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...
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...
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...
