Clients can exist either internally or externally to the organisation. Staff who operate in a client/customer role need not only the technical skills but a range of complimentary skills related to client management.
This three day course concentrates on the key areas by giving delegates the opportunity to practise their interpersonal skills in a variety of client/customer situations.

WHO WILL BENEFIT FROM THIS COURSE:

Staff who, as part of their job, need to build and maintain effective client/customer relationships.

COURSE OBJECTIVES:

To provide the opportunity for participants to learn client management principles and practices which will allow them to develop constructive client relationships.

LEARNING OUTCOMES:

	Build better client relationships
	Identify and understand client needs
	Use listening and questioning techniques effectively
	Manage conflict positively
	Use a variety of problem solving techniques
	Use data collection and analysis tools.

WHAT LEARNING METHODS WILL BE USED TO ACHIEVE THE OUTCOMES:

All exercises and learning techniques used during this workshop have been chosen with the adult learner in mind. Exercises are problem centred and discussion and syndicate work are used as a vehicle for participants to reflect on their own experiences.
Specific methods used include:

	Case studies.
	Problem solving scenarios in syndicates, and individually.
	Syndicate and plenary discussion.
	Role plays.
	Video presentation (optional).

COURSE STRUCTURE BY DAY

Day 1	Introduction
	Learning Goals
	Communication
	Styles

Day 2	Building Rapport
	Conflict Management
	Negotiation
	Problem Solving

Day 3	OBF charts
	Data Collection, Analysis
	Practise and Presentations
	Action Planning

The above list represents topics to be covered during the workshop. This theory will be presented in a variety of ways which take into account the different learning styles of the group and the principles of how adults learn.

For in-house presentation, this training workshop is ideally run on two consecutive days with a recall day no sooner than two weeks and no later than four weeks after. The recall is used to evaluate an action learning project the participants undertake back in the workplace.