$Motivational Interviewing for Sales & Service \u2013 1 Day Course | Hamilton$

Strengthen customer relationships and guide clients toward value-aligned decisions using motivational interviewing techniques.
About this Event

Group Discounts:

• Save 10% when registering 3 or more participants
• Save 15% when registering 10 or more participants

Duration: 1 Full Day (8 Hours)
Delivery Mode: Classroom (In-Person)
Language: English
Credits: 8 PDUs / Training Hours
Certification: Course Completion Certificate
Refreshments: Lunch, snacks and beverages will be provided during the session

Course Overview

This 1 Day workshop introduces customer service and sales professionals to Motivational Interviewing (MI) — a collaborative, client-centered approach that strengthens rapport, trust, and engagement. Through interactive exercises, role plays, and real-world examples, participants will learn to guide clients toward decisions that align with their needs and values, enhancing customer satisfaction, loyalty, and sales effectiveness. Participants will leave with practical tools to handle challenging conversations and inspire client commitment. The course emphasizes ethical influence and long-term relationship building.

Learning Objectives

By the end of this course, you will be able to:

Apply MI techniques to improve client communication and engagement
Build strong, trust-based relationships with customers
Recognize and respond to client resistance effectively
Guide clients toward decisions aligned with their needs and values
Enhance customer satisfaction, loyalty, and sales performance
Develop a personal plan to integrate MI into daily practice

Target Audience

Customer service representatives and team leads
Sales professionals and account managers
Client relationship managers
Business development and support staff

Why Choose This Course?

Customer service and sales professionals often face challenges in motivating clients and building long-term loyalty. This course equips participants with practical MI tools to strengthen rapport, guide decisions ethically, and enhance engagement, improving customer satisfaction and business outcomes.

Want to train your entire team?
In-house sessions are available for organizations seeking to embed motivational communication skills across sales and service teams, improving client relationships and team effectiveness. Customized programs ensure everyone gains hands-on experience for immediate application.

📧 Contact us today to schedule a customized in-house, face-to-face session:

Agenda
Module 1: Introduction to Motivational Interviewing

Info: • Understand MI principles and client-centered communication
• Recognize the importance of motivation in customer decisions
• Identify barriers to client engagement
• Icebreaker Activity

Module 2: Core MI Communication Techniques

Info: • Master open-ended questions, affirmations, reflections, and summaries (OARS)
• Practice active listening and empathy
• Learn to respond to resistance and hesitation
• Activity

Module 3: Building Client Rapport

Info: • Establish trust and credibility with clients
• Recognize verbal and non-verbal cues
• Tailor communication to individual client needs
• Role Play

Module 4: Eliciting Client Motivation

Info: • Explore intrinsic motivations behind client decisions
• Guide clients toward value-aligned choices
• Avoid high-pressure or coercive tactics
• Case Study

Module 5: Handling Objections and Resistance

Info: • Address client hesitations constructively
• Reframe objections into opportunities for discussion
• Maintain rapport during challenging conversations
• Simulation Exercise

Module 6: Applying MI in Sales & Service Interactions

Info: • Integrate MI into sales calls, service consultations, and follow-ups
• Balance persuasion with client autonomy
• Encourage long-term client satisfaction and loyalty
• Activity

Module 7: Developing a Personal MI Action Plan

Info: • Create a strategy to apply MI techniques in daily client interactions
• Set measurable goals for rapport, engagement, and sales outcomes
• Plan continuous improvement and skill development
• Action Plan Presentation