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Client Communication
Learn to handle various client communication scenarios professionally and effectively. This training focuses on building rapport, managing expectations, and delivering clear messages in client meetings. You'll practice both routine updates and challenging conversations while maintaining professionalism and client satisfaction.
10min
Professional Skills
Professional CommunicationClient RelationsBusiness EtiquetteProblem SolvingStakeholder Management

Target Audience

  • •Account Managers
  • •Project Managers
  • •Consultants
  • •Client Service Representatives
  • •Business Development Professionals

Goals

  • •Conduct effective client meetings with clear agenda and outcomes
  • •Handle difficult conversations and feedback professionally
  • •Present solutions and updates in a client-focused manner
  • •Build and maintain strong client relationships through effective communication

Recommended Frameworks

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SCQA Framework

• Situation: Establish the current context and background information that everyone can agree on
• Complication: Introduce the key challenge, change, or problem that disrupts the situation
• Question: Frame the key question that needs to be answered to address the complication
• Answer: Present a clear, structured response that directly addresses the question posed
"

GROW Model

• Goal: Establish clear, meaningful objectives for the conversation or situation. This step focuses on the desired end result rather than the problem itself.
• Reality: Examine the current situation objectively, gathering relevant facts and perspectives while avoiding assumptions.
• Options: Explore various possibilities and alternatives for achieving the goal, encouraging creative thinking and comprehensive solution finding.
• Way Forward: Create a concrete action plan with specific steps, timelines, and accountability measures.

Practice Guide

1. Preparation

  • •Review client history and previous communication points
  • •Prepare agenda and key discussion points in advance
  • •Gather relevant data and examples to support your messages
  • •Research client's industry updates and potential concerns

2. Expression Points

  • •Use clear, jargon-free language unless speaking with technical specialists
  • •Maintain a confident yet approachable tone throughout the conversation
  • •Practice active listening and acknowledge client's points before responding
  • •End conversations with clear next steps and action items

3. Key Phrases

  • •I understand your concern about [X], let me address that specifically...
  • •Based on our previous discussion, I'd like to propose a solution that...
  • •To ensure we're aligned, let me summarize the key points we've discussed...
  • •I'll take ownership of [X] and follow up with you by [specific time/date]...

4. Common Mistakes

Being too informal or casual in professional settings
Maintain professional tone while being personable
Making promises without confirming feasibility
Set realistic expectations and confirm internally before committing
Avoiding difficult conversations or negative updates
Address challenges promptly with solutions-focused approach
Speaking too much without listening
Practice 70-30 listening to speaking ratio in client interactions

Professional Demonstration

Project Update Opening

opening

Thank you for joining today's update call. Before we dive into the project status, I'd like to quickly review our agenda and ensure we address your primary concerns. What specific aspects would you like us to focus on today?

Highlight Analysis

Shows preparation and organization
Demonstrates client-first mindset
Encourages client engagement from the start

Handling Project Challenges

body

I want to be transparent about a challenge we're facing with the timeline. We've identified a potential delay in the data migration phase. However, we've already developed three possible solutions to mitigate this impact. Let me walk you through each option and get your input on the best path forward.

Highlight Analysis

Demonstrates proactive problem-solving
Shows transparency and honesty
Presents solutions alongside challenges

Meeting Wrap-up

closing

To summarize our discussion: we've agreed on the revised timeline, prioritized the new features, and scheduled the next review for next Thursday. I'll send a detailed follow-up email within the next hour. Is there anything else you need clarity on before we wrap up?

Highlight Analysis

Clear summary of key points
Specific follow-up commitment
Opens floor for final questions

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