CPD WEBINAR: Building confidence and shifting your emotional state

Many people believe that their emotional state is entirely dictated by external factors over which they have no control. For example, how often do we hear people say, ‘You make me angry/happy/sad’?

In the workplace many develop and unconscious strategies that affect their emotional state and significantly affect their performance; typical examples include making telephone calls – particularly cold calls – and presenting or speaking in public.

This empowering session shows delegates how to take control of their emotional state, shifting to the best possible state to achieve highly successful outcomes at work and at home.

LEARNING OBJECTIVES

• To understand that our emotional state affects our capabilities and performance
• To understand that our state comes from our physiology, thinking and emotions
• To demonstrate that our states are not created by external events outside our control, but instead that we can create them ourselves
• To provide some strategies and techniques to allow delegates to break unhelpful states and shift to powerful states that help them achieve successful outcomes

CONTENT
• Our emotional state and how can it affect performance
• The interconnectedness of thoughts, emotions, and physiology
• What we practise is what we become
• Our unconscious mind and the programmes we run
• Anchors – visual, auditory, and kinaesthetic
• Visualisation
• Self-talk
• Body language and physiology
• Modelling others
• Techniques to shift state including resource anchoring
• Real life scenarios – cold calling/call reluctance, public speaking/presenting, negotiation/broking
• Delegates challenges - troubleshooting

SPEAKER PROFILE

Jacqui has enjoyed a highly successful 30-year career in Training and Management roles across Financial Services, Retail and Utility sectors.

She has designed and delivered customer service training for household names such as Lloyds TSB, HSBC, Tesco, OrangeBox, Sky, NFU Mutual and many others.

She uses her wealth of experience of working within Customer Service environments to design bespoke customer service training courses, which focus on the skills required by all levels of employees and managers in today’s climate, where customers, quite rightly, expect an effortless and exceptional level of service.

Her achievements have included ‘Welsh Contact Centre Trainer of the Year 2014' and a finalist in the National Contact Centre awards for the most effective training programme.

She has amassed twenty-one 5 star google reviews, and is in great demand from the trade media with appearances in Callcentre helper online articles, and as a guest speaker on podcasts such as Gavin Scott's ‘Customer Service Gold Dust Podcast’ and Peter Ryan's ‘CX Podcast’

• ILM Level 5 Coaching & Mentoring Certificate
• Essential Leadership Skills ILM Endorsed Award
• Training and Development NVQ Level 3 City & Guilds
• NLP Practitioner Certification
• ILM Member
• Member of European Mentoring and Coaching Council

Jacqui is the owner of Turner Corner Learning Solutions and works as an Associate with Nick Thomas & Associates

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