Onsite Programs - Project Leadership / Project Management

Advancing Client Interactions

Description:
When asked what is the biggest issue a professional has in completing tasks, assignments, or projects on time and on budget, the number one challenge is “people.” The amount of time wasted and frustration incurred directly impacts the bottom line. Productivity, decision-making, and optimum results are directly affected by the ability of individuals to interact effectively with clients, team members, vendors, and partners.

Moreover, your people are representing the company and your team when they are working with internal and external clients. Are they armed with the skills and professionalism needed to succeed? Some people call it “soft skills,” but companies that are clear on their competitive advantage are also clear that their people can make it or break it in front of their stakeholder.

Every interaction has the potential to improve or detract from the overall business results. Increasing skills to effectively manage interactions leads to improved productivity, efficiency, and satisfaction.

Advancing Client Interactions is all about partnering with others “in the moment.” This translates into planning and preparing for the interaction, having a roadmap for managing the interaction, being flexible “in the moment” while staying on task, and most importantly, truly listening to what is important to the client/team member to achieve optimum results.

Content:

• Planning for the Interaction and Problem Prevention: Using a real-life situation, plan for the interaction by analyzing the situation, personalities involved, and known issues. In addition, learn to get mentally prepared, define the goal, set the stage for the interaction, and overcome resistance.
   
• Conducting the Interaction: Learn to focus on “asking” versus “telling”; asking questions that get results; listening to understand the client’s stated and unstated needs and issues; and determining the most appropriate response based on verbal and non-verbal feedback.
   
• Responding and Intervening: Influence the outcome of the interaction by: gathering complete information before responding; responding based on what is important to the client and the situation; remaining flexible during the interaction based on what you are hearing; diffusing tense situations; and using a three-step process to build agreements.

Outcomes:

• Focus on identifying root causes and on what is important to the client, before providing solutions.
• Recommend solutions based on what is important to the individual, the client, and the situation.
• Offer targeted solutions instead of excuses and explanations.
• Improve productivity by focusing on “what is important” vs. “nice to have.”
• Avoid rework by determining “in the moment” the best course of action to take.
• Move projects along faster through planned and well-thought-out interactions and meetings.
• Achieve results and heighten overall client satisfaction by eliminating time wasters, learning how to listen, and tailoring solutions that are specific to the client’s needs.
• Build confidence and increase morale through effective interactions.

Target Audience:
Anyone who must partner with others to share ideas, recommend strategies, and plan and implement projects, tasks, or assignments.

To speak with an LSA Expert and learn about training program customization and delivery options onsite at your company, please contact us.