Course curriculum

  • 01
    Welcome to the course!
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    • Welcome!
    • How to complete this training
  • 02
    Chapter 1: Defining Financial Difficulties
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    • Defining Financial Difficulties
    • The Rules
    • FCA Rules - Summary
  • 03
    Chapter 2: Identifying Financial Difficulties
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    • Who experiences financial difficulties?
    • Indicators of Financial Difficulties
    • How to identify customers in financial difficulties
    • Identifying Financial Difficulties
  • 04
    Chapter 3: Supporting Customers
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    • Supporting Joy
    • Forbearance
    • Support Options - An Overview
    • Choosing appropriate options
  • 05
    Chapter 4: Soft Skills
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    • Active Listening
    • Questioning Skills
    • Test your questioning skills!
  • 06
    Next steps
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    • Final Exam
    • Final Exam
    • Congratulations, you have completed your training