Client interviewing and negotiation skills
Develop strategies to build rapport and conduct productive interviews with clients.
Course summary
This course examines the needs of clients and service users and how an interviewer can adapt their own style to better manage the process and deal with or prevent unwelcome reactions.
Course information
Level: Introductory (Level 3)
Face to face training
- Available for: Groups
- Duration: One day
- CPD points: Pending
What this course covers
Face to face and webinar training includes:
needs of clients - engaging vs processing
listening, questioning, empathy
listening styles, thinking styles and ego states
words to avoid
building rapport
unconscious bias
‘Betari Box’ and ‘OK Corral’ models - how our attitude and behaviour are affected by others and how our own attitude and behaviour can affect other people
What you'll learn
At the end of this training, you'll be able to:
employ a structured approach when carrying out client interviews
utilise advanced listening skills to fully explore situations
use questioning and summarising skills to progress an interview
maintain assertiveness combined with empathy to effectively negotiate
manage difficult situations and behaviours
Who this training is for
You don't need any prior knowledge for this course.
You might be a new or experienced adviser, housing officer or support worker.
Continuing Professional Development
Gain points towards your professional development from the CPD Certification Service with Shelter training and events.
