1. Gaining Client Compliance in ten simple steps Help your clients feel empowered and successful Presented by: Jessica Bimmermann

2. Outdated techniques Coercion “My way, or the highway” approach

3. The reasons clients are non-compliant They may lack trust in the instructor They don’t believe in the methods They don’t understand the benefits They don’t see the value

4. 10 steps to long term success Build trust Encourage “buy in” to techniques Educate Stick to protocols Convey the benefits Empower clients Don’t postpone bad news Combine the bad: segment the good Ask for the commitment Start Strong, but finish stronger

5. Build trust Realize trust is earned Be aware that people are subjective Know the clients: their wants, needs, and goals Listen to the client, reiterate what you hear Empathize Take a personal approach

6. Encourage “Buy in” to techniques Find out client’s preferred learning style Work within the individual’s capabilities Take an enthusiastic approach Encourage and promote small successes If technique is not working suggest counter proposals

7. Educate Value prior knowledge Capitalize on their strengths Use direct points in discussions Avoid conversation during instruction Realize the message will be relayed to others Do not expect clients to “know” what they need to do

8. Stick to protocols Have standardized protocols in place Ensure all team members understand the protocols Convey those standardized protocols to clients Be flexible within the protocols to ensure each client’s needs are met

9. Convey the benefits Discuss the benefits, explain how what they learn will be relevant in real-life scenarios Highlight the benefits when they occur Realize a client that knows the benefits can make informed decisions Encourage the client’s “know how” attitude

10. Empower Clients Allow the clients to have input in the process Provide specific feedback Keep the client informed of their progression Discuss resources with the client

11. Don’t postpone bad news Have facts to support the news Don’t delay the bad news Ask for input on the client’s perception and feelings Provide alternatives or recommendations

12. Combine the bad: segment the good Highlight positive aspects before discussing what needs to be improved upon Be forthright with what needs to be improved upon Provide the client with the information or tools they will need to help them succeed Finish the conversation by providing encouragement and offering support

13. Ask for the Commitment Provide the client with clear expectations Discuss the clients plan for implementation of proposed techniques Ask the client directly if they are committed to using their newly acquired knowledge to enhance their mobility skills

14. Start Strong, but Finish Stronger Save important information for the final session Ensure the clients last recollection of training is a positive experience The final experience is actually the most important for clients

15. 10 steps to long term success Build trust Encourage “buy in” to techniques Educate Stick to protocols Convey the benefits Empower clients Don’t postpone bad news Combine the bad: segment the good Ask for the commitment Start Strong, but finish stronger

16. References Burgoon, J., Pfau, M., Parrott, R., Birk, T., Coker, R., Burgoon, R. (1987). Relational communication, satisfaction, compliancegaining strategies, and compliance in communication between physicians and patients. Communication Monographs. Vol. 54, Iss. 3, 1987 Dellande, S. & Nyer, P. (2007). Using public commitment to gain customer compliance. Advances in Consumer Research (volume 34). Linde, M. DVM. (2013). From confusion to compliance: educating clients to overcome resistance. Retrieved from http://www.veterinaryteambrief.com/article/confusion-compliance- educating-clients-overcome-resistance Myers, W. (2013). Get team members involved in improving compliance. Retrieved from http://www.csvets.com/library/get_team_members_involved_in_improving_ compliance.pdf Pachel, C. (2011) Tips for increasing compliance and “buy in” for behavior treatment plans. MVC