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Gaining Client Compliance in ten simple steps

Gaining Client Compliance in ten simple steps. Help your clients feel empowered and successful. Presented by: Jessica Bimmermann. Outdated techniques. Coercion “My way, or the highway” approach. The reasons clients are non-compliant. They may lack trust in the instructor

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Gaining Client Compliance in ten simple steps

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  1. Gaining Client Compliancein ten simple steps Help your clients feel empowered and successful Presented by: Jessica Bimmermann

  2. Outdated techniques • Coercion • “My way, or the highway” approach

  3. The reasons clients are non-compliant • They may lack trust in the instructor • They don’t believe in the methods • They don’t understand the benefits • They don’t see the value

  4. 10 steps to long term success • Build trust • Encourage “buy in” to techniques • Educate • Stick to protocols • Convey the benefits • Empower clients • Don’t postpone bad news • Combine the bad: segment the good • Ask for the commitment • Start Strong, but finish stronger

  5. Build trust • Realize trust is earned • Be aware that people are subjective • Know the clients: their wants, needs, and goals • Listen to the client, reiterate what you hear • Empathize • Take a personal approach

  6. Encourage “Buy in” to techniques • Find out client’s preferred learning style • Work within the individual’s capabilities • Take an enthusiastic approach • Encourage and promote small successes • If technique is not working suggest counter proposals

  7. Educate • Value prior knowledge • Capitalize on their strengths • Use direct points in discussions • Avoid conversation during instruction • Realize the message will be relayed to others • Do not expect clients to “know” what they need to do

  8. Stick to protocols • Have standardized protocols in place • Ensure all team members understand the protocols • Convey those standardized protocols to clients • Be flexible within the protocols to ensure each client’s needs are met

  9. Convey the benefits • Discuss the benefits, explain how what they learn will be relevant in real-life scenarios • Highlight the benefits when they occur • Realize a client that knows the benefits can make informed decisions • Encourage the client’s “know how” attitude

  10. Empower Clients • Allow the clients to have input in the process • Provide specific feedback • Keep the client informed of their progression • Discuss resources with the client

  11. Don’t postpone bad news • Have facts to support the news • Don’t delay the bad news • Ask for input on the client’s perception and feelings • Provide alternatives or recommendations

  12. Combine the bad: segment the good • Highlight positive aspects before discussing what needs to be improved upon • Be forthright with what needs to be improved upon • Provide the client with the information or tools they will need to help them succeed • Finish the conversation by providing encouragement and offering support

  13. Ask for the Commitment • Provide the client with clear expectations • Discuss the clients plan for implementation of proposed techniques • Ask the client directly if they are committed to using their newly acquired knowledge to enhance their mobility skills

  14. Start Strong, but Finish Stronger • Save important information for the final session • Ensure the clients last recollection of training is a positive experience • The final experience is actually the most important for clients

  15. 10 steps to long term success • Build trust • Encourage “buy in” to techniques • Educate • Stick to protocols • Convey the benefits • Empower clients • Don’t postpone bad news • Combine the bad: segment the good • Ask for the commitment • Start Strong, but finish stronger

  16. References • Burgoon, J., Pfau, M., Parrott, R., Birk, T., Coker, R., Burgoon, R. (1987). Relational communication, satisfaction, compliancegaining strategies, and compliance in communication between physicians and patients. Communication Monographs. Vol. 54, Iss. 3, 1987 • Dellande, S. & Nyer, P. (2007). Using public commitment to gain customer compliance. Advances in Consumer Research (volume 34). • Linde, M. DVM. (2013). From confusion to compliance: educating clients to overcome resistance. Retrieved from http://www.veterinaryteambrief.com/article/confusion-compliance- educating-clients-overcome-resistance • Myers, W. (2013). Get team members involved in improving compliance. Retrieved from http://www.csvets.com/library/get_team_members_involved_in_improving_ compliance.pdf • Pachel, C. (2011) Tips for increasing compliance and “buy in” for behavior treatment plans. MVC

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