Building Client Relationships

Duration

1 day

Overview

The relationships that are formed and fostered in business are critical to the results that are achieved. With clients, rapport building enhances the working relationship in all aspects of communication and this will sometimes occur quite naturally at a subconscious level. When this process is fully understood, techniques can be used at a conscious level to build rapport quickly and effectively in all business relationships. With that in mind, this course develops awareness, focus and flexibility in order for the delegates to build strong, sustainable working relationships that ultimately achieve the required business results.

This is an interactive workshop which provides tools, techniques and practice for all those who need to make improvements in their communication and relationship building skills. Exercises to practice each new learning point are scheduled throughout the workshop. Participants learn how to develop their client relationships in telephone and email conversations.

Who will the course benefit?

Anyone for whom the quality of their business relationships – both within an organisation, and with external stakeholders and / or suppliers - will have a critical impact on the delivery of their business objectives.

Course objectives

By the end of the workshop, all participants will be equipped to:

  • Understand the key components of a successful business relationship

  • Identify their own Motivational Value System (their driver in life) and the impact this can have on their expectations for a successful relationship

  • Identify the Motivational Value Systems of their clients and use this understanding to build stronger and more effective relationships.

  • Build great rapport that takes in to account the business objectives and what is important to the person or people they are interacting with in any situation

  • Position their thoughts, suggestions and ideas in a way that is more likely to be heard and taken on board

  • Manage ‘difficult’ behaviour and / or challenging situations so that the relationship is maintained no matter how complex the situation

Pre-Course Activity:

The delegates are required to bring along a printed copy of email conversations they have had with clients, which they feel did not work as well as they would have liked.

Course Content

Introductions, experiences & objectives

What is Relationship management?

A workshop in groups to define the term “Relationship Management” and how it is practiced within the business.

Strength Deployment Inventory®:

An insight into the delegate’s Motivational Value System (MVS) and that of others, including what happens when a relationship is in conflict. The MVS has a huge impact on how a successful business relationship is defined and this model is used to develop strategies for dealing with each of the seven different motivators to create a more harmonious working relationship.

Rapport Building

From an understanding of the NLP (Neuro-linguistic Programming) model of communication, delegates understand how the 3 key elements of body language, voice and words are used within this model to create rapport. As this group do not meet their clients in a face to face situation, only 2 areas are covered in detail in this session:

Voice – discussions to identify the various elements of the voice and how these can be used to create rapport over the telephone. The mirror/pace/lead rapport building model is also applied to a conversation where the client may be particularly irate.

Words – delegates are introduced to one of the key language patterns that people use (VAKOG/Digital) and how this affects the quality of a written communication. The group also learn how to spot the language patterns used by others and reflect these patterns back, which then leads to greater rapport in the relationship.

Application Using real e-mail conversations, the delegates apply the techniques from the day to appreciate what can be learnt about a client from the words they have used (language patterns) and their style (Motivational Value System). The groups discuss the most appropriate responses to these emails which would enable them to create a stronger business relationship.

Review & close

Timings: This is a 1 day programme running from 9.00 am to 5pm

Number of participants: We can accommodate a maximum of 10 participants

Cybèle Team: 1 trainer for the day

Programme materials: Will be supplied by Cybèle including joining instructions for distribution in advance of the programme.

This programme includes SDI (Strength Deployment Inventory) and there is a licence fee per participant.

Equipment needed: Training room large enough to house 10 people comfortably with space for smaller group work and room to move around. Also a flipchart & paper; projector & screen please.