Difficult Client Conversations
Productive communication is built upon rapport, not necessarily upon agreement. By looking at the psychology behind difficult client conversations, we take a practical approach to helping you manage ‘disagreement without being disagreeable’.
It’s inevitable that conversations with clients aren’t always to deliver good news: explaining that a project is not going to be on time or on budget; pushing back on a client who is stretching the boundaries of the contract; or dealing with internal stakeholders who are not meeting expectations. This course will give you valuable tools to manage these difficult situations with skill and conviction.
Who’s it for?
Client-facing individuals, project managers and those who find themselves in awkward situations with clients.
Face to face: The course is normally run as a half-day workshop with around 12 people. We create real scenarios (common to our client’s world) to give delegates the opportunity to put theory to the test in simulated difficult conversations.
Live Virtual Classroom: Usually a 2 hour session developing an understanding of what triggers clients and how to take the heat out of conversations. Will involve an opportunity to practice the key skills.
This professional development will bring improved confidence and skills. Delegates will have a framework and structure for these types of conversation and the ability to protect the client relationship whilst dealing assertively with clients’ sometimes unreasonable demands.
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Account Management Training Designed for the Professional and Engineering Services
- 3E model for structuring difficult conversations: Explanation, Expectations, Engagement
- Taking the tension out of a heated conversation
- Recognising different styles and countering them
One-page course overview
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