About this Event
Bring your team and save:
1. Groups of three or more receive a 10% discount
2. Organizations hosting an in-house session with 10+ participants enjoy a 15% discount.
Duration: 1 Full Day (9:00 AM – 5:00 PM)
Delivery Mode: Classroom (In-Person)
Language: English
Credits: 8 PDUs / Training Hours
Certification: Course Completion Certificate
Refreshments: Lunch, beverages, and light snacks 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 Outcomes:
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 is it the Right Fit for You?
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.
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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
Event Venue & Nearby Stays
Regus Newcastle, NSW, Level 1, Suite 107, 17 Bolton Street, Newcastle, Australia
AUD 401.55 to AUD 551.91
