Good Client Conversations in Challenging Situations

Issued by Alpha Development

This badge recognizes individuals who have mastered techniques for managing challenging conversations in various scenarios. Earners have learned to (i) develop non-defensive communication structures, (ii) de-escalate situations, and (iii) regain trust after acknowledging their mistakes. They are adept at navigating difficult discussions with tact and effectiveness.

Type Learning
Level Intermediate
Time Days
Cost Paid

Skills

Challenging Client Conversations
Client Communication Cycles
Dealing with Ambiguity and Uncertainty
Effectively Summarising
Handling Conflict
Influence
Managing Defence Conversations
Managing Flight or Fight Reactions
Managing Service Issue Conversations
Questioning Skills
Successful Client Conversations

Earning Criteria

Badge earners have successfully completed a course and related activities focused on mastering client conversation structures, managing emotionally charged discussions, and navigating diverse scenarios such as fee, service issue, and defence conversations. They have demonstrated proficiency in applying the ALPHA SQS (Signpost, Question, Summarise) model for effective client communication.