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- Understanding Selective Perception
- Separating Fact from Interpretation
- Understanding Client Resistance
- Power and Partnership: How to Match Client Commitment
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- Identifying Trust Strategies and Strategic Responses
- Creating Upward Spirals of Trust
- Creating Explicit Agreements
- Becoming a “Powerful Partner”
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- Consciously Creating Rapport with Clients
- Mastering Open-ended Questions
- Practicing Value-added Reflection
- Drilling Down Beneath the Surface
- Identifying Levels of Need
- Identifying the Client’s Real Needs
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- Meeting Clients Where They Are (Blending)
- Defining Your Value Proposition
- Bringing Your Value Proposition to Life
- Redirecting Resistance
- Managing Scope Creep
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- Identifying Your Client’s Core Commitments
- Establishing Common Ground
- Providing Solutions to Your Client’s Real Needs
- Creating Ownership Through Options
- Creating Explicit Solution Agreements
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- Understanding Your Own Language
- Understanding the Client’s Language
- Speaking the Client’s Language
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Participants will come to understand the underlying principles of communication and how they affect working relationships. Participants will learn fundamental skills of successful communication and new tools for effectively listening to opposing positions, identifying beliefs, needs and values, seeking common ground to match needs, and creating multiple options for a mutually satisfying resolution. A variety of interactive teaching methods will be employed that meet participants where they are and then challenge them to expand their skills to higher levels.
PERFORMANCE COACHING OPTIONS: Individual coaching, group coaching, or mentor coaching packages available to enhance learning
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