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PEAT2
Client Care And Communication

Intended audience:
Scottish Trainees

Duration:   
3 hours

Format:   
Small group workshop in which trainees will review the skills needed for maintaining and developing effective communication within the client relationship and using practical questionnaires and case study exercises with trainer-led discussions and feedback.

Objectives:
The success measures for the course are that participants are able to:

  • Consider the needs and expectations of clients
  • Understand differences in people and the consequences of those differences within the client relationship
  • Assess the tone and structure of communications within the client relationship
  • Assess the impact and importance of assertiveness in the client relationship
  • Understand the need for clear and effective communication throughout the client relationship

Topics:

  • The context of client care
  • Understanding the needs of those with whom you communicate
  • Understanding the communication process and determining the appropriate tone, structure and style of communication
  • The role of assertiveness in the communication process
  • Communication throughout a client’s matter

Outcomes:
Participants will:

  • Understand the levers of profitability, lock-up and cash flow
  • Be reminded of the importance of effective time recording
  • Appreciate the need to help with the generation of cash as well as the generation of profit

The Training Team

Trainer
Andrew Dines

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