written assignment test which you can take either during or at the end of the course. After successfully passing the test you will be able to claim the pdf certificate for £5.99. Original Hard Copy certificates need to be ordered at an additional cost of £9.60.</span></p>
<h3><b>Who is this The Power of Attitude<span> </span></b><b><span>course </span></b><b>for?</b></h3>
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<li>Individuals looking to improve their personal and professional relationships.</li>
<li>Entrepreneurs aiming for sustained business success.</li>
<li>Team leaders wishing to inspire and uplift their team members.</li>
<li>Students preparing for the workforce and aiming to stand out.</li>
<li>Anyone seeking to better their life by transforming their attitude.</li>
</ul>
<h3><b>Prerequisites</b></h3>
<p><span>This </span><b>The Power of Attitude</b><span> does not require you to have any prior qualifications or experience. You can just enrol and start learning.This </span><b>The Power of Attitude</b><span> was made by professionals and it is compatible with all PC's, Mac's, tablets and smartphones. You will be able to access the course from anywhere at any time as long as you have a good enough internet connection.</span></p>
<h3><b>Career path</b></h3>
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<li><strong>Team Manager</strong>: £40,000-£55,000</li>
<li><strong>Business Consultant</strong>: £45,000-£70,000</li>
<li><strong>Motivational Speaker</strong>: £35,000-£90,000 (varies based on events and bookings)</li>
<li><strong>Life Coach</strong>: £30,000-£60,000</li>
<li><strong>Corporate Trainer</strong>: £40,000-£60,000</li>
<li><strong>HR Specialist</strong>: £35,000-£55,000</li>
</ul><div>
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	<span>Course Curriculum</span>
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					<td colspan="4">The Power of Attitude</td>
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					<td>Lesson 01: Developing the Right Attitude for Success</td>
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					<td><span><i></i> 00:05:00</span></td>
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					<td>Lesson 02: Don't Play the Victim and Seize the Day</td>
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					<td><span><i></i> 00:05:00</span></td>
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					<td>Lesson 03: You Have the Power to Choose Your Attitude</td>
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					<td><span><i></i> 00:06:00</span></td>
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					<td>Lesson 04: Seven Signs You Have a Bad Attitude</td>
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					<td><span><i></i> 00:05:00</span></td>
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					<td>Lesson 05: Your Attitude Affects Others</td>
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					<td><span><i></i> 00:05:00</span></td>
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Studyhub UK

Online Course Marketing

Personal Development

Life Coach Training

Trainers Course

The Power of Attitude

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			<h4>Overview</h4>		</div>
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							<p><span>By enroling in The Power of Attitude, you can kickstart your vibrant career and strengthen your profound knowledge. You can learn everything you need to know about the topic.</span></p><p><span>The The Power of Attitude course includes all of the most recent information to keep you abreast of the employment market and prepare you for your future. The curriculum for this excellent The Power of Attitude course includes modules at all skill levels, from beginner to expert. You will have the productivity necessary to succeed in your organisation once you have completed our The Power of Attitude Program.</span></p><p><span>So enrol in our The Power of Attitude course right away if you're keen to envision yourself in a rewarding career.</span></p>						</div>
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			<h4>Description</h4>		</div>
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							<p><span>Enroling in this The Power of Attitude course can improve your The Power of Attitude perspective, regardless of your skill levels in the The Power of Attitude topics you want to master. If you're already a The Power of Attitude expert, this peek under the hood will provide you with suggestions for accelerating your learning, including advanced The Power of Attitude insights that will help you make the most of your time. This The Power of Attitude course will act as a guide for you if you've ever wished to excel at The Power of Attitude.</span></p>						</div>
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										<span>Lifetime access to the whole collection of the learning materials.</span>
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										<span>Study for the course using any internet-connected device, such as a computer, tablet, or mobile device.</span>
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							<p>Upon successful completion, you will qualify for the UK and internationally-recognised CPD certificate and you can choose to make your achievement formal by obtaining your PDF Certificate at a cost of £4.99 and Hardcopy Certificate for £9.99.</p>						</div>
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							<p><span>This The Power of Attitude course is a great place to start if you're looking to start a new career in The Power of Attitude field. This training is for anyone interested in gaining in-demand The Power of Attitude proficiency to help launch a career or their business aptitude. </span></p>						</div>
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			<h4>Requirements</h4>		</div>
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							<p><span>The The Power of Attitude course requires no prior degree or experience. All you require is English proficiency, numeracy literacy and a gadget with stable internet connection. Learn and train for a prosperous career in the thriving and fast-growing industry of The Power of Attitude, without any fuss.</span></p>						</div>
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							<p><span>This The Power of Attitude training will assist you develop your The Power of Attitude ability, establish a personal brand, and present a portfolio of relevant talents. It will help you articulate a  The Power of Attitude professional story and personalise your path to a new career. Furthermore, developing this The Power of Attitude skillset can lead to numerous opportunities for high-paying jobs in a variety of fields.</span></p>						</div>
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			<h4>Order Your Certificate</h4>		</div>
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							<div><div><div><div id="1693981461.590199"><div><div><div><div><div><div><div><div><div><div><div>To order CPD Quality Standard Certificate, we kindly invite you to visit the following link:</div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>						</div>
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				<h3>
	<span>Course Curriculum</span>
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<table>				<tbody><tr>
					<td colspan="4"> Power Of Attitude</td>
				</tr>
								<tr>
					<td><i></i></td>
					<td>Lesson 01: Developing the Right Attitude for Success</td>
					<td> </td>
					<td><span><i></i> 00:05:00</span></td>
				</tr>
								<tr>
					<td><i></i></td>
					<td>Lesson 02: Don't Play the Victim and Seize the Day</td>
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					<td><span><i></i> 00:05:00</span></td>
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					<td>Lesson 03: You Have the Power to Choose Your Attitude</td>
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					<td><span><i></i> 00:06:00</span></td>
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					<td>Lesson 04: Seven Signs You Have a Bad Attitude</td>
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					<td><span><i></i> 00:05:00</span></td>
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					<td>Lesson 05: Your Attitude Affects Others</td>
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					<td colspan="4">Order Your Certificate</td>
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					<td>Order Your Certificate</td>
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NextGen Learning

