The aim of this masterclass is to provide ideas and techniques about communicating constructively with clients whose high expectations sometimes place participants in awkward dilemmas. A major aim of this master class is communicating with assertiveness whilst building a constructive relationship with the client.
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Description
In order to establish the needs of the client it is important to clarify the required outcomes of the meeting for both the participant and the client. The ability to determine what can or cannot be achieved by the participant for the client needs to be clear from the beginning of the association to reduce the risk of misunderstandings and loss of trust with the organisation.
This masterclass will assist in building one’s confidence in dealing with clients with a view to managing client expectations whilst maintaining and building the relationship with the client.
Content
- Establishing clear boundaries with the client to maintain ethical and professional practices
- Clarifying the expectations of the client so that the organisation can determine if it can meet these expectations
- Setting outcomes within reasonable deadlines
- Knowing your limits when agreeing to the client’s requests
- Communicating with those in the team assisting in the outcome so that undue pressure is not placed on them to deliver a deadline which is unreasonable for the team
- Your communication style when faced with these dilemmas; using an assertive style as opposed to aggressive
- The ability to decline a client’s request whilst being able to negotiate with them to achieve a favourable solution by offering alternatives
- Listening skills; do you really hear what the client is saying?
- Questioning skills as to the needs of the client and your ability to satisfy those needs in part or in whole
- Keeping the clients ‘in the loop’ when actions do not meet the promises made
- ‘Under promise - over deliver’
