Description
Understanding Resilience
- Definition and types of resilience
- The importance of resilience and its impacts
- The benefits of building and maintaining resilience
- The role of resilience in customer-facing roles
What you will learn
- Understand resilience and the benefits of building personal and professional resilience
- Know and apply effective tools and resources to support sensitive and high-pressure customer situations
- Recognise signs of low resilience and its impacts
- Understand the importance of maintaining personal and professional boundaries
- Develop a toolkit of helpful and appropriate support strategies and resources
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