The Power of Attitude Course

<h4 style="color: rgb(0, 0, 0); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(0, 0, 0);">In times of crisis, people are in reaction mode.&nbsp;</h4><h4 style="color: rgb(0, 0, 0); box-sizing: border-box;" id="isPasted" fr-original-style=" color: rgb(0, 0, 0);">They work more from &ldquo;fight vs. flight&rdquo; than by using reason. When we serve these customers, we need to respond appropriately and help them to achieve emotional control so that we can work to solve problems.</h4><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);">In this interactive online class, you will learn the tools needed to get yourself in emotional control. You will also learn why people react on emotion and tools to help them get back in control, too.</p><p style="color: rgb(0, 0, 0); font-size: var(--font-size); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Attendees&nbsp;will be able to:</strong></p><ul style="color: rgb(33, 37, 41); box-sizing: border-box;" fr-original-style=" color: rgb(33, 37, 41);"><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Focus on others to project a UB4ME, customer-centered attitude;</strong></li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Empower people with respect (acknowledging) and control (offering choices); and</strong></li><li style="color: rgb(0, 0, 0); box-sizing: border-box;" fr-original-style=" color: rgb(0, 0, 0);"><strong fr-original-style="" style="font-weight: 700; box-sizing: border-box;">Understand customers better and develop emotionally-intelligent methods for managing their fears and reactions.</strong></li></ul><h6 style="color: rgb(33, 37, 41); box-sizing: border-box;" fr-original-style=" color: rgb(33, 37, 41);">Register for this class and you will be sent ONLINE login instructions prior to the class date.</h6>

In times of crisis, people are in reaction mode. They work more from “fight vs. flight” than by using reason. When we serve these customers, we need to respond appropriately and help them to achieve emotional control so that we can work to solve problems.
In this interactive online class, you will learn the tools needed to get yourself in emotional control. You will also learn why people react on emotion and tools to help them get back in control, too.
Attendees will be able to:
Focus on others to project a UB4ME, customer-centered attitude;
Empower people with respect (acknowledging) and control (offering choices); and
Understand customers better and develop emotionally-intelligent methods for managing their fears and reactions.
Register for this class and you will be sent ONLINE login instructions prior to the class date.

EMOTIONAL INTELLIGENCE & CUSTOMER SERVICE

<p>In this course, you will learn about the power of attitude and its impact on personal and professional success. You will explore various ways to develop the right attitude, avoid playing the victim, and take control of your life.</p><p>You will also understand the importance of choosing your attitude, recognise the signs of a bad attitude, and learn how your attitude affects others. By the end of this course, you will have a better understanding of the role attitude plays in success, and you will be equipped with practical tools to develop a positive attitude and mindset.</p><p><strong>Learning Outcomes:</strong></p><ul><li>Develop a positive attitude and mindset that supports personal and professional growth.</li><li>Recognise the role of attitude in personal and professional success.</li><li>Take ownership of your life and avoid playing the victim.</li><li>Choose your attitude and respond positively to challenging situations.</li><li>Build positive relationships by understanding how your attitude affects others.</li></ul><p><strong>Course Curriculum: </strong></p><ul><li>Lesson 01 will focus on the importance of having a positive attitude for success. You will learn how to identify your current attitude and how it may be affecting your life.</li><li>Lesson 02 will teach you to take control of your life and stop playing the victim.</li><li>Lesson 03 will help you to understand that you have the power to choose your attitude, and you can change it at any time.</li><li>In Lesson 04, you will learn the seven signs of a bad attitude, such as being negative, blaming others, and being resistant to change.</li><li>Finally, in Lesson 05, you will learn how your attitude can impact others, and how to be mindful of your actions and how they affect those around you.</li></ul><p><strong>How is the course assessed?</strong></p><p>Upon completing an online module, you will immediately be given access to a specifically crafted MCQ test. For each test, the pass mark will be set to 60%.</p><p><strong>Exam &amp; Retakes:</strong><br />It is to inform our learners that the initial exam for this online course is provided at no additional cost. In the event of needing a retake, a nominal fee of £9.99 will be applicable.</p><p><strong>Certification</strong><br />Upon successful completion of the assessment procedure, learners can obtain their certification by placing an order and remitting a fee of __ GBP. £9 for PDF Certificate and £15 for the Hardcopy Certificate within the UK ( An additional £10 postal charge will be applicable for international delivery).</p><h2>
        
