Description

Reduce stress, satisfy clients and protect bottom lines

Do you dread those difficult client conversations? Or feel they spiral out of control? This workshop will empower you to handle them with confidence and clarity.

• Discover why conversations derail and how to get them back on track.
• Master techniques to manage emotions—yours and theirs.
• Learn the secrets of body language, which portrays more than your words.
• Achieve the outcomes you need while leaving clients satisfied.

Who Should Attend?

This workshop is tailored for professionals who engage with clients, including:

• Construction Managers
• Project Managers
• Engineers
• Managers
• Technical Specialists
• Project Team Members

Course outcomes

After completing the workshop, you’ll be able to:

• Craft messages that will get your points across and satisfy your client.
• Use body language to appear approachable and genuine while also gaining trust.
• Stay composed under pressure, no matter how heated things get.
• Defuse tension when clients feel threatened, helping them focus on solutions.
• Engage clients in meaningful dialogue to uncover their true concerns.

What's included in the course

• A full day (6 hours) of interactive classroom training with small group exercises.
• Downloadable workshop materials

Course outline:

Preparation: Laying the Groundwork

• Separate fact from fiction: Learn to spot assumptions and focus only on the facts
• Uncover the real issue: Go beyond the surface to identify the core concern
• Find common ground: Align on a shared goal to set the tone for collaboration
• Craft your message: What this is and how to prepare it

Executing the Conversation: Turning Plans Into Action

• Start strong: How to kick off with confidence and empathy to set a constructive tone
• Deliver your message effectively: Learn to focus on your message throughout
• Encourage dialogue: Foster open, honest exchanges to gain valuable insights
• Ask the right questions: Use probing techniques to get to the heart of the issue
• Handle disrespect with poise: How to set ground rules and follow them

First Conversation Exercise - Practice in small groups with a real-world scenario

Managing Emotion: Staying Composed Under Pressure

• Master body language: How to send the right signals without saying a word
• Stay in control: Recognise and manage your own discomfort effectively
• Read the room: Spot signs of distress in the other person and address them tactfully
• Leverage your strengths: Understand your communication style and areas for growth

Second Conversation Exercise - Build on your skills with another scenario in small groups

Ending the Conversation: Closing with Clarity

• Outline next steps: Ensure decisions are clear and actionable
• Offer a win: How leave the other party with something positive
• Define responsibilities: Clarify who will do what and when

Final Conversation Exercise - Apply all techniques

Wrap-Up: Bringing It All Together

• Recap key learnings and address any outstanding questions
• Explore additional issues and gain insights to tackle future challenges with confidence

Why Train with Millpond

• We are a local company with over 10 years of experience in the Australia and New Zealand markets, offering tailored, region-specific training.
• Our trainers are based across Australia and New Zealand, hand-picked for their expertise and real-world project management experience.
• We offer flexible training schedules—spanning weeks or months—to suit learning capacities, avoiding the potential overload of "bootcamp" courses if required.
• Our leadership actively contributes to the project management community, partnering with PMI Chapters and presenting at industry events.
• We provide all-inclusive, transparent pricing with no hidden fees or unexpected costs.
• Our courses enhance globally recognized materials with our own resources for a superior learning experience.
• We support clients through the entire certification process, offering personalized guidance and re-sit advice if needed.
• Feedback is reviewed after every course to ensure continuous improvement in training quality and delivery.
• Our trainers collaborate regularly to align practices and uphold high standards in adult education.
• Unlike global competitors or small operators, we balance scale, expertise, and trust to deliver exceptional value and de-risk projects.
• As a 100% New Zealand-owned organization, we operate with honesty, transparency, and a people-first approach, keeping profits within the region

Read more about why our training stands out from other offerings in the marketplace in this blog.

In summary, Millpond has been supporting project professionals across Asia-Pacific to develop their skills since 2008. Having trained thousands from a wide range of industries, Millpond has the right tools to help you.

Our courses are small and interactive, delegates get an opportunity to immerse themselves in the learning environment and to network at the same time.

Your questions answered

How Many PMI Professional Development Units (PDU’s) can I claim for attending this Training Course?

1 hour of formal training with Millpond is equivalent to 1 PDU.

When does the early bird discount end?

Millpond's Early Bird discount is applied automatically to all registrations made more than 60 calendar days before a course commences.

How far in advance should I register?

As above, Millpond's Early Bird discount is applied automatically to all registrations made more than 60 calendar days before a course commences. Some of our more popular courses do fill up as far as 4 weeks before the course begins, so it pays to register as early as possible to secure your space. If you are not sure about being able to attend, please read our full Terms and Conditions before doing so, however, as you will be required to accept them on the way through the checkout process.

How can I pay for my course?

We can accept credit card payments, or we can issue an invoice to you or your organisation.

Setting Millpond up as a supplier before you register

If you wish to pay on invoice and we have not yet been set up as a supplier to your organisation, please pay by credit card, or check with your Accounts Payable for the information they require to set us up before you register.

A note about Purchase Orders

If a Purchase order number is required for us to be paid by your organisation, please ensure you have that available to include on the way through the checkout.

If you require a quote to assist with generating a Purchase Order from your organisation, please contact us at [email protected] with the details required.