Take notes
The discussion itself is not all that you are
responsible for: your ability to access the
information that you learn at a later date is
equally important. Retention is interesting
in that we, as humans, are not particularly
good at it, yet generally tend to assume that
we are. Relying on your memory can easily
lead not only to pieces of information about
your client going missing, but also having
the previously mentioned mental short-cuts
coming in to fill the gaps with assumptions.
Furthermore, because you have forgotten,
you might not even realise that you are doing
this.
Writing everything important down might
seem tedious, but it will help you better serve
your clients as your retained information
will be more accurate. Writing down what
you hear also ties into active listening, as
it anchors you to the conversation taking
place. Importantly, transparency and
permission carries through into this process
too: ask your client up-front if it’s alright for
you to take notes about your conversation.
This will help them feel more comfortable
with the silences while you jot things down,
and will also reassure them that the writing is
part of you engaging with them and not you
being distracted by something else.
A continual practice
These are just some of the pointers to be
mindful of when first getting started with a
Unsolicited advice can make your client
feel intimidated, and strip away their
autonomy in the goal-setting and
action-planning process
client, but are also applicable to the way you communicate with them
on an ongoing basis. As they progress, more information will become
relevant, and as the client faces more challenges or has shifts in their
goals, more discussions around the higher-level concepts driving
the client’s behaviour will need to be discussed. Always seek to
remain discerning about the quality of the questions that you ask,
the amount and immediate relevance of information that you provide,
and your ability to pinpoint the true meaning of your client’s words.
Like anything else, these skills will require continual practice, but will
vastly improve the quality of the relationships you have with your
clients – and the consequential success they achieve.
Susy Natal
Susy is a Sydney-based performance coach, personal
trainer, wellness writer and convention presenter. With
a background in psychology and a focus on strength
training for females, her integrated approach to training
helps clients ranging from beginners to athletes achieve
strength of body and mind.
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