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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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Accredited By

CIPFA Accredited
leadership management wales
chartered management institute approved
institute of consulting approved
institute of consulting premier practice
macmillan
leadership management wales
institute of consulting approved

In Partnership With

institute of internal auditors

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Mark Barnes


Hi. I'm Mark Barnes one of the directors at BHBi.


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