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Course Description

Awarding Body:

CPD for Certified Internal Auditors

The aim of this workshop is to help participants develop their communication and client relationship building skills.  

Course modules

This is a single module course. (All the information is on this course page).

Title
Successful Client Relationships

OUTCOMES

At the end of the workshop, you will have:

• an understanding of the importance of being able to effectively apply the principles of good communication and the positive effect this can have on the development on auditor - client relationships
  
  
• an understanding of the importance of good “listening” skills

• an understanding and appreciation of the importance of body language in communication

• an understanding and awareness of personal thinking styles

• a plan for developing competence in communication and successful client auditor relations by applying it to real situations at work.

• an understanding of good practice for effective meetings and interviews

• an understanding of how to deal with “difficult” people

• an understanding of good practice for effective one to one, and group, negotiation situations

• an appreciation of assertiveness techniques in one to one, and group, situations 

• an increased awareness, appreciation and understanding of the areas covered on the course and how to apply them to practical “real life” situations.

TARGET AUDIENCE(S):

Auditors / Audit Managers / Operational Managers from all levels within an organisation

ANTICIPATED DURATION: 2 day – 14 Hours CPD

TIMETABLE:

DAY ONE

9.00	Introduction and Objectives
9.15 – 10.45	Key Factors in successful Client Relationships What makes a successful relationship? Personal Style and Its Effect on relationships
10.45 – 11.00	Tea/Coffee
11.00 – 11.45	The Importance of Good Communication Effective Communication
11.45 – 12.45	Communication (Cont) The Importance of “Listening” Personal Thinking Styles
12.45 – 13.45	Lunch
13.45 – 15.15	Communication (Cont) Body Language And Its Role In Successful Client Relationships
15.15 – 15.30	Tea/Coffee
15.30 – 16.45	Client Service “Difficult” People Dealing With “Difficult” People
16.45 – 17.00	Day 1 Review & Summary

 

 

DAY TWO

9.00 – 9.15	“Difficult” People – Re-Visited
9.15 – 10.45	Assertiveness Assertiveness Techniques Being Assertive
10.45 – 11.00	Tea/Coffee
11.00 – 11.45	Assertiveness (Cont) From No to Yes
11.45 – 12.45	Understanding The Client Position Interviews / Meetings The Structure Required To Conduct An Effective Meeting / Interview
12.45 – 13.45	Lunch
13.45 – 15.00	Negotiation Factors to consider Conducting a Negotiation Closing a Negotiation One to One Practical Negotiations Exercise
15.00 – 15:15	Tea/ Coffee
15.15 – 16.45	Group Negotiations Factors to consider Group Negotiation Practical Exercise
16.45 – 17.00	Course Summary, Final Feedback, Next Steps

 

 

 

 

 

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