Soft Skills Courses

This course has been designed to ensure that you hold an awareness level of knowledge on bullying and harassment across a variety of settings.

The main points covered are:
– Definition and Prevalence
– Types of Behaviours 
– Impacts on Victims 
– Supporting Victims
– Prevention
– Policies and Interventions

This course has been designed to ensure that you understand complaints handling and are aware of these main points covered:
– Explain the nature of complaints
– List and describe the different types of complaints
– List different complainers and how to communicate with them
– Describe ways to resolve complaints using the LAST sequence
– Explain the process for documenting complaints and giving feedback
– Describe ways to build customer loyalty through effective complaint handling

– Define workplace conflict
– Recognise when and where conflict is occurring 
– Understand the correct methods of dealing with confrontation 
– Work to reduce and resolve conflict 
– Seek help and advice when necessary

This course has been designed to help staff understand the need for positive communication with customers and aid in developing effective telephone skills.

The main points covered are:
– Who your customers are
– What your customers need
– How to maintain good communication with your customers
– To project a positive company image
– To enhance customer service skills
– To start and end a call with greater confidence and efficiency 
– To be able to take clear and concise messages
– To be able to demonstrate positive listening and speaking techniques

COURSE OUTLINE
The aim of this course is to greater increase your knowledge of effective call handling as well as the relevant legislation.

The key points covered in this course are:
– Planning
– Gatekeepers
– Influencing
– Objection handling
– Resilience, positivity & confidence
– Offering proposals
– Clear communication
– Up selling
– Closing the call

LEARNING OUTCOMES
On completion of this course, learners should know and understand the following:
– Planning the day and planning the call
– Dealing with gatekeepers
– Influencing skills/maintaining control of the call
– Objection handling
– Resilience/positivity/confidence
– Listen to the customer and offering them a meaningful proposal
– Getting the offer across clearly and concisely
– Up selling
– Closing the call

The main aim of this course is to provide information on and increase learner awareness of good interviewer skills. By the end of this course you should be able to:
– Understand why preparation is key to being a good interviewer
– Describe steps you can take during an interview to conduct a better one
– Describe and use different types of questions when interviewing
– Recognise ways you could improve yourself as an interviewer

This course has been designed to ensure that you hold an awareness level of knowledge of Managing People.

At the end of this course you should be able to:
– Understand Self-Awareness
– Define what People Management is
– Understand the right use of power
– Describe Strategic and Organisational Awareness
– Understand Coaching and Mentoring
– Describe what Performance Management is
– Consider how you could develop yourself as a leader.

COURSE OUTLINE
The aim of this course is to greater increase your knowledge of your digital footprint and online reputation, as well as the relevant laws and legislation.

The key points covered in this course are:
– Definition of a digital footprint
– Monitoring and maintaining profiles
– Legalities of shared information
– Assessing profiles

LEARNING OUTCOMES
On completion of this course, learners should know and understand the following:
– Describe what a digital footprint is and demonstrate a clear understanding of its importance to their professional and personal life
– Explain how to monitor and maintain their digital profile to enhance their professional reputation
– Describe their legal responsibility and obligations with regard to any information shared and posted via digital technologies
– Assess their digital profile and take necessary steps to remedy any discrepancies or correct any mistakes

This course has been designed to ensure that you possess a theoretical knowledge and practical skills in supporting people Prevent Radicalisation.

The main points of this advice are to:
– Explain what the Prevent duty means for schools and childcare providers
– Make clear what schools and childcare providers should do to demonstrate compliance with the duty 
– Inform schools and childcare providers about other sources of information, advice and support

COURSE OUTLINE
The aim of this course is to increase your knowledge of the recruitment process and documentation, as well as the relevant laws and legislation.

The key points covered in this course are:
– Safeguarding Vulnerable Groups Act 2006 (SVGA 2006)
– Clarifications to the SVGA 2006, SVGA 2006
– The new criminal records and barring scheme (PoFA 2012)
– A new definition of regulated activity
– Controlled activity
– Registration and continuous monitoring
– Job and person specifications
– Equal opportunities policy
– Application forms
– Advertising

LEARNING OUTCOMES
On completion of this course, learners should know and understand the following:
– Safeguarding Vulnerable Groups Act 2006 (SVGA 2006)
– Clarifications to the SVGA 2006, SVGA 2006
– The new criminal records and barring scheme (PoFA 2012)
– A new definition of regulated activity
– Repeal of ‘controlled activity’
– Repeal of registration and continuous monitoring
– Job and person specifications
– Equal opportunities policy
– Application forms
– Advertising for candidates

This course has been designed to ensure that you hold an understanding of staff appraisals and related appraisal skills.

The main points covered are:
– Understanding of supervision and appraisal
– Awareness of the supervision and appraisal process
– How to carry out effective supervision and appraisal
– How the process improves delivery of care

This course has been designed to ensure that you understand what time management is and can recognise how to manage time effectively.

The main points covered are:
– Obstacles influencing time management
– What can be done to prevent poor time management
– Setting SMART goals
– Methods encouraging positive time management skills