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Crafting Relationships

D&AD Client Relationship Mangement

Course Outline

Susie’s session is dedicated to mastering the so-called soft skills. That’s to say those that enable you to navigate successfully the choppy waters of business relationships. Susie delves into the psychology of the different types of personalities you are likely to encounter in your working life – and how best to deal with them. She teaches you to know when and with whom to stand your ground, and when and with whom not to. She does all of this in an interactive workshop that encourages the learning of soft skills in a practical way.

Susie knows that the only way to build relationships is to work at them. You will take away:

  • Influencing style tips
  • A conflict management tool
  • The grounding to forge a psychological contract

​By the evening, though, you will have honed your negotiation techniques and working methods to such a degree that you will be much better able to influence and inspire.

In fact, you may even start to enjoy the cut and thrust of business negotiations, not dread them. 

Learning Outcomes

  • Understand how to use your influencing style to the fullest
  • Learn models and tools such as Thomas Kilmann’s Conflict Model, the Influencing Styles Model, the Psychological Contract adapted from the Harvard Business School and E Kubler-Ross’s Change Curve
  • Understand how you can modify your usual standpoint to glean better results
  • Know when to stand your ground and when to concede to another point of view
  • Think about how your working practices could be improved upon with your clients and colleagues
  • Improved listening skills

Suitable for

This session is aimed at anyone who has working relationships with clients, internal partners or external agencies that require trust and respect. 

Your Facilitator

You could say that Susie Galbraith has advertising in her blood. Her father worked in the business. So, when she started work, she followed in his footsteps, and got a job as a writer at Kingsley, Manton and Palmer. But she wasn’t happy in that role. The Creative Director, Tony Bodinetz, suggested she try account handling instead. Suddenly, she felt at home, going on to work at Saatchi & Saatchi, WCR Abbott, Mead Vickers, DFGW and Banks, Hoggins, O’Shea.

She now regularly hosts training sessions through D&AD for many different companies. Sarah Murfin, a Senior Graphic Designer at The Football Association who attended the session said, “Fantastic, valuable insight into how we can improve our ways of working and managing clients effectively”. 

Former Account Director, now trainer and consultant, you'll be in safe hands with Susie. If you're curious about what else she's been up to, find out more below. 

If you'd like to hear more about Crafting Relationships, watch Susie talking about the trials and tribulations of relationships in the creative industry in this short clip. 

"Really useful and relevant to what we do and how we work and want to operate."

Emma Field
Account Manager

"Fantastic, valuable insight into how we can improve our ways at working and managing clients effectively."

Sarah Murfin
Senior Graphic Designer
The Football Association
Crafting Relationships

Crafting Relationships

27/02/2017 – 27/02/2017

09:30 – 17:00


Crafting Relationships

Crafting Relationships

31/05/2017 – 31/05/2017

09:30 – 17:00


Looking for More Information?

If you're interested in learning more about Crafting Relationships and would like to discuss it with a D&AD Training professional, please leave your details and someone will be in touch very shortly via email.

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