The TUF public workshops offer the opportunity to:
Your staff have specific needs relevant to your business. This training programme deals with the particular issues your people have to contend with.
Minimum of 8 registrations for in house workshops.
When John Faisandier first developed the TUF programme he wanted to make sure that people who did this training would have the best chance to learn practical ways for managing emotions in their lives, because this was such an important area of human functioning. He wanted to make a real difference in people’s lives.
His research and practical experience as a psychodramatist lead him to develop a blended learning approach, that is, the programme uses both online learning and face-to-face training as well as follow-up activities that reinforce what is learned in the initial training event.
Today all of the TUF programmes take a blended learning approach. The various elements can be tailored to suit your needs and the needs of your organisation.
1. TUF pre-course online learning module
This 15 – 20 minute module introduces the main tools and techniques you can use to manage difficult people well and helps you prepare for the workshop. Covering theoretical concepts online leaves more time during the workshop to discuss and explore actual situations you encounter.
2. TUF workshop
The two four-hour TUF workshop sessions build on the concepts introduced online and provide opportunities for participants to talk about actual situations they face. Further concepts and tools are included and participants, through their interaction with one another, develop their ability to respond appropriately.
The two sessions are normally run one week apart and provide opportunities for participants to integrate their learning through observing their own and other people’s behaviour. The can practise skills learned in session one and build on them in the second session.
3. TUF follow-up and ongoing support
Over the next twelve months we send monthly email reminders of key aspects of the programme. These emails provide a link to specific web pages which offer scenario-based learning and additional information on TUF topics to further cement the new skills.
As participants applying the TUF training in their workplace they interact in a new way with real customers. At any time during the following 12 months they can access support by email or phone, to ask questions and receive coaching and encouragement.
The introductory online module for face-to-face workshops:
• Takes 15 – 20 minutes
• Is engaging and informative
• Introduces key concepts to participants
• Stimulates thinking about learning goals and purpose
The introductory online module differs from the TUF online course.
The TUF: Thriving Under Fire programme gives staff the understanding, skills and attitudes to deal effectively with customers who are distressed and aggressive.
Benefits for frontline staff
After completing the TUF customer training, your staff will have the confidence and the skills to remain calm and in control of their emotions during difficult interactions. And most importantly, your customers will get to be heard and feel understood.
Who should attend
Staff who deal with the public – either face to face or by phone – especially those who have to contend with angry and aggressive customers.
The TUF customer training programme makes a huge difference for frontline staff who deal with difficult customers because it is practical and it is focused on your specific situation.
Talk to us now about TUF for frontline staff
This programme focuses on advanced communication skills to assist people managers to communicate better with their teams as well as their customers
Are any of these ever a challenge to you and your managers?
Benefits for managers
TUF for Managers is d esigned for managers and team leaders to learn techniques and develop resilience in handling even the most difficult situations you might be faced with.
Built on the proven TUF: Thriving Under Fire system – you will gain skills and knowledge that will improve all your communication, not just with the difficult people.
Does your team face these challenges?
Benefits for Teams
Through the proven TUF: Thriving Under Fire system, teams develop the ability to work with intensely emotional situations without getting distracted from their main purpose. TUF for teams is designed for groups who face internal and external customer challenges.
They will spend:
The TUF: Thriving Under Fire programme works with the specific situations teams face in their actual workplace.
The skills and techniques taught are practiced and applied through experiential learning methods that lead to real, sustainable change in people.
Talk to us now about TUF for your team