Building Rapport and the First Client Contact

Building Rapport & the First Client Conversation is the first module in a three-part training series for frontline support staff. This session focuses on building trust, connection and clarity in initial client conversations, particularly in phone-based roles. Participants learn practical, strengths-based approaches to rapport building, structured conversations, and supporting client choice — even in complex or emotionally charged situations. Designed for people working in disability and community services, this module supports confident practice while laying the foundation for the remaining modules in the series: Better Conversations and Self-Care & Sustainable Practice.