Free Resources

This is a free resources section, where you can access management and customer service guides to help you develop your knowledge and skills to achieve your potential.
This section will be regularly be updated so please keep checking for additional resources. We ask for your email address to access the guides, so that we can track which guides are popular and to thank you for using our services. We will not send you marketing emails without your consent.

If there is anything specific you would like information on please get in touch – go to the Contact us page for details. Or why not fill in the comments box at the bottom of the page to let us know what you think of the guides or what guides you would like us to add.

A guide to some useful coaching questions

Do you get bored of asking the same questions over and over again. Perhaps your Coachee is at the point where they know what you are going to ask next and they already have their answer prepared.
If this is the case, have a look through this guide, you may find some useful questions to re-energise your coaching sessions. The Questions are based around the newly created ABIIDE Coaching Module, created by Jacqui Turner
Abiide coaching guide

Coaching – Plan-Do-Review

If you are a Manager or Coach in the workplace, I am sure you spend a large proportion of your time coaching your staff, so that they feel empowered and engaged to create ideas and take ownership for finding solutions to their everyday challenges.
However, if you schedule a half an hour or hour long coaching session with a member of your team, how much time do you set aside for planning and then reviewing the coaching session?
Without effective planning, your coaching session is unlikely to be as effective as it should be and without the time set aside to review the impact of the session, how are you going to know what worked well, what didn’t and what you are going to improve on next time? Without the review process in place, the chances are you will stay within your comfort zone and repeat the same process again next time. So if something isn’t quite working for your coachee or for you, you are unlikely to identify what needs to be changed and it may take a lot longer to start to see the individual achieving the results that you are both aiming for.
Follow the Plan-Do-Review process below and you will start to see a noticeable improvement in the quality of your coaching sessions
Coaching – plan do review

Emotional Intelligence

Psychologists generally agree that achieving success is not about having a high IQ. In fact a contributing factor to achieving success in life is more focused around developing a high Emotional Intelligence level. Click on the link below to download a short guide detailing the difference between IQ and EQ and some simple tips to manage your emotions when you are feeling stressed in the workplace and at home.
Emotional Intelligence – Managing Own Emotions

Customer Service

Are you looking for a little guidance on words and phrases that customers will want to hear and avoid the ones that will switch them off and send them in the direction of a competitor?
Download this short guide and please get in touch if you feel we can help you further
Customer Service Guide


Words and Phrases to Avoid

Are you wondering why your customers seem to want to interrupt you and not allow you to respond to them? Are they reacting negatively when you try to explain the situation to them? If this is the case, then check out this list pf phrases to ensure you are not using them.
Download this short guide and please get in touch if you feel we can help you further
Phrases to avoid

Rapport Building

Do you find it difficult to build rapport with different types of customers? Do you like to engage your customers in personal talk but they don’t seem to respond well to this type of conversation. Or perhaps you want to stick with business talk but the customer seems to want to talk to you about their recent holiday which you are finding frustrating? If you want to understand your customers better and develop a better relationship with them – download the guide by clicking on the link.
building rapport guide

Time Management

Are you a Team Leader? Do you struggle to get things done? Just making a few small changes to how you manage your workload can make a big difference.
Follow the steps in this quick guide and become more effective
Time Management Guide

Assertiveness

Assertive behaviour is often confused with aggressive behaviour; but assertive behaviour aims at equalising the balance of power, not in “winning the battle” by putting down the other person or rendering her/him helpless.

Assertive behaviour involves expressing your legitimate rights as an individual. You have a right to express your own wants, needs, feelings, and ideas.
If you find yourself saying yes all of the time, what impact is this having on your achievements at work? Are you spending more time doing work for other people than you spend on completing your own important tasks?
If that sounds like you then download this short guide and learn how you can be more assertive and still earn respect of your colleagues.
Assertiveness Guide

Action Verbs for Your CV

If your CV is looking very repetitive because you have over-used the same verbs, then download this useful list of Action Verbs to make your CV stand out.

Action Verbs Guide



Qualities & Skills List

If you want to improve your CV and are struggling to describe yourself in a way that will appeal to a future employer, then download the Personal Qualities and Skills List below, to give you a helping hand.

Qualities and Skills



CV Guide

This guide gives tips on how to collate information and structure your CV so that it stands out for all the right reasons Also use this guide to avoid common mistakes.

CV Structure Guide Sheet



CV Review Sheet

Before uploading your CV to a recruitment website it is important to carry out a review to ensure that you have included everything you need to make your CV stand out. Use this Review Sheet to help identify strengths and weaknesses in your CV.

CV Review Sheet

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