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...16:00 Why Does a Customer Complain? Dealing with Complaints 16:00 - 16:15 Structure for a Difficult Conversation 16:15 - 16:30 What Next? - Summary & Action Plans Agreed... Learn about: Difficult People...

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...(How to remove the organisations structure and agree the boundaries.) 14:00 - 15:00 Self-directed teams (What is a self-directed team and how can they be developed... Learn about: Team Training...

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..." Introduction to Building Personal Resilience - Timetable 09.30 – 10.00 Coffee and introduction 10.00 – 10.20 What is resilience? 10.20 – 10.45 Benefits...

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