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Client communication skills


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Brief regarding client dealing communications ...

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Client communication skills

  1. 1. speaking skills-module#2 <ul><li>speaking habits </li></ul><ul><ul><ul><ul><ul><li>Abhishek Pandey Abhiroop Ghatak </li></ul></ul></ul></ul></ul>
  2. 2. <ul><li>In business, being able to read people and quickly get a sense of who you’re dealing with is an invaluable skill. It turns your encounter with a client into an opportunity to catch a glimpse of the upcoming project and how it will need to be handled. It is one of the building blocks of a professional relationship. </li></ul>
  3. 3. <ul><li>In today’s digital age, the arena has shifted to the Web, and the online office space that most freelancers inhabit limits personal interaction. Though sussing out a client’s personality via online communication is difficult, it still remains an invaluable tool in your arsenal </li></ul>
  4. 4. <ul><li>Daily we encounter a range of client types. Being able to identify which you are dealing with allows you to develop the right strategy to maximize your interactions with them, and it could save your sanity. Below is a list of the most common personality types and the tell-tale signs that will tip you off. </li></ul>
  5. 5. The Passive-Aggressive <ul><li>Identifying Characteristics </li></ul><ul><li>Communication is mostly one-sided and unhelpful during project development. </li></ul><ul><li>Makes statements such as: o “I’m not really sure what we’re looking for.” </li></ul><ul><li>o “Just do something that would appeal to us generally.” </li></ul><ul><li>o “You totally missed the point of what we wanted.” </li></ul>
  6. 6. How to Deal... <ul><li>Patience is the key. </li></ul><ul><li>Expecting the last-minute requests for revisions may soften the blow of the client’s aggressive behavior. </li></ul><ul><li>Keep your original layered design intact so that you can easily refine and change it later . </li></ul><ul><li>Also, make sure your contract specifies a limited number of revisions. </li></ul>
  7. 7. The Nit-Picker <ul><li>Identifying Characteristics </li></ul><ul><li>Complains almost consistently about unrelated things. </li></ul><ul><li>Personal outlook comes with a scathing bite. </li></ul><ul><li>Makes such statements as: </li></ul><ul><li>o “I don’t think you are really getting it.” </li></ul><ul><li>o “I’m really not sure about this element here. It just doesn’t pop!” </li></ul>
  8. 8. How to Deal... <ul><li>patience is important (especially if you have some sadistic reason for taking on nit-picking clients). </li></ul><ul><li>Try to detach yourself from the project as much as possible, so that the constant nit-pickery does not affect you personally. </li></ul><ul><li>It is easy to feel hurt or get defensive when your work is repeatedly questioned, and you may begin to doubt your skill. But understand that this is not about you or your talent; it is simply a personality trait of the person you are dealing with. </li></ul>
  9. 9. The Under Valuer <ul><li>Identifying Characteristics </li></ul><ul><li>Does not respond to questions in a timely fashion. </li></ul><ul><li>Makes such statements as: </li></ul><ul><li>o “It’s not like it takes much effort on your part.” </li></ul><ul><li>o “Couldn’t you just throw something together for me?” </li></ul><ul><li>o “How hard can this really be?” </li></ul>
  10. 10. How to Deal... <ul><li>Confidence is key here. </li></ul><ul><li>You know what your work demands and how well you do your job. </li></ul><ul><li>Don’t back down or concede a point to the client when discussing your role in the project. </li></ul><ul><li>Standing firm will establish the professional and respectful tone you deserve. </li></ul>
  11. 11. The “I-Could-Do-This-Myself”-er <ul><li>Identifying Characteristics </li></ul><ul><li>Will generally be (or look) hectic and rushed. </li></ul><ul><li>Communication from them often takes the form of short bursts of information. </li></ul><ul><li>Makes such statements as: </li></ul><ul><li>o “I could easily handle this if my schedule weren’t so full.” </li></ul><ul><li>o “Really? Not sure that’s the direction I would’ve gone in, but whatever.” </li></ul><ul><li>o “Remember, you are filling my shoes, and they’re pretty big.” </li></ul>
  12. 12. How to Deal... <ul><li>This client will likely have recognized your talent and skill right away. </li></ul><ul><li>They merely want you to know that this project (and thus you) is not above their ability. </li></ul><ul><li>And though these reminders will grate on you periodically, they will let you run with your ideas, perhaps offering suggestions or feedback on the final design. </li></ul><ul><li>To win their confidence deep knowledge about technology is must. </li></ul>
  13. 13. The Scornful Saver <ul><li>Identifying Characteristics </li></ul><ul><li>Compliments always come with a less-than-flattering qualifier. </li></ul><ul><li>Takes time to respond to questions, sometimes making you ask more than once. </li></ul><ul><li>Makes such statements as: </li></ul><ul><li>o “I really like what you’ve done overall, but I’m unsure about one or two things.” </li></ul><ul><li>o “You may not have gotten exactly what we’re looking for, but you’re close.” </li></ul>
  14. 14. How to Deal... <ul><li>it is all about confidence. </li></ul><ul><li>Having a solid understanding of your field and being confident in your knowledge and abilities will keep this client’s manipulation in check. </li></ul><ul><li>Standing your ground and even calling the client on some of their tactics could shift the balance of power over to you. </li></ul><ul><li>Be prepared to walk away from the project if the disrespect and manipulation continues. </li></ul>
  15. 15. Wrap-up <ul><li>Being able to identify the type of client you are dealing with will prepare you for the job ahead. It will also help you decide whether to accept the job in the first place. Your contract will reflect the power dynamics of the project, so the more you know about the client, the better able you will be to adjust the contract as necessary. </li></ul>