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Rated 4.9/5

2,060 reviews on

Building
Emotional Resilience

Duration: One Day

We live in a ‘VUCA’ world – one filled with Volatility, Uncertainty, Complexity, and Ambiguity. In such an environment, emotional resilience is essential for boosting both personal well-being and professional success.

Hamilton Mercer’s Service Methodologies™ provide people with practical tools and strategies to build and strengthen emotional resilience so they can thrive in challenging times.

Certification

Certification

  • This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

    Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

Audience

Audience

  • People of all experience levels and seniority exposed to pressured and potentially stressful encounters and situations at work.

Learning Objectives

Learning Objectives

  • Upon completing this course, learners will be able to:
  • Recognise resilience traits and apply strategies in a fast-paced VUCA world.
  • Identify stress types, their impact on performance, and techniques to sustain peak performance.
  • Transition seamlessly between interactions without emotional carryover.
  • Apply coping techniques, conditioning, and mindset shifts to stay focused and adaptable.

Return on Investment

Return on Investment

  • Performance outcomes include:
  • Enhanced emotional capacity to protect staff from stress and burnout.
  • Sustained performance under pressure (focus and decision-making).
  • Protect staff from stress and burnout.
  • Increased adaptability to change, innovation and creative problem-solving.
  • Lower absenteeism, sick leave and staff turnover.
  • Positive workplace culture and team dynamics.

Course Content

Course Content

Learning Outcomes

  • Recognise and embody key characteristics and mindset of resilient individuals.
  • Understand the importance of resilience in today’s fast-paced VUCA world.
  • Apply resilience strategies to navigate challenges and sustain performance under pressure.

Service Methodologies

    • Characteristics of Resilient People
    • Resilience in a VUCA World

Learning Outcomes

  • Recognise different types of stress and their effects on reactions and responses.
  • Understand the relationship between pressure and performance.
  • Develop strategies to manage stress effectively and maintain optimal performance.

Service Methodologies

    • Stress Types, Reactions & Responses
    • Performance vs. Pressure

Learning Outcomes

  • Identify and understand emotional triggers using emotional intelligence.
  • Differentiate between environmental influences and behavioural responses.
  • Maintain professionalism in challenging interactions or when facing inappropriate behaviour.

Service Methodologies

    • Coping & Conditioning Techniques

Learning Outcomes

  • Transition seamlessly between conversations without carrying over emotional baggage from previous interactions or external stressors.
  • Effectively manage a continuous stream of small challenges and setbacks while maintaining focus and professionalism.
  • Choose the right closing technique to secure the person’s commitment.

Service Methodologies

    • Re-setting After Difficult Conversations
    • Early Intervention & Shifting Mindset.

Learning Formats

scheduled-coursesCreated with Sketch.

Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

leading-remote-teamsCreated with Sketch.

Hybrid

Instructor-Led, combining Classroom & Live Virtual

Quick Links

View Course dates
Make an Enquiry
Read Reviews

Learning Solutions

Learning Solutions

Option 1
Scheduled Courses
Develop Individuals

  • Length: One Day.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (Covent Garden, London) or Live Virtual (via Zoom).
  • Catering: Breakfast, Lunch & Refreshments by Monmouth Kitchen.
  • Approach: Pre-Course Questionnaire & Learning Reinforcement Toolkit.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
View Course Dates

Option 2
Tailored Training
Develop Teams

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Option 3
Transformation Programme
Develop Teams & Culture

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit & Coaching for Leaders/Managers.
  • Certification: CPD Certificate & Learning Reflection Tool (6 - 18 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual & Videos, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Scheduled Course Dates

Classroom & Live Virtual

Scheduled Course Dates

Classroom & Live Virtual

Classroom & Live Virtual

London – Covent Garden

20 Mercer Street
Covent Garden
London
WC2H 9HD

View map here

Live Virtual Sessions – will be Led Live by our Expert  Facilitators via Zoom.

Do you have more than 3 learners?

A more cost effective solution would be our Tailored Training; this can be delivered as Live Virtual, Classroom  (at your offices) or Hybrid training.

Call us on 0800 121 4660 or complete the enquiry form to discuss.

Testimonials & Reviews

Testimonials & Reviews

Global or local, we’re the trusted experts

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Private Sector

“Jon did an excellent job of facilitating this training. The content was well received by the team and has prompted several internal conversations about strategies to manage/promote resilience across the team.”
Arctech Innovation, Finance Director
Arctech Innovation, Finance Director
“Nicely spaced with breaks. Loved the group work and bringing the group together. Great trainer too.”
Swatch Group, Oxford Street Store Manager
Swatch Group, Oxford Street Store Manager
“I enjoyed the course. Simon was a really good trainer. Sometimes trainers can be very "this is what you need to do", "you must do this", etc. but it felt very open with Simon and more of a discussion. The topics were all very relevant and interesting. I have used the empathetic listening skill since!”
Endomagnetics Ltd, Customer Care Specialist
Endomagnetics Ltd, Customer Care Specialist

Let's Chat

Contact us today

Find out more about our customer service training and personal development courses.

Give us a call on 0800 121 4660 or complete the enquiry form.

Head Office

930 High Road
North Finchley
London
N12 9RT

London

20 Mercer Street
Covent Garden
London
WC2H 9HD

Birmingham

The BCEC
Hill Street
Birmingham
B5 4EW

Manchester

Centurion House
129 Deansgate
Manchester
M3 3WR

Hamilton Mercer
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Company Nº 06419717  |  VAT Registration Nº 922 4698 09 | Registered Office: 930 High Road, London, N12 9RT

Hamilton Mercer