Managing client relationships: how effective communication and documentation leads to successful projects

When dealing with the many varied tasks that running an architectural project entails, it is easy to focus on getting the job done ahead of communicating effectively with your client or keeping on top of your project documentation. 

At best this can lead to confused, anxious or unhappy clients; at worst to the breakdown of the working relationship, unsuccessful project outcomes and the associated legal or financial repercussions that may follow.

Using practical and actionable guidance, this seminar will demonstrate how effective communication and project documentation can be used as positive tools for managing the client experience, resulting in improved project success and practice efficiency.

Specifically, this seminar will look at:

• Methods to recognise potentially negative aspects of the client/architect relationships and strategies to turn them into positive ones

• Listening techniques to aid effective communication, better understand clients’ needs and create meaningful briefs

• Examples of how to use the brief as live project document, to communicate and map changes in projects, and how this can inform future projects

• How to recognise and utilise the appropriate real time dispute avoidance methods and mitigation strategies during the currency of a project to enable timely and cost-effective project delivery by maintaining relationships within the project team

• The function and key principles of professional services contracts and how they can be used throughout a project as a framework for client management

  
  

Speaker: Jane Middlehurst, HomeNotes
Jane is a RIBA chartered architect and RIBA client adviser who has been working with, and learning from clients for the past seven years through her architecture practice Poulsom Middlehurst. Her first-hand experience of guiding clients through the architectural process led to the creation of HomeNotes, a client advice service providing support through group workshops, online learning and one-to-one consultations. Jane is passionate about understanding the client experience and using this as a positive influence to improve the architectural process. She is an experienced speaker, delivering group workshops, online webinars and external talks.

Speaker: Mark Pritchard, Howard Kennedy
Mark is a solicitor and construction specialist for Howard Kennedy with over ten years' experience in high profile and complex dispute resolution. He advises members of the construction industry on risk during the lifespan of a project, from initial procurement to the settlement of disputes during the project and after completion. He has clients across the construction industry, including architects, structural engineers and quantity surveyors, as well as corporate and institutional clients, from national house builders, international energy companies, banks and other law firms. In addition to his experience in real time dispute resolution, he has conducted complex litigation in the TCC, Administrative Court and Court of Appeal. He has lectured within his industry and externally to clients on construction matters, particularly around risk and dispute avoidance.

Core Curriculum Topics

1. Procurement and contracts

2. Business, clients and services

3. Legal, regulatory and statutory compliance

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