Turner Corner Events
Virtual Masterclass and Open Course Events
Virtual Events
Virtual Open Course Events
Coaching Skills for Team Leaders Open Course
Duration: 9:30am – 12:30pm
Date: Fully Booked New Date TBC
Cost: There are only 20 seats available. Early Bird Offer for the first 10 seats booked: £79 Per Person
Standard Cost:£99 Per Person
Attendess will also receive A Coaching Skills Questions Guide and an optional follow up Q&A Group call.
Are you a manager who recognises that your team has become dependant on you to find solutions to their daily problems?
Do you find yourself offering guidance and solutions because it’s quicker to do so and because you want to be supportive?
Does the time you spend problem solving and ‘Telling’ stop you from working on tasks which help you to achieve your objectives?
If this describes your situation, and you want to learn how to develop your coaching skills and help individuals and team members become solutions- focused and self reliant, then this course is absolutely for you.
During the Session you will learn:
- What coaching is
- The benefits of Coaching vs a Directive approach and how coaching can help your team improve performance by up to 84%, as well as give you more time to work on important objectives, rather than problem solving for team members.
- When it’s right to coach and when it’s right to be directive
- Opportunities to coach in the workplace
- Key principles & skills of coaching
- How to use my very own ABIDE coaching model to use during your 1:1s – 100% of attendees say ABIDE is their preferred model over GROW or toher alternatives.
- How to deliver constructive performance based feedback
I would say I learnt how to word responses more efficiently. Listening and responding. Coaching is not just for under performing team members as this makes coaching look like a bad thing. How to answer a team members questions with questions for them to answer
Thank you Jacqui, Fantastic session. I look forward to downloading and testing the ABIDE model in future coaching sessions.
Very useful, looking forward to sharing the recording with my team.
Thank you Jacqui, brilliant session
The feedback primarily around the coaching session was around how helpful it was to see different coaching models than they would use and how important it is, especially when you had talked around the information retention and how quickly information can be lost. The team said they really enjoyed the use of the polls through the sessions and then the explanations that were given afterwards.
Jacqui delivers a great course and I would highly recommend her. I have attended her Call Handling Webinar and Coaching Skills webinar and both were delivered with such passion and expertise. Jacqui is very friendly and approachable and I’m looking forward to doing more of Jacqui’s courses.
Hannah D
Everyday Actions To Support Mental Wellbeing Masterclass
Duration: 90 MINUTES
Lead Facilitator: Andy Marshall
Date: TBC
Cost: £199 Company Ticket
Do you or members of your team sometimes struggle to cope with the pressures of work, the stresses of life, family or relationship difficulties?
Would you benefit from developing simple new habits that can promote your mental wellbeing?
Would you like to find ways of building mental wellbeing into your organisation’s everyday structures and activities to help safeguard your staff?
If your answer is ‘yes’ to any of these questions, this webinar will be of great benefit to you.
Who Should Attend?
Anyone with an interest in developing and sustaining better mental wellbeing for themselves and/or for their team.
During the ‘deep-dive’ Masterclass you will:
- Discover how our thinking can keep us in a perpetual state of stress
- Learn how this impacts on our mental health
- Explore evidence-based approaches such as The 5 Ways To Mental Wellbeing and Positive Psychology
- Consider how to turn these tools into new habits that fit into your work and home life
- Plan how you can integrate them into your workplace culture
You can view an extract from a previous masterclass on Mental Wellbeing via the link below
About the host
Andy Marshall has been working with managers on how they can support the mental wellbeing of their staff for over 10 years. During the pandemic lockdowns he had to turn to looking after his own mental health, experimenting with a range of self-help approaches. He now shares the results of that personal research through webinars and training sessions with individuals and businesses across the uk.
Company Ticket
When you purchase your company ticket you can invite up to 10 colleagues to attend the live session. You will also receive a lifetime access recording to share with all colleagues, current and future.
‘Excellent material, brilliantly presented. I love what you are doing.’
Anne Mc Cracken – author, speaker, scientist, VP of the International Stress Management Society
Thank you very much-brilliant session – Peter
Thanks Andy, this has been very insighful – Eleanor
Thank you soooo much – Carola
Supporting Vulnerable Customers Open Course
Duration: 3 hours
Date: Fully Booked. New Date TBC
Cost: £99 per person
Does your organisation have vulnerable customers? As there are approx 69 vulnerabilities across all age groups, it’s highly likely that some of your customers will be vulnerable at some point in their lives.
Supporting vulnerable customers can be a difficult conversation for your customer service teams, as they are often sensitive conversations, which require questions to be asked, which your teams may be worried about asking.
This 3 hour masterclass, delivered by multi award winning Trainer, Jacqui Turner, will build the skills of your call handling teams, so they will feel much more confident to provide the right level of support to all your vulnerable customers.
