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 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...
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...
