Demonstrate an interest in what the client is doing, and show that you understand what they say to you.
There are two possible frames of reference, often termed the internal and the external. Business advisers need to distinguish between how they view their clients (external) and how their clients view themselves (internal).
Reflect back to the client what they have said, to show that you have heard and understood.
- Ask questions to ensure you are clear about what they mean.
- Paraphrase and summarise as you progress and emphasise what you believe to be the important points.
- Are clients presenting a front or are they communicating openly? Are they hiding something which is relevant to their business proposal?