by andy | Sep 3, 2017
Slides and scripts are available at the Section level.
by andy | Sep 3, 2017
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...
by andy | Sep 3, 2017
Slides and scripts are available at the Section level.
by andy | Sep 3, 2017
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...
by andy | Sep 3, 2017
So, when I listen, I listen … nothing else … and supportive body language, note-taking and playback are signs that I am listening well I can also use the listener’s Blacklist to know when I’ve got distracted, and that I need to concentrate harder Empathetic listening...
