Sales and Service Essentials

Every employee over the age of 18 has a responsibility to ensure all Adult Gaming Centres (AGCs) are operated correctly, whether they are directly involved in AGC operations or not. Includes, Why mystery shopping and test purchases are carried out, The importance of staying within the law, How to carry out a routine check of an AGC, How to recognise a potentially vulnerable person and know what action to take, How to refuse entry to an AGC restricted area, What self-exclusion is and the action to take, How to recognise a potentially suspicious situation and what action to take.

This course explains that while anxiety is a normal response to stress, it is not the same as stress. It becomes a mental disorder when we experience it for prolonged periods or on more days than not. The course sets out different types of anxiety disorder, their physical, psychological, and behavioural symptoms, and effective treatments. The outcome is that you are equipped to spot the signs and help yourself and your colleagues overcome anxiety, leading to more happy and productive lives.

Regular one-to-ones allow you to address a range of topics and challenges with your team members, in a relatively informal manner, aided by a level of structure and consistency. They provide the opportunity to check-in with them, not to check-up on them, to understand their current priorities, workload and challenges. Includes, The benefits of one-to-ones and how to plan and prepare for them, regardless of whether your team member is based on site or remotely, Facilitating the meetings, using great coaching skills, and acting on feedback, Scheduling of tasks and reviewing and following up on action points.

For people who serve customers with food and drinks over the counter, this course is designed to give you the confidence and skills to be brilliant at sales and service, and ultimately give your customers the best experience and you the best rewards. Includes, How to get the best for you and your customers, even when you are busy, The importance of knowing what you offer and how to use this to improve the customer experience, How to keep stress levels low during service (through preparation and awareness), Techniques to increase sales and your job satisfaction.

Data Security Essentials, This course gives an overview of information security, from IT and workstations through to use of the internet and emails. Includes, What information security is, Why information security matters, How to protect your username and password, How to protect your workstation, How to stay safe online, How to comply with data protection law. PCI Essentials, The essential things all staff need to understand about the Payment Card Industry Data Security Standards (PCI DSS) and their responsibilities regarding compliance are. Includes, What PCI DSS are and why businesses must comply with them, What data theft is, the risks and what to do to prevent it, The scope of the Company's and your responsibilities and the PCI goals, Why you must handle manual card transactions correctly and how to do this, What data protection is all about, The benefits of compliance and the consequences of non-compliance.

Understanding what makes your workstation safe to use could save you a lot of pain and discomfort. For people who are more than occasional users, an assessment should be completed. This course shows you how to complete a display screen equipment (DSE) assessment and how to keep yourself productive while looking at the computer screens we rely on so much these days. Includes, What is covered in a DSE assessment, Common problems and associated health risks, Exercises to do before starting work and after a lunch break, also rest break exercises at your desk.

A comprehensive overview of the Equality Act requirement for the fair and equal treatment of all. Examples are used to put the law into real-life and aid understanding. The course includes some sophisticated scenarios allowing the learner to practice identifying situations, who is involved and how, and then the best course of action to take. Includes, What being equal and fair means, Examples and effects of discrimination, Discrimination and harassment types defined under the law, What protected characteristics are, Where lawful discrimination is allowed, Pay equality and secrecy, How to identify and react to discrimination situations, in a virtual company.

Nobody wants the stress of being involved in a fire, do they? So, it is important you know all about fire, its prevention, detection and what to do if a fire does break out. This course covers the essential and practical skills of fire safety. Includes, Fire evacuation procedures, how to keep safe when leaving a building, What firefighting equipment is available and how you use it, What causes fires to start, so you can help prevent them, How to recognise and manage fatigue in yourself and others, Wellbeing issues, Influencing and negotiation skills to create a safety culture.

First aid is an essential skill that could save a life, but many first aiders lose confidence as time progresses following their initial training. This course is designed to support qualified first aiders in prompting and refreshing the essential knowledge. Includes, Assessing a situation and what to do in the first instance, Identifying and dealing with heart attack and stroke victims, CPR, Dealing with slips, trips and falls (treating head and spinal injuries and fainters), Signs and treatment of fits, seizures, diabetes, anaphylactic shock, asthma, Dealing with injuries from accidents, severe bleeding, sprains/strains, fractures/dislocations, burns/scalds, choking, drowning, electric shock.

Anyone dealing with food needs to know how to do it safely and hygienically, so it is safe to eat. Includes, How food poisoning is caused and what its effects are, About the different types of contamination, the sources of bacteria and how they spread, About the need to report illness and follow the personal hygiene rules, The principles of HACCP, The 'clean as you go' rule, COSHH, How to prevent pest infestation and recognise signs of pests in the workplace, How to recognise and manage fatigue in yourself and others.

Anyone dealing with food needs to know how to do it safely and hygienically, so it is safe to eat. This course gives you the skills required to prevent a potentially life-threatening allergic reaction. Includes, What the 14 allergens are and where they can be commonly found, including drinks, What the customer needs to know and how we must clearly communicate it, How to record ingredients information for food prepared on site, How to spot a severe allergic reaction, what to do and what the difference with a food intolerance is, Influencing and negotiation skills to create a safety culture.

