Worksheet 3

Worksheet: Developing Client-Centric Conversations

Part 1: Reflect on Your Listening Habits

1. How Would You Rate Your Listening Skills?  

   On a scale of 1 to 10, how effective do you think you are at actively listening to your clients?  

   - Your Rating: (1 = Needs Improvement, 10 = Excellent)

2. What Do You Feel When You’re Listening to Clients?  

   Describe any thoughts, distractions, or habits that come up when you’re supposed to be listening to a client.  

   - Your Answer:

3. Identify a Recent Time You Actively Listened to a Client  

   Think of a specific instance when you gave full attention to a client’s words. How did it affect the conversation?  

   - Example: 

Part 2: Evaluate and Improve Your Listening Skills

1. What Are Three Common Distractions During Client Conversations?  

   List some common distractions or habits that take your focus away from truly listening.  

   - Distraction #1:  

   - Distraction #2:  

   - Distraction #3:  

2. Which Active Listening Techniques Can You Practise More?  

   Check the techniques you’d like to improve:

   - [ ] Minimising distractions

   - [ ] Paraphrasing what clients say to confirm understanding

   - [ ] Maintaining eye contact (or similar focus cues in virtual meetings)

   - [ ] Asking follow-up questions to clarify

   - [ ] Showing empathy by validating their concerns

Part 3: Action Plan for Active Listening

1. Set One Specific Listening Goal for Your Next Client Meeting  

   Write a goal for your next conversation, like “I will let the client finish their thoughts before responding” or “I will ask one clarifying question per meeting.”  

   - Your Goal:  

2. What Will You Do to Reduce Distractions?  

   List one or two ways to minimise distractions (e.g., putting away your phone, closing irrelevant tabs, or taking notes by hand).  

   - Strategy #1:  

   - Strategy #2:  

3. Choose a Follow-Up Question to Show Interest 

   Plan one follow-up question you can use to show clients you’re truly listening, like “Can you tell me more about that?”  

   - Follow-Up Question:

Part 4: Reflect on Progress

1. What Do You Hope to Gain by Listening More to Clients?  

   Write down what positive outcomes you anticipate by becoming a better listener. This could include trust, clearer understanding, or stronger relationships.  

   - Your Answer:

Reflection

Think about a time when someone really listened to you. How did that make you feel? How can you create a similar experience for your clients?