Successfully Managing Customer Pushback: Essential Tools for the CI Professional

Every time a CI professional responds to a request, there are “negotiations” between the CI professional and the customer, external or internal, to define the work to be done; while balancing customer needs versus what the CI professional can deliver using the time and resources available.  This very successful interactive session from the SCIP European Summit in Vienna last year will provide CI professionals with tools to manage the inevitable push-back from customers and ensure success going forward.  Using a case based on real examples, and his firm’s 30 years of experience, David Gibson from Kaiser Associates and acknowledged SCIP member and volunteer will lead a discussion on proven tools and techniques for managing customer push-back.  Notable learning points will include:

• Strategies for managing customer push back
• Tools to manage the CI professional/customer dialogue
• Proven techniques for dealing with difficult situations

As ever, there will be the opportunity for light refreshment and to engage with peers and practitioners warmly.