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Unit 8: Problem-solving with clients

Read this before the quizzes

The nine principles

The nine principles, with the ones this unit practises most

Which principle? Fifteen or fifty

Which principle? Say it back

Answers and why: the nine principles

One line, many voices

How to listen to many voices

One line, many voices: the strong word

Set A: what is the same?

One line, many voices: the same words, different accents

Set B: what is the same?

One line, many voices: who was harder to follow?

Set C: who took the most work?

One line, many voices: fifteen

Set D: fifteen

What changed between the voices, and did it matter?

Who was who

Answers and why: one line, many voices

Listen: the two scenes

The escalation call

Say it back

The email, then the call

The check that found a problem

Answers and why: the two scenes

Fine-tune: the tricky areas

Which word is strongest? (P2)

The strong word

Fifteen or fifty? (P2)

Which has the strong part at the end?

The last sound under pressure (P3)

Arrived

The pause before the key point (P6)

The pause

Four steps in one go: acknowledge, ask, offer, confirm (P2, P3, P5, P6, P7)

Five client words and their strong part (P2)

Answers and why: the tricky areas

Notice: the phrases

Ten phrases for a client problem (P2, P7)

Clear for everyone? (P8)

Clear for everyone

Answers and why: the phrases

Tune in and take charge

Complaints and requests in ten voices: the ten lines

Polite, direct and indirect requests

Take charge: Check understanding without embarrassing anyone (P7, P9)

Play, then go and do it

Word game: five from this unit

Unit quest

Unit recap and crossword

Your mission this week

Check yourself

A clear international model you can adopt. When a client is upset or time is short, the strong word, the last sounds and the pause are the first things to slip.

Accent Training Unit 8: Problem-solving with clients

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