A course designed to give you the confidence and skills to be brilliant at sales and service and give your guests the best experience, and you the best rewards. Includes, How to get the best for you and your guests, even when you're busy, The importance of knowing what you offer and how to use this to improve the guest experience, How to keep stress levels low during service (through preparation and awareness), Techniques to increase sales, and your income, About different types of people, and yourself, How to vary your approach according to the guests and the environment.&nbsp,

A course to practice the skills you've learnt and really cement your knowledge and confidence to be brilliant at sales and service. You will, Practice your greet and seat skills, Decide how to vary your style and approach based on the type of guest, Practice the best ways to make suggestions and guide guests, Understand the importance of table allocation and priorities.

A Forecourt Competent Person (FCP) is key to ensuring that a site that sells fuel does so safely and in line with regulations. This detailed course is for managing and understanding fuel activities. Includes, Why fuel is regulated, and the main hazards associated with it, The laws regarding fuel handling, Tank configuration and ullage, How contamination is prevented, Responsibilities in unassisted and assisted deliveries, Problems and risks with deliveries and how to complete the petroleum delivery certificate properly.

Fresh fruit and vegetables are one of the most important aspects of fresh food sales. How the department looks and the quality of what it sells will influence a customer's decision on whether to shop there. Includes, What good looks like and how to keep it that way, How the products get to store, The key things that can go wrong, How to merchandise to increase sales, How to reduce shrinkage and waste, How to look after flowers, Products to help the customer get more, Products that go well with each other to increase link sales.

This course explains that stress can be a good thing when it motivates us, but too much of it can literally make us ill, making it a major cause of absence from work. It sets out the signs and symptoms and includes practical advice on reducing stress, from being more realistic about workloads to sleeping and eating healthily and doing specific breathing exercises. It also includes tips on dealing with the particular challenges of working from home. You will learn that reduced stress improves overall wellbeing, attendance, and productivity.

A course designed to equip hospitality and retail managers with the knowledge they need to manage the fundamentals of food hygiene in the business effectively. Intermediate/level 3. Includes, Food safety and hygiene legislation, Hazard spotting, recording and due diligence, Coaching your team, Audits, HACCP, Enforcement officers and complaints.

A course designed to equip hospitality and retail managers with the knowledge they need to manage the fundamentals of health and safety in the business effectively. Intermediate/level 3. Includes, Health and safety legislation, Due diligence and audits, Coaching your team, Risk assessments, Managing risk/competent person, Accidents, COSHH and Contractors, Fire management.

This course helps managers understand the issues when it comes to looking after their people, including presenteeism as well as absenteeism, and the best strategies for offering support. It also helps managers consider the different but equally important issues that can arise when people are working remotely and in isolation from their teams. While intended primarily for managers, the course can also give team members greater confidence in supporting their peers. It raises the overall quality of leadership on this issue, adding value at all levels of an organisation.&nbsp,&nbsp,

A series to help managers get the very best out of people. Fully interactive. Scenario-based. Designed to enhance and blend in with current programmes and procedures for both new and experienced managers. By playing out challenges within realistic scenarios, managers get the chance to experience the benefits when business improves. Benefits which make their lives easier, more rewarding. Managers will not only know how to make changes but will want to make changes. 7 episodes, Preparation, Wellbeing, Recruitment, Induction, Coaching and Performance Management, Appraisals, Managing Talent.

Keeping everyone safe and well must be a top priority for any business, and accident prevention is at the core. Includes, The difference between accidents, incidents, near misses and dangerous occurrences, Risk assessments, Slips, trips and falls, COSHH and warning symbols, Safety warning signs, Safe working practices and controlling the risk of potential injury, accident or illness, Use of electrical equipment and reducing the risk of shock and fire, Manual handling and good lifting technique, How to recognise and manage fatigue in yourself and others, Understanding and acting on wellbeing issues, Influencing and negotiation skills to create a safety culture.

This course explains the rise in burnout and the feeling of being constantly swamped. It sets out how to recognise the emotional and physical signs and symptoms of burnout, and manager strategies to reduce team stress and prevent burnout. The outcome is that you're equipped to reverse any damage and manage stress and build resilience through taking care of your physical and emotional health.

This course explains the difference between depression as a natural response to disappointment and clinical depression, which is a debilitating mental health condition. It helps you spot the signs and symptoms, understand different levels of severity and how to intervene effectively when required. This means depression can be dealt with before it leads to lost productivity and ongoing human misery.

Workplace aggression is any incident in which a person is abused, threatened, or assaulted in circumstances relating to their work. Dealing with customers and colleagues could potentially lead to aggression and you need to be aware of signs, contributing factors and what to do should it happen. Includes, What can make people angry and trigger workplace aggression, and how to eliminate or reduce these triggers, Communicating effectively as an effective deterrent, Identifying irrational behaviour and how to calm situations, How to handle one-to-one confrontations - during and after, How to respond to confrontation, Observation and listening skills, Memorising vital information.

It is important you understand the facts about mental health. Good mental health is not just about being free from mental illness, and this course covers all the facts and how to break the stigma. It explains that it means being able to make the most of your potential, cope with life and play a full part in your family, community and workplace. It also shows you how to recognise the most common mental health issues, and avoid using stigmatising language, in order to support colleagues who may need help.

This course helps you understand the importance of living in the present. It sets out how techniques ranging from practising mindfulness, to breathing exercises, to simply going for a walk can help us all reconnect with ourselves and focus on what matters. It gives you the simple tools you need to improve your own wellbeing and cope with everyday challenges.