Better conversations. Stronger client relationships.
Practical, interactive training that helps agency teams listen better, understand the client's side, navigate difficult conversations and build relationships that last.
Half-day · 2 × 90-minute masterclasses · $2,000 + GST
In the room
Why isn't the AFR on the plan? We want to be there.
Sounds like the AFR really matters. What would being there do for you?
Honestly? Our CEO reads it every morning.
Now you know the real brief.
Every client relationship runs on conversations.
The agencies clients trust are the ones that listen to understand, not listen to respond.
Better briefs
Better questions surface the business objective behind the request.
Stronger recommendations
Concerns surface early, so recommendations land and constructive challenge is possible.
Lasting relationships
Clients trust the agency that makes them feel understood, one conversation at a time.
The programme
The techniques we teach.
Empathy Is Your Superpower
- Recognise the emotions and concerns behind what a client says
- See the situation from the client's side
- Use mirroring and labelling naturally
- Ease defensiveness and build trust in difficult conversations
The Art of Listening
- Listen to understand, not to prepare a reply
- Ask questions that uncover the real issue
- Use silence without rushing to fill it
- Reflect understanding before proposing solutions
Run by Steve Jones: 30+ years in sales across Australia, the UK and the US, including 7 years agency side.
Nobody sits and watches.
Every person is active in every step. We practise observable behaviours, not concepts.
Reset
A conversation, not a lecture. Why the skill matters, with the team weighing in.
Demonstrate
Each technique is modelled live while the team calls out what they notice.
Practise
Pairs and triads work real scenarios, with an observer giving feedback.
Commit
Each person names one technique and one real conversation to use it in that week.
Same moment. Different conversation.
Small shifts in wording change how safe the other person feels to open up.
Questioning a client's decision
Why did you go with that channel?
What made that channel feel like the right call?
"We're not seeing results fast enough."
Well, it's only been six weeks.
It sounds like there's real pressure on this from above.
A half-day built around your clients.
- Format
- 2 × 90-minute practice-led masterclasses, half a day with a break
- Delivery
- In person, at your office
- Group size
- Up to 10 people
- Investment
- $2,000 + GST
Book a 20-minute call.
We talk about your team and shape the scenarios around your clients.
steve@deciphersales.com.au · 0425 292 605