"'I have been using the techniques as much as I can, especially the dialling up and down my listening techniques to encourage/ discourage clients over the telephone. I’ve found I’m much more in control of conversations.
I’ve also been using the power of the pause quite a bit and staggered at how people react to me due to me not reacting in the way they thought I would?!
Although obviously, I don’t do this all the time more of a learning curve for me.
Another thing which has been very useful for me is remembering to ignore that inner voice in my head for both personal and work-related life.
Thanks for all your guidance on the day, I thought the course was very interesting.'"