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/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
Cost: £180+VAT | £160+VAT
CPD points: Pending

Group bookings

You can book this course for groups of five or more people.

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
effectively negotiate with clients
manage difficult situations and behaviours

Who this training is for

Perhaps you’re a new or experienced adviser, housing officer or housing support worker.

Continuing Professional Development

Gain points towards your professional development from the CPD Certification Service with Shelter training and events.