Consultative Working

Course Aims:

This course is designed to develop the delegates’ skills to work in a consultative and collaborative way. 

Course Objectives:

At the end of this course delegates will be able to:

  • Understand why consultative working is important and how it benefits customers as well as the organisation.
  • Utilize a fundamental set of skills that will enable them to work in a consultative and collaborative manner with customers.
  • Understand the stages and activities required in the process of consultative working with customers.
  • Draw on knowledge about how to work as part of a consulting team delivering customer solutions.


  • 1 day/In house or consultant facilitated virtual course/online training session(s)

Course Contents:

  • Introduction and objectives
  • Understanding social interactions
  • Questioning
  • Listening
  • ORJI Cycle
  • Stimulus Vs response
  • Emotions and behaviour
  • Human behaviour the key drivers
  • Process model
  • Key interventions
  • The essential elements of a successful team
  • Team role/goals/targets


  • Preparation is key
  • Getting your point across
  • Following up


  • Transferring learning back to the workplace
  • Organisation specific exercise


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