Group training (5-18 staff): Commercial rate £955; Standard / Concessionary £890 + plus trainer’s expenses + VAT
Workshop contains
- 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
Learning outcomes
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.
Suitable for
Customer-facing staff members and managers and anyone who would like to achieve better results in engaging with and supporting clients.
Meet the trainer
Mark Willis commenced delivering skills and professional development courses for Shelter in 2007 and has a wealth of training design and delivery experience, spanning over 25 years, both within the Public and Private sector. A qualified learning and development consultant holding the Certificate in Training Practice (CITP) and Trainer Assessment Programme (TAP) qualifications, Mark utilises industry best practice in his design and delivery for Shelter clients. He is an Associate of the Chartered Institute of Personnel and Development.
Mark is a passionate and enthusiastic trainer and facilitator who uses interactive training and facilitation activities to ensure learners participate and engage in their learning experience. Mark utilises TAP methodology principles ensuring a blended approach to delivery that puts the learner at the heart of each workshop he delivers.
