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Books & Articles

THE CRUELTY OF LAMBS - Debut Novel

Angelena is a graduate of Birmingham University and is a passionate defender of a city which she believes is misunderstood. Originally from the Peak District, she made the city her home for over 30 years from where she ran her very successful international training consultancy specialising in interpersonal skills and conflict resolution. One of her claims to fame was the…
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Training For Beginners - Mini-Book Series

Training for Beginners is a booklet (6,500 words) full of practical tips and ideas for the new trainer or those with a little experience. Angelena draws on her thirty years of experience in the field of international training and development to simplify and demystify some of the secrets of putting together an effective training session. Find out about how to…
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Conflict Resolution - Mini-Book Series

I recently read this book and I have to say it was 100% helpful. Having had a conflict to deal with the guidance provided by Ms Boden helped me to take a step back and look at the situation with clarity. I was then able to resolve it accordingly. I would highly recommend Resolving Conflict for anyone dealing with all…
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Customer Service - Mini-Book Series

Review Angelena presents this punchy little book with real life case studies and is the culmination of thirty years of training experience in this field. Whilst much has been written about customer service and training programmes are held all over the world, Angelena recaps on simple service skills which customers beg for and asks the key question:- why doesn’t the…
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Pocketbooks

Looks at why people complain (including why you should welcome complaints) and how they go about it - aggressively, passively, constructively and professionally. Developing a strategy and policy for handling complaints is then described. This is followed by details of the techniques (including transactional analysis) that can be used to turn complainants into loyal customers. Internal complaints are dealt with…
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