This short training module used to be called “Angry Clients”, until I realised that the techniques for dealing with full-blown, banging-fists-on-the-table fury are also valuable in less dramatic circumstances. And in some ways it is more important to know how to deal...
Playback is the business of rephrasing what a client has said in order to confirm that I have understood, and to demonstrate that I have been listening. It provides a stabilising feedback path for the conversation. There are two possible outcomes of Playback—I am...
Playback can also be used to open up conversations that get stuck. Sometimes a client may indicate that there is nothing left to be said, but I don’t want to let the discussion finish on this note. For example, if I am trying to interest them in a new way of doing...
