Blended Learning Solution

A four-stage blended learning programme

1.  TUF online learning module

This 20-30 minute module introduces the main tools and techniques staff can use to manage angry customers well and helps your people prepare for the workshop.   Covering these theoretical concepts online leaves more time during the workshop to discuss and explore actual situations your people face in their work. 

Note: this module was developed with Wavelength with our goal to keep the concepts simple, straightforward and relevant for learners.

2.  TUF workshop

The eight hour TUF Workshop builds on the concepts introduced online and provides lots of opportunity for people to talk about actual situations they face. Further concepts and tools are included and staff, through their interaction with one another, develop their ability to respond appropriately.

3.  TUF ongoing support

After the workshop, staff begin applying their TUF training in their workplace. They use their new skills and knowledge on real customers. 

At any time for the following 12 months they can also access TUF Support through a dedicated blog- to ask questions and receive coaching and encouragement.

TUF follow-up

Over the next 12 months we will send monthly email reminders of aspects of the programme. These emails will also provide a link to specific web pages which will offer additional information on TUF topics and questions to further cement the learning.   

TUF: Thriving Under Fire will supply you with regular reports on your staff’s progress.