MiPod

This module is aimed at all staff who have contact with our customers. It will look at the implications of good and poor customer care, the importance of customer service standards, how to deal with customers face-to-face, on the telephone, by letter and by email as well as the importance of taking responsibility for meeting customers' needs. The 3rd module also includes Dealing with Difficult Customers

This course is aimed primarily at those staff who deal directly with the public and therefore may come into contact with people who are deaf or hard of hearing.

It will look at the different types of deafness, the sort of myths that surround deafness and identify the ways in which deaf people communicate.

It will also cover the areas of support available to you as staff who may need to communicate with a deaf person.

At the end of this module, you will have a better understanding of people with dementia

You will be able to;

• Know what Dementia is
• Know the common types of Dementia
• Know the common signs and symptoms of Dementia
• Begin to understand some of the feelings and experiences people with Dementia may have
• Gain skills and knowledge to help you communicate better with someone with Dementia
• Know what support is available for someone with Dementia

This course will explain what is meant by effective writing. It explains its importance in the workplace and how it can benefit both your business and your customers.

You will learn how to organise your ideas so you that you can produce an effective, well-written and persuasive business letter.

It will also equip you with the tools you need when using emails, telephone and letters and when to decide which one might be the most appropriate depending on the situation.

The course also focuses on the importance of Plain English and its principles when putting together any written document.

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This module will look at the causes and types of conflict that can arise in the workplace. We'll demonstrate best practice approaches to resolving conflicts, and show everyday measures that can help to prevent future disharmony.

Most of us find the thought of giving a presentation rather nerve-wracking. But if this describes you then don't worry!

You can develop good presentation skills, and this module tells you everything you need to know in order to get it right - from recognising the type of presentation you need to deliver through to combating last minute nerves and dealing with unexpected hitches.

This course will provide you with the skills to produce effective information for the web. It will also explore some basic legal and accessibility issues around web content.