This video deals with various aspects of time management including organising tasks, email management and ways to reduce time wastage and interruptions. There is a workbook for this video.
Showing empathy is a key skill to develop in a customer service, sales or leadership role. This video details ways to show empathy and how to more clearly understand it. Use the workbook to help complete the questions and empathy plan. There is a workbook for this video.
In this video, you will learn some basics around problem solving techniques. We examine problem solving theory, types of problems and steps you can follow to look at solving problems. There is a workbook for this video.
This 10 minute video explains in detail how you can create a positive first impression of your business to customers. You will learn some key techniques that will be easy to apply in phone and face to face situations. There is a workbook for this video.
In this video, we explain some important aspects around communication and in particular how to listen more effectively. Reflective and active listening are great ways to help ensure you communicate well and help to make sure there is a shared understanding between those communicating. There is a workbook for this video
In this 10 minute video, we explain how to improve you influencing skills. You will learn the six laws of influence, seven traits of influential people as well as the difference between persuading, manipulation and negotiating. There is a workbook for this video.
This 10 minute video contains information on how to deal with various difficult customer types including the non stop talking custmer, angry customers, know-it-all customers and customers with a language barrier. You will learn a number of techniques in dealing with these types of customers. A workbook is available for this video.
This video helps you understand how to hold an effective difficult or courageous conversation. It also provides tools for giving and receiving effective feedback. There is a workbook for this video.
This 10 minute video deals with change and how to deal with it in the workplace. You will learn ways to embrace change and help others with change. There is a workbook for this video.
In this video, we explain what the benefits and best techniques are for demonstrating great telephone call control. This will help in reducing call times and unwanted additional calls. The benefits are both for you and the customer. There is a workbook for this video.
This is the 10 minute video module on Being resilient. You should download the workbook to use with this video. Understanding resilience and knowing how to become more resilient can really help you and your teams to excel at work and bounce back from difficult experiences. The video module looks at what resilience is and shares some key ways to develop resilience skills. There is a workbook for this video.
This 10 minute video details how you can use your attitude to the best possible advantage. Having a positive attitude is in your control and impacts positively on all those around you. You will learn about ways to improve attitude, dealing with change and motivation factors. There is a workbook for this video.