- Overview and discussion of differences between job title and responsibilities
- Defining and preventing unhelpful behaviour ‘triggers’
- Methods for addressing clients’ needs
- How to develop rapport with clients
- Apply Egan’s model of a structured conversation
- Use the GROW model (Goal, Reality, Options, Will) to get to an agreement
- Strategies for defusing anger
- Exercises on implementing the principles of influence
- Guidelines for telling clients what they don’t want to hear
After attending this training you will be able to:
Distinguish between their job role vs their purpose
Challenge their unconscious biases
Address the 7 Client Basic Needs
Utilise the 3 stages of a focused conversation
Implement a coaching approach to get to an agreement
Remain assertive during difficult conversations
Practice the 6 Principles of Influence
Utilise strategies for building rapport
Break bad news to customers without damaging the relationship.
Customer-facing staff members and managers and anyone who would like to achieve better results in engaging with and supporting clients.
Meet the trainer
For the last two decades, Tracy Maylath has been a trainer and facilitiator, joining Shelter in 2002. During this time she has delivered an extensive variety of courses to clients ranging from homeless people and vulnerable adults to managers and directors of private sector firms.
Building on this diverse pedigree, Tracy has also written and developed programmes in management skills and personal development for both the public and private sector.
Utilising an array of innovative methods and state of the art techniques, Tracy engages clients with her humorous approach, passion, in-depth knowledge and vast experience of her topics.