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BUILDING RAPPORT: List of resources
Title & Format Description
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Insights and Strategies Series
Inspire best practice performance with up-to-date knowledge, insights and strategies from a range of business leaders ...
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Switch On - Caring
from the series: Switch On Series
Switch on Caring shows you can develop positive caring thinking patterns and behaviors. People in the caring professi...
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Switch On - Service
from the series: Switch On Series
Switch on Service is a course designed to develop and maintain positive service attitudes in all staff that provide s...
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Switch On Series
The SWITCH ON SERIES has been created by psychologist Eve Ash to help people identify and change negative thinki...
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Getting Motivated
An animated series developed by psychologist Eve Ash to help people get motivated. Learn how to create a positive min...
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Boomerang
Learn how to use the reciprocity urge to create happy customers and cooperative teams. ...
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Building Relationships
Marcus sets up a “speed socializing” exercise to give staff an insight into building long lasting relation...
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Diffusing Anger
Marcus runs a training session to help staff manager anger, and invites Serena as the anger management expert, which m...
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Negotiating for Results
Steve and Paul Garrison negotiate a large contract to provide services to Paul’s company.  Steve wants to p...
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Teaching Greetings
Carlos needs training in reception skills. Carol is critical of his pronunciation and poor English, so she delegates t...
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Creating Positive Impressions
Carol greets new clients but struggles with their name pronunciation. Michael and Wendy are not welcoming, so Carol gi...
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Passion for Service Excellence
See the difference when people want to provide exceptional service. Learn that when you’re passionate about you...
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Personality Clash
Learn how to manage a team conflict through open discussion where feedback is welcomed and differences are discussed ...
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Presenting with Impact
Ideal for group training and self-development. With excellent workbook and handouts. A panel of sales experts hoste...
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Selling Yourself First
Ideal for group training and self-development. With excellent workbook and handouts. Psychologist Peter Quarry and ...
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The Phone as a Friend
Ideal for group training and self-development..with excellent workbook and handouts. Psychologist Peter Quarry and a ...
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What Customers Love and Hate
Ideal for group training and self-development..with excellent workbook and handouts. This program provides a wealth o...
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Overcoming Personal Barriers to Diversity
Just about every organisation is interested in diversity and has introduced policies and programs that support diversi...
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10 Powerful Networking Skills
Learn how to become more successful with your networking by implementing ten powerful skills. Discover whether you ...
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6 Ways To Build Rapport
Learn useful ways for creating a bond and connection - regardless of whether you are in sales, service or any other ro...
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The Power of Empathy
Discover the benefits of empathy. Learn techniques for getting out of the 'anger trap' and dealing with emotio...
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Building Relationships
from the series: Hotlines Series
Call centre operators are often the first and most important point of contact with the customer. They need to have...
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Communicating Clearly
from the series: Hotlines Series
Staff in call centres need to learn to communicate clearly, especially if someone has difficulty understanding. ...
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Conveying a Professional Image
from the series: Hotlines Series
People in call centres are the window into their organisation. They need to present a professional image over the phon...
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Listening
Find out common listening mistakes and how to really hear what people are saying. ...
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Listening & Understanding
Learn the five key skills of effective listening and understanding - show interest, focus on the key issue, summarize ...
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Effective Listening
from the series: People Skills Series
Learn the five key skills of effective listening - show interest, focus on the key issue, summarise and check, listen fo...
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Staff Can Do Too
Teach frontline staff to meet customers' needs with the CAN DO formula. ...
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