Client Relationship Management Skills For Managing Internal Clients

Client Relationship Management Skills For Managing Internal Clients
Click for a PDF of Client Relationship Management
Skills For Managing Internal Clients

WORKSHOP AIM:

The aim of the workshop is to develop the participants’ Relationship Management skills so that they are able to effectively carry out their roles by building and managing positive
interpersonal relations with their clients.

WORKSHOP OBJECTIVES:

By the end of the workshop participants’ will be able to:

Understand their own behavioural traits and how it effects their working
        relationships with clients
Identify what actions need to be taken in order to improve working
        relations with others
Use techniques to effectively influence people to open up and share information
Understand the skills & behaviours required to gather, successfully, quality information from clients
Understand the dynamics of conflict and take actions to either avoid or minimise its impact on the meeting
Use techniques to effectively manage hostile or difficult people

Workshop Methodology:

The workshop has been designed to maximise participant involvement. A number of proven methodologies will be employed including:

Consultant led input
Group/individual based exercises
Practical client role-play simulations using a video camera
Feedback and Coaching

Workshop Content

DAY ONE:

Introduction


Workshop overview
Aims & Objectives
Personal objectives

Building & Maintaining Positive Interpersonal Relationships

Interpersonal skills
Verbal communication skills
Non-verbal communication skills
Johari Window – Analysis of interpersonal relations with others

Gathering Information

The skills of enquiry
Questioning techniques
Developing listening skills
Objectives, control, focus
Practical exercise – Developing questioning & listening skills

Influencing Skills

Influencing styles
Behaviours
Influencing process
Adopting different approaches
Practical Influencing exercise

Dealing with Difficult Situations

What makes people hostile or difficult
Identifying different people types
How best to deal with different types
Model for managing hostile & abusive people
Developing strategies to manage conflict
Practical exercise – dealing with difficult or hostile people
Review & debrief of exercise

Summary & Close