Sample
Emotional Intelligence
An overview of Golman’s EI, including his 5 key elements and sub-elements: self awarness, self regulation, motivation, empathy and social relations.
Pods
Listening Skills
A toolkit of skills and techniques to help you listen actively, and make it clear to others that you are listening to them.
Questioning Skills
6 reasons why questions are a really important tool; how to use questions to drill down for detail, or open up a conversation to let the issue breathe...
Value-based Behaviours
What are values, and why are they important?... How do they relate to everyday behaviours?... And what happens if values clash?
Empathy
What is empathy, and what can I do to show it? This pod will provide answers to both these questions.
Customer Satisfaction Triangle
3 factors that form the recipe for customer satisfaction… and of course, create dissatisfaction if any are missing...
Sample
Giving Feedback
A 2 model feedback framework: BOOST identifies 5 factors to getting the 'what to say' right, and SBIA provides a useful structure for how to deliver it.
History, Overview & Key Terms
How, where and when it all started, key events in the history of NLP, and the three key terms explained... Neuro, Linguistic & Programming.
Presuppositions 1 to 3
There are 10 key presuppositions in NLP. This pod explains the key term, and focuses on the first 3 - including why 'maps' are so important...
Ownership (PR)
The crucial relationship between provocation and response, why language matters, and a practical demonstration of its application taken from NLP: the donkey button.
Sample
Customer Drivers
What do customers really want?... How many of these 11 are you already covering, and can you close any gaps?... Because who doesn't want happy customers?!
JEDI
An overview of Justice, Equality & Equity, Diversity and Inclusion: definitions, examples and the importance of understanding them in the workplace.
