2nd #theApexShow Round 4 – Laura Horton

#theapexshow: @LauraHorton1 Once trained, does a TCO need a refresher course at some stage?

Laura Horton: The two day programme is very intense yet teaches so many verbal skills to the team involved that they find the approach softer. Role play is such a huge part of the programme, repeating processes and verbal skills again and again until the TCO can say the right words but in a fashion that flows. The words I may use do not flow for everybody. I am always on hand for my TCO’s to contact me and ask me any advice they may need. However if I can go back to practice after the TCO has been working for a couple of months and to complete and observe and learn that is often beneficial!

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