During this ‘deep-dive’ Masterclass your team members will:
- Define vulnerability and explore the key behaviours which customers may demonstrate during calls
- Learn how the BRUCE approach can help identify vulnerability
- Identify effective questions to assess your vulnerable customers’ needs and learn how to ask them sensitively
- Explore the importance of active listening in order to pick up on vulnerable customer cues
- Agree communication best practices to effectively support a range of vulnerable customer needs
- Explore the TEXAS process for effectively meeting vulnerable customers’ needs
- Create a best practice guide for recording and supporting vulnerable customer needs now and in the future
Attendees will be provided with the slides, our vulnerable customer guide and invited to an optional group coaching session to help embed the skills
All attendees will be asked to complete a pre course question, to advise which types of vulnerable customer situations they would like help with, hence ensuring the course is tailored to their needs.
Informative with practical tips that can be implemented almost immediately, which is so useful.
Great session very helpful and informative.
Insightful and empathetic. Really enjoyed the Trainer’s Welsh twang, such a gentle accent. Thank you
Supporting Callers In Crisis Masterclass
Duration: 90 MINUTES
Lead Facilitator: Andy Marshall
Date: TBC
Cost: £199 per company
(Purchase 1 ticket for your company and share the masterclass link with up to 10 colleagues who wish to attend. You will also receive the recording to view and share.)
Who is this course for?
Any staff who interact with customers and managers / team leaders who support call handlers.
Why Should They Attend?
It is vital that all organisations can fulfil their duty of care for customers and for their own staff, and that they prepare call handlers for the most difficult of calls.
Aims of the masterclass:
To increase staff skills and confidence in:
• Responding to customers in crisis
• Looking after their own wellbeing
Masterclass Overview
The session has 3 elements:
1. Before a call – the customer
Understanding the experiences of people who may call in crisis
2. During a call – you and the customer
Exploring the interaction and how to support a caller in crisis
3. After a call – you
Developing simple ways to safeguard staff wellbeing following a high-impact call
Masterclass Content :
An overview of mental health issues, suicide and self-harm
Responding to crisis expressed in anger
Responding to crisis expressed in suicidal thoughts
Understanding your own readiness / confidence levels and knowing when and how to seek support
Signposting for callers in crisis
When to use company protocols for vulnerable customers and involve emergency services
Appreciating the physical and emotional impact on your own wellbeing and how to safeguard yourself following a call
About The Trainer
Andy Marshall has 25 years of experience, working on mental wellbeing, inclusion and behaviour change with people in many different circumstances: young people in schools and pupil referral units, prisoners and officers in the criminal justice system and staff across many organisations in the public, private and third sectors. He uses his specialism in drama-based and active learning to explore human interaction and how to create positive outcomes.
It was brilliantly positioned and very engaging
Brilliant – 10/10 !
This was, without doubt, one of the best training courses I have attended. Andy has a way of getting you to trust him and the process and I’m glad I did! He delivered a useful, well thought out and interesting course. He really put his ‘all’ into it and as a result everyone engaged. We were still talking about it days later and I personally took a great deal away from it.
Given the subject matter Andy was fantastic at delivering.
I will be sharing elements of it with Seniors and other team members so they feel better equipped.
Only 1 Company ticket purchase Required. Share the zoom link with colleagues
Menopause Fact Not Fiction Masterclass
Duration: 90 MINUTES
Lead Facilitator: Vanessa Walker (Menopause Specialist)
Date: Fully Booked Future date TBC
Cost: £199 per company
(Purchase 1 ticket for your company and share the masterclass link with up to 10 colleagues who wish to attend. You will also receive the recording to view and share.)
Who is this course for?
All staff who want to learn the facts about Perimenopause and Menopause to help them recognise the signs and symptoms in themselves and their colleagues, and understand the support available. This masterclass is also valuable for managers who are passionate about supporting their team members who may be experiencing menopause symptoms.
Why Should They Attend?
It is vital that all organisations can fulfil their duty of care for customers and for their own staff.
Masterclass Objectives:
- Learn the facts about perimenopause and menopause
- Understand the changes and how to recognise the signs and symptoms
- Learn how Peri/Menopause can affect individuals at work
- Understand how line managers can support their teams
- Ways in which an organisation can help
- Learn the legal requirements & rights of employees
About The Trainer
Vanessa worked for Boots the Chemist as a member of a store pharmacy team, and as a national and regional trainer specialising in dermatology.
She then gained an ABPI qualification in 2004 whilst working with UCB Pharma.
In October 2023 Vanessa completed Dr Louise Newson’s confidence in the menopause course which covers all aspects of both the Peri-menopause and Menopause. The course covers new scientific data, testosterone treatment for women, the risks of cardiac disease, osteoporosis, cancer, the effect of COVID-19 on menopausal women, and shared decision making. Also how menopause can effect certain preexisting conditions. There are two versions of this course, one for G.P’s and one for none clinicians and Vanessa has completed the course for G.P’s.
She now helps individuals and companies understand the peri/menopause facts from fiction and shares ways to support themselves and colleagues who may be experiencing a range of symptoms in the workplace.
