Learners identify the effective and ineffective characteristics of both positive and negative feedback.

Learners are introduced to the Johari Window to help them to better understand themselves, their place in the world and their relationships with others.

Learners identify why appraisals are important and are given a simple process to help structure future appraisals to ensure they have purpose.

Learners are given a tool to help them to positively receive and respond to negative feedback, even when it’s not constructively given.

Introduces learners to the 4 key aspects of emotional intelligence to help them identify and understand their own emotions and emotional responses, and those of others.

Learners identify what went wrong, what went right, which behaviours were constructive, and which were not, when dealing with a difficult customer.