Explores what matters from, the perspective of the presenters, tools for establishing and maintaining successful client relations.

1. Training Workshop
Client Relations
Presented by:
Elaine Oxamendi Vicet
&
Rosette Chisholm Salazar

2. Introductory Activity
• Do you know who’s in or on your team?
• Who are our clients?
• How well do you know the people you work
with?
• Does it matter?

3. Understanding Client Relations
Client relations is the art of managing a business relationship with key
stakeholders. It creates a win-win for those who have much to lose and
everything to gain.
• What do you have to gain?
• What do you have to lose?

4. How do we build relationships ?
• Penetration…creating in roads, making
yourself vulnerable. Simply getting to know
someone. (activity… say something about
yourself that they would not know)
• Retention…maintaining that which matters.
Understanding that we all matter.
• New relationships…Forgo, forget it. Too hard.

5. Understanding Communication
&
Building Client Relationships
Know what you want to
say
Know to whom it is said
Know how you would like
that thing, said to you

6. B.T.IP.
What or who is a B.T.IP?
How do I build anything or even broker
conversation or communicate?

7. Building Effective Client Relationships Through
Effective Communication
Communication is any process in which people share
information, ideas, and feelings.
It uses:
• verbal communication, word choice
• written form
• body language
• personal mannerisms
• and style – anything that adds meaning to a message.
• Feelings… often misunderstood. Mood & culture driven.
How we feel impacts how we communicate.

8. Effective Communication
Communicating effectively, more broadly,
stems from an overall understanding that
people are simultaneously different and
similar.

9. Listening
• Hearing is one’s physical ability to perceive
sounds;
• Listening …the process of receiving,
constructing meaning from and responding to
spoken and/or nonverbal messages
Let us listen…what do hear? Shh! Quiet…what
do you hear?

10. Activities
• The numbers game
• Right foot, right hand

11. Japanese symbol for ‘to listen’

12. Improving Listening
• Control Distractions
• Perceptions aren’t real
• Ask Questions
• Suspend Prejudgements
• Paraphrase

14. Activity
It is easier to say unpleasant things but we feel
better when we say nice things.
Try saying something nice.
Tunnel of Empowerment!

15. Disconfirming responses
• Impervious Response : One speaker fails to
acknowledge, even minimally, another
speaker’s communicative attempt
• Interrupting response: One speaker cuts
another speaker short while the other is still
speaking.
• Irrelevant response: Speaker responds in a
way that seems unrelated to what the other
has been saying or introduces a new topic

16. Confirming Responses
• Direct Acknowledgement: Speaker acknowledges
another person’s communication and reacts to it
directly and verbally.
• Supportive Response: A speaker expresses
understanding of another person or tries to
reassure or make the other feel better.
• Clarifying Response: A speaker tries to clarify
another person’s message or feelings, by
requesting more info, encouraging other to say
more, repeating to confirm understanding

17. How?
Discussion, how does confirming or
disconfirming interfere with building a good
client relationship or effective communicating?

18. Colour Me
Building client relationships takes a certain
understanding:
• Understanding the subject
• Understanding why we doing what we do
• Understanding how we fit. ‘The big picture’
• Caring (I appreciate your feelings)
• Sharing (we matter, everyone matters )
• Working as a team. (I add value, I am not just a cog)
Colour me…”let’s do this!”

19. Building a Communication Plan
Let us talk about it.
What should it look like?
What should be included in it?
Who should be in charge of making it work?

20. The Communication Plan (CP)
A communication plan has:
Objectives:
It tells us what is to be accomplished.
Provides us with strategies:
It provides the how for accomplishing the stated
examples.
It flows and it is transparent.

21. Communication Plan (CP)
• What works well and what doesn’t, with your current way of
communicating? And how does it affect your client relationship?
• Define audiences, those who are affected. What is unique or common to
them?
• Define objectives, what should we be working towards?
• What resources do we have to satisfy the objectives?
• What is the schedule and who is aware of it?
• How am I or the CP to be evaluated?
• Should my performance review be adversely or positively affected based
on my communication and client relationships?

22. Communication Plan cont’d
Your audiences:
What form will communication take, formal or informal?
What is appropriate language, format? Important is the,
‘to whom’ the message is to addressed.
Create a schedule:
How and when should the objectives be accomplished.
Evaluation:
How and who will measure the outcomes.
Let us make it relevant.

23. Putting The Pieces Together
Let us figure out the puzzle.
Discussion

24. Client Relationships
Let us note key points to making it a successful
experience.

25. Making Small Steps
Each Day
• Know yourself.
• Feelings are important.
• Don’t pre judge. You wouldn’t like it!
• Understand the ground rules.
• Know what and why what is being
said, is being said.
• Listening = thinking + processing - biases
• Client Relationship. = M + U+ AC
(me + you + appropriate communication)

26. The End