Client Care, Communication and Negotiation Flashcards
What knowledge and understanding of the principles and practice of client care do you have?
> The concept of identifying all clients/colleagues/third parties who are your clients and the behaviours that are appropriate to establish good client relationships
The systems and procedures that are appropriate for managing the process of client care, including complaints
The requirement to collect data, analyse and define the needs of clients
Examples of Lv2 Client Care?
> Understanding clients objectives and requirements
Listening to the client and seek formal and informal feedback from clients
Understanding the client’s position and longer-term goals adopting a holistic appraoch
Responding speedily to queries and regular reporting systems and information/filing systems
,What are some examples of good negotiation skills?
> Agreeing your client’s objectives and negotiating strategy before the start of the negotiations
Detailed research and preparation and undertaking a SWOT analysis
Preparing your ‘win-win’ and fallback positions and areas of common ground
Deciding what points you can give on and what points are non-negotiable
Understanding the other party’s position
Creating a constructive environment for the negotiations
Considering the method of communication (phone, email or meeting)
Developing a partnership/collaborative approach, rather than an adversarial approach
Recognising the achivement of your best position for agreement
Maintain communication always
Walk away when you need to
