Duration
2 hours
Location
Live virtual
Availability
Good
Suitable for: All What does this mean?
We’re all aware that sometimes we can become fatigued by the requirement of our role to be compassionate to customers, to colleagues and to all those with whom we come into contact. It can be very easy to snap at people, to expect that they understand what we do, to believe that they deserve a less than compassionate response to their situation. All of this is human and understandable and this session, won’t criticise you for feeling that way.
What it will do is help you understand why that happens and help you bring in to your working day behaviours that will help prevent compassion fatigue and help you deliver the best service to everyone, meaning that you also have a less fatiguing and negative experience.
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Read more
What delegates will take away:
- A deeper understanding of compassion fatigue and how it is unhelpful, professionally and personally
- A deeper understanding of who our customers are and how our interactions affect them psychologically
- Techniques to be able to manage ourselves and our emotions
- Techniques to be able to manage others’ emotions
- How to deal with fatiguing customers/colleagues
- The importance of rest and recuperation
- That you are far more in control of your day than you think you are
- The importance of positive language
Who’s it for?
Anyone who is customer facing or managing people they find fatiguing.
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Our trainer
Simon Thomas’s passion for Learning and Development comes from the satisfaction of making a difference. Helping people to be at their best in work, (and life), fuels his quest to facilitate the most game-changing learning interventions possible.
His career spans 16 years as a senior leader within Asda/Wal-Mart, progressing through a broad range of senior operational, strategic and commercial positions within the Head Office. Throughout his career Simon has always been deeply involved with developing talent through coaching, mentoring, recruitment and delivering leadership skills programmes. As you might expect from his background, Simon is supremely customer-focused, and always goes the extra mile to deliver memorable learning experiences. His personal learning journey has earned him a CIPD Level 7 accreditation in Learning & Development, Certificates in Stress Management, NLP and Coaching (CMI Level7), accredited practitioner for both the Lumina Spark psychometric model and the Heartstyles Life Indicator – plus he’s a qualified Hypnotherapist and Mental Health First Aider.
Simon has delivered a broad spectrum of training across all Government Departments such as the Royal Air Force, HM Prison Service and the Dept of Work & Pensions, where he brought learning to life for senior Civil Servants. He also facilitates experiential leadership and wellbeing programmes for organisations and private clients in the UK and around the world. The range of people Simon supports is broad, from professional cyclists wanting to develop their mindset, to global leadership teams aiming to develop cross-cultural impact.
As part of a hand-picked Associate training team, he has worked for the past 5 years across Europe and Middle East for Lexus Europe on their Luxury Brand & Customer Experience programme. Simon has a secret passion for both history, and creating experiences that move people, and so it is no surprise that he specializes in bringing Lexus stories to life, enabling retailer teams to connect on a more emotional level with customers, and maximise brand value.
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Price and booking
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If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we’ll process the booking for you.
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Cancellations and substitutions
If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected] Otherwise, a cancellation fee of £60 plus VAT will be chargeable. If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance. Cancellations must be made in writing, and will be acknowledged by HQN Limited.
Dates
We can bring this course to you.
If you have five or more staff interested our
in-house training offers great value for money.
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We can bring this course to you.
If you have five or more staff interested for this course date, our in-house training offers great value for money. All you need to do is click the in-house tab and drop us a message.