        <div>CPD</div>
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                                        10 CPD hours / points
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                                            Accredited by CPD Quality Standards
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        <div>Who is this course for?</div>
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                            <p>The course is ideal for highly motivated individuals or teams who want to enhance their professional skills and efficiently skilled employees.</p>
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        <div>Requirements</div>
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                            <p>There are no formal entry requirements for the course, with enrollment open to anyone!</p>
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        <div>Career path</div>
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                            <p>Completing this course can lead to various career paths and opportunities. Some potential career paths and expected salaries include:</p><ul><li>Business Manager - £50,000 per year</li><li>Sales Representative - £25,000 per year plus commission</li><li>Human Resources Manager - £45,000 per year</li><li>Personal Development Coach - £40,000 per year</li><li>Customer Service Representative - £20,000 per year.</li></ul>
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                                    <h4>Certificate of completion</h4>
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            Digital certificate -
            £9
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            <div> <p>You can apply for a CPD Accredited PDF Certificate at the cost of £9.</p> </div>
        <h4>Certificate of completion</h4>
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            Hard copy certificate -
            £15
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            <div> <p>Hard copy can be sent to you via post at the expense of £15.</p> </div>

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One Education

<p>ð Unleash Your Full Potential with 'Building a Great Attitude for Life' Online Course! ð</p><p> </p><p>Are you ready to transform your life and achieve unparalleled success? It all starts with the right mindset! Introducing our groundbreaking online course: 'Building a Great Attitude for Life.'</p><p> </p><p>ð Elevate Your Life to New Heights! ð</p><p>Embark on a life-changing journey as you discover the power of cultivating a positive attitude. This course is meticulously designed to empower you with the tools, strategies, and mindset shifts needed to overcome challenges, seize opportunities, and create a life filled with joy, fulfillment, and success.</p><p> </p><p>ð What You'll Gain from This Course:</p><p> </p><p>1ï¸â£ <strong>Positive Mindset Mastery:</strong> Learn how to rewire your brain for positivity, turning challenges into opportunities and setbacks into stepping stones.</p><p> </p><p>2ï¸â£ <strong>Resilience and Inner Strength:</strong> Develop the resilience to bounce back from life's curveballs with grace and fortitude.</p><p> </p><p>3ï¸â£ <strong>Effective Goal Setting:</strong> Master the art of setting and achieving meaningful goals that align with your vision for a brighter future.</p><p> </p><p>4ï¸â£ <strong>Confidence and Self-Esteem Boost:</strong> Build unshakeable self-confidence and elevate your self-esteem, unlocking doors to success and personal growth.</p><p> </p><p>5ï¸â£ <strong>Healthy Relationships:</strong> Cultivate positive relationships in both personal and professional spheres by radiating positivity and kindness.</p><p> </p><p>6ï¸â£ <strong>Stress Management Techniques:</strong> Discover proven techniques to manage stress and maintain a calm, focused mind even in the face of challenges.</p><p> </p><p>ð Why Choose 'Building a Great Attitude for Life'?</p><p> </p><p>â¨ <strong>Expert Guidance:</strong> Our course is crafted by industry experts with years of experience in personal development, psychology, and coaching.</p><p> </p><p>â¨ <strong>Interactive Learning:</strong> Engage in dynamic lessons, exercises, and real-world applications to ensure you internalize and apply the concepts learned.</p><p> </p><p>â¨ <strong>Flexible Learning:</strong> Access the course anytime, anywhere, and at your own pace. Life-changing transformation fits into your schedule.</p><p> </p><p>â¨ <strong>Supportive Community:</strong> Connect with a like-minded community of learners, share experiences, and celebrate victories together.</p><p> </p><p>ð¥ Don't miss this opportunity to take charge of your life and create a future filled with positivity, success, and fulfillment! Enroll now and start building the attitude that will shape your destiny.</p><p> </p><p>ð Join 'Building a Great Attitude for Life' today and pave the way to a brighter, more empowered you! ð</p><p> </p><div><div><div><h3>
Course Curriculum</h3></div></div></div>

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