Client Interviewing and Negotiation Skills

This one-day course explores strategies to more quickly build rapport and conduct productive and tailored interviews. It examines how best to identify and understand the needs of the client and how the interviewer can flex their own style to better manage the conversation and deal with, or prevent negative reactions.

Swiss psychiatrist Carl Jung said that “Everything that irritates us about others can lead us to a better understanding of ourselves.”

Please note: the timings for this course are 9:15 to 16:45

N.B. Our January-May 2019 London courses will be held at Resource for London, Holloway Rd, N7 6PA (please continue to contact with any queries rather than the venue direct).

Group training (5-18 staff): Commercial rate £955; Standard / Concessionary £890 + plus trainer’s expenses + VAT

Course contains

  • Needs of clients
  • Listening, questioning and empathy
  • Listening styles
  • Unconscious bias
  • Thinking styles and ego states
  • The Betari Box model
  • Words to avoid and rapport
  • Assertiveness

Leaning outcomes

After attending, delegates will be able to:

  • Employ a structured approach when carrying out client interviews
  • Utilise advanced listening skills to fully explore situations
  • Use questioning and summarising skills to progress the interview
  • Maintain assertiveness combined with empathy
  • Effectively negotiate with clients
  • Manage difficult situations and behaviours

Suitable for

Housing officers, housing support workers, and new or experienced advisers who need strategies to effectively build relationships and negotiate with their clients and manage a range of situations they may present.

Meet the trainer

Rob Hammond has been a trainer for Shelter since 2006 and has experience of working with not for profit, Local Authority, and corporate staff at all levels up to director as well as service users for various charities. Qualified in delivering leadership and management programmes, Rob is also trained in psychometric profiling and is licensed and accredited to use MiRo Behavioural Modes and Strengthscope, both of which maximise individual and team potential. Rob has an honours degree in Psychology and a PG Dip in Integrative Counselling. Also trained as a coach, he combines these approaches as a Personal Consultant and practices as an Integrative Coach-Therapist. He is registered as a member of the British Association for Counselling and Psychotherapy (BACP). Rob’s work has a strong emphasis on personal development and engagement.

CPD hours 5