Building appreciative relationships in client counselling

Wertschätzende Beziehungen in der Kundenberatung aufbauen
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Cultural Fit

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Total time 60 minutes

Participants learn how to start conversations with clients successfully. Small talk is an important tool here. The e⁠-⁠training therefore teaches how to cultivate small talk and thus build up sympathy, how to find the right small talk topics and how to avoid no-gos. Participants also learn how to understand the non-verbal signals of their customers and how to communicate in an appreciative way using their own body language. The aim is to always express appreciation through one's own appearance and behaviour. This is how sustainable relationships can be built up in customer counselling.


Target group

  • Intermediaries and advisors who are active in the distribution of insurance products and employees who assist in the mediation or provision of advice.

Learning objectives

  • Be able to build trusting relationships with clients.

  • Use small talk to show interest in the clients' issues and needs and to enable sympathy to develop.

  • Recognising and responding appropriately to verbal and non-verbal signals from clients

  • Exuding confidence with your own body language

  • Responding individually to the requests and wishes of customers


Building relationships
Focusing on customer satisfaction
Making yourself clear
Showing caution

Authoring tool



Animated illustrative videos
Enacted scenes
Transfer tasks
Key messages
Knowledge Check
Interactive elements
Moderated video lectures
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