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
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.
by andy | Sep 3, 2017
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...
by andy | Sep 3, 2017
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...
