Participant

Guide

Table of Contents

Table of Contents 1

Importance of Building Client Relationships 2

Discussion Question #1 3

Effective Communication Techniques 4

Case Study 5

Establishing Trust and Rapport 6

Discussion Question #2 7

Managing Expectations and Resolving Conﬂict 8

Role Play Scenario 9

Reﬂection and Action Step 10

Resources/References 11

Contact Info 12

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Sunview Lodge, Inc 1

Use the space below to record important deﬁnitions, concepts, and “a-ha’ moments from this section of the

course.

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Sunview Lodge, Inc 2

Record your thoughts in the space below.

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Sunview Lodge, Inc 3

Use the space below to record important deﬁnitions, concepts, and “a-ha’ moments from this section of the

course.

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Sunview Lodge, Inc 4

Directions:

1. Skim the case study

2. Discuss initial observations, key points, and any question/concerns

3. Identify the primary problem or challenge

4. Brainstorm potential solutions or strategies

5. Select a preliminary solution

6. Prepare a summary for your selected solution and its rationale

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Sunview Lodge, Inc 5

Use the space below to record important deﬁnitions, concepts, and “a-ha’ moments from this section of the

course.

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Sunview Lodge, Inc 6

Record your thoughts in the space below.

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Sunview Lodge, Inc 7

Use the space below to record important deﬁnitions, concepts, and “a-ha’ moments from this section of the

course.

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Sunview Lodge, Inc 8

Directions:

1. Review the scenario and consider conﬂict resolution techniques to apply

2. Begin role-play

3. Provide feedback and discuss other possible conﬂict resolution strategies that could be used

Record your thoughts in the space below.

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Sunview Lodge, Inc 9

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Sunview Lodge, Inc 10

Write recommended websites and books in the spaces below.

Websites:

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Books:

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Sunview Lodge, Inc 11

Write contact information for the facilitator and producer in the spaces below.

Facilitator:

●E-mail:_______________________________________________________________________________________

●Phone: ______________________________________________________________________________________

●Facebook:____________________________________________________________________________________

●Twitter: ______________________________________________________________________________________

●Instagram: ___________________________________________________________________________________

Producer:

●E-mail:_______________________________________________________________________________________

●Phone: ______________________________________________________________________________________

●Facebook:____________________________________________________________________________________

●Twitter: ______________________________________________________________________________________

●Instagram: ___________________________________________________________________________________

Sunview Lodge, Inc 12