Select Page

Irritation Anger – 1 – Unhappy Clients

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...

Listening – 1 – What do you really DO when listening

What do you do when you are actively listening to a client? Think about this for a moment. And notice that I have emphasised the word DO. Do you wiggle your nose, tap your feet, draw on your sleeve, think about last night’s match … what is it? Pause the video and...

Listening – 4 – Playback

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...