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CPPDSM3019B Communicate With Clients as Part of Agency Operations-Management Process

Questions:

Conduct some research around your office by speaking to the principal or senior sales or property management staff. Try to obtain examples of effective client interactions that have occurred in the agency. In contrast, also obtain anecdotal evidence of situations that have not turned out as well as could have been possible.If you are not working in a real estate office please imagine or create a scenario.

Compare at least two situations (one good, one not so good) and offer some suggestions/recommendations on why things worked well or on how they might have been handled differently. Highlight the following areas:

  1. the level of rapport that was established with the client
  2. how effective communication skills were or were not employed
  3. how the client's needs and expectations were established
  4. how the client's initial request was handled
  5. how conflict (difficult behaviour) was dealt with, where applicable
  6. if agency policies and procedures were important in the final outcomes of the situations.

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