My Manager told me that we should not interrupt clients when they are talking because the most valuable things they say is when they are talking for too long. Do you agree with this? I am wondering because there might be benefits in interrupt and facilitate the conversations towards where you want it to go.

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Four types of clients:

1) They know what they want, and don’t care what you think - They don’t trust you and you have to prove yourself. If you need to sway the direction, it’s best to build relationship with someone else that they trust, and work through them for a while. Don’t jump out in front of them.

2) They know what they want, and care what you think - Best case scenario. They will appreciate you steering them in the right direction, and they will return the favor.

3) They don’t know what they want, but they won’t admit it to you - They have their guard up and will not appreciate you cutting them off. It’s best to do one-on-ones and build rapport on the side as the project goes on.

4) They don’t know what they want, and want you to tell them what to do - You have to try to get them talking because they know the day-to-day business and the knowledge to develop the right plan for the project

likesmart

Depends on if the client sponsor has told you to keep the conversation moving and not to go over and to make sure to cover every topic on the agenda.

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There is a huge difference between guiding a conversation and cutting off a statement. Guiding almost always makes sense, cutting someone off almost never does.

likesmart

Obviously the answer to this depends on the person, but I ve seen way too many times when people would go off on tangents that are not too relevant to the topic at hand...it is difficult, but I think part of our jobs is to keep the things moving in the right direction and not get too philosophical when it is not called for

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I would agree with this in general.

However, after a working for a while with a client, you will get a sense of who is long winded and will benefit from talking things out, and who is just filibustering in a way that is disruptive.

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