Communicating effectively with clients
A half day course for construction team members to develop their knowledgeand skills in communicating effectively with clients
Aim and Target Audience
The aim of the course is to provide delegates with an understanding of the principles andpractice of communicating positively and effectively with clients. This includes understanding our clients and how to communicate bad news in a positive manner.
At the end of the course delegates will:
1. understand the client and their issues
2. know themselves and their communication strengths and weaknesses
3. be able to plan and deliver positive client communication
4. Know how to continuously improve client communication.
09.00 Introduction to the course and delegates
09.20 Understanding and managing clients, including client: responsibilities andconcerns; personality; knowledge and understanding
09.50 Knowing your behaviour and its impact on client communication, including: selfawarenessand the awareness of others; emotional intelligence; and handlingconflict
10.45 Planning effective client communication, including: getting the facts; identifyingthe desired communication outcomes; planning the steps to achieve the desiredoutcomes; anticipating reactions; to talk or write; timing; planning the messagedelivery
11.20 Delivering effective client communication, including: approach to delivery;delivering bad news well; maintaining control; conversation tips; body language;putting it into writing tips; no time to plan; follow-up and action
12.00 Continuously improving client communication, including learning from experienceand client communication do’s and don’ts12.15 Summary, questions, feedback and action planning
12.30 Course close
Pre-course work and delivery approachPrior to the course delegates are asked to reflect on their own experiences of clientcommunications and how they currently deliver bad news and the client’s reaction. Thecourse will include a presentation, questionnaires, discussion sessions and questions.
CECA Members Only – Free of Charge – Limited to one place per Company