Even with the ever-growing dominance of computers and social networking sites, and the popularity of e-mail and text messaging, the telephone continues to be the tool of choice for most business communication. It is very important, therefore, to establish good telephone manners in order to convey a polished professional image. Poor telephone technique, sloppy cell phone savvy and missing mobile manners all detract from the impression you make when you make a call.

Here are some practical guidelines to help you foster fabulous phone finesse, ensuring you are heard even when you’re not seen!

Criticism is often seen as a negative thing – look it up in any Thesaurus and you'll find it right there alongside such choice words as condemnation, disapproval, nit-picking and fault-finding. This is solely down to the fact that most people only ever criticise in a negative way. And we only ever refer to criticism as criticism when it's negative – positive criticism becomes 'approval' or 'praise'.

The truth is, criticism, when given in an appropriate way at an appropriate time, can have many positive effects – both for the giver and the recipient. The trick is to learn how to criticise in a positive and constructive manner, and to watch out for the pitfalls of negative criticism.

Trauma is our emotional reaction to a shocking, unexpected event that is way beyond the range of usual human experience. It's an unfortunate fact that most of us have either experienced a traumatic event ourselves, or we know someone who has. But what can we do to cope with the after-effects of trauma? How can we help ourselves – and others?

Not a day passes without a traumatic event – an event that involves a threat to one’s own life or body, or involves witnessing a life threatening event that someone else faces.  Such an event is way beyond the range of usual human experience; an event which would be markedly distressing to almost anyone. The critical factor seems to be the person’s cognitive construction of what has happened to them. Typically the reaction is one of fear helplessness or horror.

This course equips you with the specialised counselling skills necessary for trauma counselling.

How often have you wished you could really help someone in crisis, instead of offering well-meant, but ultimately useless advice? With a little basic training, you can learn to listen, provide support and offer real guidance to people in need.

Whether you apply the skills learnt in your home community, at work, through your church or simply within your social circle, you can offer a valuable, supportive service that makes a positive contribution towards helping individuals overcome emotional hardship and issues.

This course will equip you with the skills you need to help make a difference in people’s lives.