Constructive Client Conversations

“How are we going to get all the work done?” seems to be the day's question. The current “curse” of plentiful work conjures nightmares of negative impacts on client delivery, needing to turn down work, or burning out your people.

But there’s a secret weapon to avoid those pitfalls: better listening skills. When your project managers and other client-facing consultants do a better job of listening, they will be able to:

• No-go bad pursuits earlier in the BD cycle
• Eliminate wasted effort writing losing proposals, the biggest time waster in many firms
• Become the client’s “go-to” consultant, effectively sole-sourcing the work to you
• Avoid costly mistakes and rework arising from misunderstandings
• Manage projects more efficiently and effectively
• Reduce change orders
• Get change orders paid without complaints
• Get more enjoyment out of work and
• Be better leaders, team members, and employees.

Introducing effective listening training for A/E/C professionals . . .

Now, a training program specifically for A/E professionals will help do all those things: Constructive Client Conversations Through Effective Listening.

We created this program as part of our Seller-Doer Academy core curriculum, but now we’re offering an enhanced, stand-alone version that isolates listening and communication skills to produce lasting client relationships. It can be delivered using your choice of methods: virtual, on-site, or hybrid, from a half-day to one full-day. Participants will learn how to:

1. Use all three methods of effective listening: attentive, active, and empathic
2. Prepare more intentionally for client discussions
3. Get to know new prospects without dreading it
4. Hold productive conversations about upcoming pursuits to get a leg up on the competition
5. Nurture relationships with your best clients
6. Ask for honest and open feedback
7. Become a trusted advisor, not just a contractor.

Scientifically Proven Process for Changing Listening Behavior

Most training programs fail to achieve a return on investment because they merely impart information and do not involve enough practice repetitions with feedback from an expert to change behavior. We developed our training program based on proven methods for changing listening behavior.

By contrast, “Constructive Client Conversations” is designed to build observable skills and create lasting behavior change that transfers back to the job … and into the participants’ lives beyond work. That is, we help build listening habits that stick and help guarantee a healthy return on your training investment. Here's how.

Joan Freitag is the co-designer and instructor for the program, along with Jim Rogers, founder of the Seller-Doer Academy. To complete her master’s degree thesis at the University of Illinois, Joan developed and validated a listening training program for consulting engineers. Since 2005, she has conducted listening training at national conferences, including the Society for Marketing  Professional Services, the American Council of Engineering Companies, and the Society of American Military Engineers’ Small Business and Joint Engineer Training Conferences.

We deliver content through a blended approach: pre-reading the book Constructive Client Conversations, performing a self-assessment regarding listening skills, remote learning (optional), and on-site practice. However, we can configure the program to your firm’s particular needs.

During the workshop, there is a self-assessment with time for reflection, group discussions and small group breakouts for activities, which have ample time for practice with feedback. Participants even take on the role of listening coach because helping others learn enables us to master the skills ourselves. The vital element of creating listening behavior change is practicing, practicing, practicing. Therefore, our workshop has many activities and drills.

The number of participants can range from 12 to 24. Instructors provide individualized, real-time feedback during the workshop as participants practice the various elements of effective listening, such as showing attentiveness, asking effective questions, paraphrasing, and using empathy, diplomacy, and tact.

For enrichment, we also conduct client simulations during which participants conduct a mock client meeting using case studies for get-acquainted meetings, requirements gathering for a pursuit, and a client touch-base meeting to renew or deepen a relationship.

For easy reference or sharing, click here for a downloadable description of the Constructive Client Conversations training program.