Tips:

• Take the time to listen to and understand the client’s concerns, needs and expectations
• Ask questions, but avoid overly vague or very long questions
• Avoid bureaucratic or professional jargon
• Summarize the information provided by the client and establish the relationship between those pieces of information to ensure full comprehension
• If the client’s needs are not understood, respectfully indicate this and try to obtain additional explanations
• Provide all necessary information (step-by-step), adding explanations or concrete examples drawn from everyday events
• Regularly verify whether or not the client fully understands
• Restate the information if the client does not understand, but avoid repetition, using the same words or speaking louder

Tips:

• Establish and maintain eye contact
• Show understanding
• Show interest in what the client is saying
• Concentrate on the client and avoid needless distractions, such as doodling on a piece of paper or looking at your watch during the conversation
• Remain attentive to non-verbal indications that contradict or complement verbal communication
• If possible, illustrate your words using tools that promote exchange with the recipient