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...
This is the last video in the series on Encounter basics. In the previous two, I discussed Discovery and Listening techniques, and in this one I will comment on how these techniques can be used, and must be adjusted, when working with unhappy clients.
This is the fifth video on Encounter basics. In the previous one, I discussed the Discovery technique, in particular the use of questioning to gather information. But asking questions is pretty useless if I don’t know how to listen to the answers, and listening is a...
This is a short module because, if it weren’t, I would have to repeat myself an awful lot. That’s because many of the techniques that have been in covered in the earlier Encounter Basics videos – particularly those associated with Discovery – are central to dealing...