Only 1 Company ticket purchase Required. Share the zoom link with colleagues
Understanding The EU AI Act Masterclass
Duration: 90 MINUTES
Lead Facilitator: Lynsey Hanson
Date: TBC
Cost: £199 per company
(Purchase 1 ticket for your company and share the masterclass link with up to 10 colleagues who wish to attend. You will also receive the recording to view and share.)
Who Should Attend?
This masterclass is suitable for Directors and Stakeholders including heads of departments, such as IT, Marketing, HR, and Operations, within organisations or public bodies either currently using AI (inc chat GPT) or planning to use in the future.
Why Should You Attend?
It is vital that all organisations understand the EU AI Act, to ensure mandatory obligations and compliance are met.
Masterclass Objectives:
- Understanding the EU AI Act
- Explanation of the four risk levels
- Compliance Requriements: Mandatory obligations for high-risk AI systems
- Governance and Enforcement: The Role of national authorities and the European Artificial Intelligence Board
- Preparing for compliance: Conducting risk assessments and classification of AI systems.
- Transparency and User Rights: Obligations for disclosure of AI interactions.
- Strategic considerations for organisations: Building ethical AI systems: Balancing innovation and compliance.
- Industry Specific Impacts: Case studies of AI applications in healthcare, recruitment, education, and finance.
- Ongoing compliance & Adaptation: Staying updated with regulatory changes.
- Practical Exercises and Tools: Classifying AI systems by risk level and developing a compliance checklist.
- Conclusion & Resources: Summary of the Act’s impact on organisation and key takeaways for compliance.
About The Trainer
Lynsey brings has over 15 years compliance experience in Data Protection and has worked in the regulated financial sector, gaining in-depth knowledge across several regulatory requirements, including Data Protection.
Lynsey’s expertise extends beyond data protection regulations to encompass additional frameworks such as the Financial Conduct Authority (FCA) and various International Organization for Standardization (ISO) standards.
Lynsey is not only a seasoned professional but also an experienced trainer, delivering comprehensive Data Protection & AI Compliance training both in-house and externally.
She plays a crucial role, providing Data Protection advice and supporting clients in meeting their obligations to comply with all Data Protection Laws and regulations in the UK, Europe and Middle East.
Only 1 Company ticket purchase Required. Share the zoom link with colleagues
Internal Service Excellence Webinar
Duration: 30 MINUTES
Facilitator: Multi Award-Winning Trainer, Jacqui Turner
Date: TBC
Free Registration: Register Here
Who is this webinar for?
This webinar is for SME business leaders who recognise the importance of achieving internal service excellence across teams and departments, in order to deliver service excellence to customers/clients.
Why Should You Attend?
If you recognise there are Silos within your organisation which are acting as a barrier to cross-departmental collaboration and communication, and thereby impacting customer satisfaction; this webinar is for YOU!
When you attend this event, you will walk away with proven strategies that you can implement within your organisation to remove silos and increase collaboration, communication and service across departments.
Benefits of achieving internal service excellence:
Case studies show that internal service excellence provides the following organisational benefits:
- Increased productivity by up to 20%
- Companies with efficient internal workflows typically see satisfaction rates that surpass industry averages by up to 15%
- Reduced issue resolution times by up 40%
- Cost savings ranging from 10-25%
During this webinar we will:
- Explore the link between internal and external service
- Break down the common barriers within organisations, which impact internal service
- Ensure you walk away with proven strategies to implement and break down those barriers within your SME business
About The Facilitator
Jacqui Turner is the joint owner of Turner Corner Learning Solutions. She specialises in helping SMEs outshine their competitiors and boost Brand Loyalty, by delivering Service Excellence to Customers/Clients.
Proud achievements have included Best Customer Service Training Provider for the last 3 consecutive years, and in 2024 Jacqui was named within the Top 15 Global CX Influencers by CXM.
Jacqui has 30 years experience of developing the service excellence skills and confidence of individuals within a variety of organisations. She successfully works with companies to help them break down silos and increase cross-departmental communication, as internal service is often the missing piece of the Service Excllence puzzle.
Don’t miss out on this opportunity to outshine your competitors and boost Brand Loyalty!
I work with Turner Corner Learning Solutions because of Jacqui’s knowledge and expertise with regards to customer services, and her ability to engage with delegates at all levels to improve performance whether it be remotely or face to face.
The engagement and personalisation offered alongside the clear service experience meant that it was really easy to connect with Jacqui and when explaining our challenges these were understand and addressed when creating the training and this came through in the delivery. Jacqui really understands her clients challenges.
Working with Turner Corner gave many benefits to the team. At a time of a challenging trading environment and a shifting organisational strategy it was key that we gave some solid foundation to our service delivery to engage and wow our exiting member base to allow us to acquire new members at the same time. The results have shone through with our first two quarters seeing a really strong retention performance against target which has given us a really strong base to our membership growth.
I must say that it was an absolute pleasure to attend the CX training, and I am incredibly grateful for the knowledge and skills that I gained from it. The material presented was well-structured, engaging, and insightful.
I had never thought about the idea of internal customers when it comes to customer satisfaction. This idea will change the way I approach tasks taken to support my colleagues.
