Motivational Interviewing for Sales & Service – 1 Day Workshop | Wollongong
Description
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Description
About the Course:
Duration: 1 Full Day (8 Hours)
Delivery Mode: Classroom (In-Person)
Language: English
Credits: 8 PDUs / Training Hours
Certification: Course Completion Certificate
Refreshments: Lunch, snacks and beverages will be provided during the session
If you would like weekend training sessions, kindly reach out to us at info@mangates.com for availability and scheduling.
Course Overview
This 1 Day workshop introduces customer service and sales professionals to Motivational Interviewing (MI) — a collaborative, client-centered approach that strengthens rapport, trust, and engagement. Through interactive exercises, role plays, and real-world examples, participants will learn to guide clients toward decisions that align with their needs and values, enhancing customer satisfaction, loyalty, and sales effectiveness. Participants will leave with practical tools to handle challenging conversations and inspire client commitment. The course emphasizes ethical influence and long-term relationship building.
Learning Objectives
By the end of this course, you will be able to:
• Apply MI techniques to improve client communication and engagement
• Build strong, trust-based relationships with customers
• Recognize and respond to client resistance effectively
• Guide clients toward decisions aligned with their needs and values
• Enhance customer satisfaction, loyalty, and sales performance
• Develop a personal plan to integrate MI into daily practice
Target Audience
• Customer service representatives and team leads
• Sales professionals and account managers
• Client relationship managers
• Business development and support staff
Why Choose This Course?
Customer service and sales professionals often face challenges in motivating clients and building long-term loyalty. This course equips participants with practical MI tools to strengthen rapport, guide decisions ethically, and enhance engagement, improving customer satisfaction and business outcomes.
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Want to train your entire team?
In-house sessions are available for organizations seeking to embed motivational communication skills across sales and service teams, improving client relationships and team effectiveness. Customized programs ensure everyone gains hands-on experience for immediate application.
📧 Contact us today to schedule a customized in-house session: corporate@mangates.com
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Agenda
Module 1: Introduction to Motivational Interviewing
• Understand MI principles and client-centered communication • Recognize the importance of motivation in customer decisions • Identify barriers to client engagement • Icebreaker Activity
Module 2: Core MI Communication Techniques
• Master open-ended questions, affirmations, reflections, and summaries (OARS) • Practice active listening and empathy • Learn to respond to resistance and hesitation • Activity
Module 3: Building Client Rapport
• Establish trust and credibility with clients • Recognize verbal and non-verbal cues • Tailor communication to individual client needs • Role Play
Module 4: Eliciting Client Motivation
• Explore intrinsic motivations behind client decisions • Guide clients toward value-aligned choices • Avoid high-pressure or coercive tactics • Case Study
Module 5: Handling Objections and Resistance
• Address client hesitations constructively • Reframe objections into opportunities for discussion • Maintain rapport during challenging conversations • Simulation Exercise
Module 6: Applying MI in Sales & Service Interactions
• Integrate MI into sales calls, service consultations, and follow-ups • Balance persuasion with client autonomy • Encourage long-term client satisfaction and loyalty • Activity
Module 7: Developing a Personal MI Action Plan
• Create a strategy to apply MI techniques in daily client interactions • Set measurable goals for rapport, engagement, and sales outcomes • Plan continuous improvement and skill development • Action Plan Presentation
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