Pure Leapfrog
Pure Leapfrog draws on its expertise in Carbon, Sustainable Finance, Energy Systems, and Natural Capital, to evolve new products, services and business models that are predicated on community ownership structures and that promote our goals of sustainability and decarbonisation
- Course
Module 2: Restoring Human Connection on Calls
Move from psychological theory into live communication approaches. This module introduces the call handling techniques needed to hold conversations rooted in radical empathy while protecting your personal boundaries. With our Mortgage Prisoners at the heart of our service, you will learn how to replace corporate speak, ask the right questions, and manage the expectations of our often distressed clients.
Selected People9 Lessons- 1
Avoiding Info-Dumping
- 2
Consolidate Your Learning
- 3
Deep Listening vs Fixing & The Power of the Pause
- 4
Evoking Awareness
- 5
Managing Expectations through Radical Transparency
- Course
Module 1: The Lived Experience of Mortgage Prisoners
Explore the human reality of being a Mortgage Prisoner. This module introduces a trauma-informed framework to help you understand the chronic housing stress, systemic barriers, and cognitive load faced by clients trapped by the 2008 financial crisis. Through real world client personas, you will learn how to identify survival behaviours, navigate internalised shame, and adapt your communication style to build immediate trust on every call.
Selected People11 Lessons- 1
Consolidate Your learning
- 2
Defining Call Success
- 3
Defining the Demographic
- 4
Empathy vs. Sympathy
- 5
Meet our Mortgage Prisoners
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