«We presented this differently, ” „let’s try a few more options, ” „it’s just a small revision”—these are familiar phrases for anyone working on a creative project. How do you clarify client expectations? What do you say when the scope of work changes halfway through? How do you set boundaries while maintaining a positive working relationship?

In this course, you will go through the key stages of client communication—from the initial project discussion to final approval. You will learn how to ask clarifying questions, document agreements, gather actionable feedback, and discuss changes in scope. You will practice handling difficult conversations using examples from creative practice.

Course Outcome: A complete set of agreements and communication templates for your own projects, as well as practice negotiations with instructor feedback. The materials you develop can be used in your work immediately after the training.

— To creative professionals who find it difficult to discuss work conditions with clients
— To freelancers who face endless revisions, extra tasks, and protracted approvals
— To early-career professionals who want to conduct initial meetings more confidently and agree upon clear terms of collaboration.
— To members of studio and creative teams who interact directly with external or internal clients

Course Prerequisites:— A personal project or a client interaction scenario to analyze. Participants without a suitable example will be provided with a case study.
— A computer with video conferencing access.
— Any text editor for template work.It is recommended that participants have experience with at least one academic or commercial creative project. Specific training in management and negotiation is not required.

— Clarify and define the client’s objective
— Agree upon the project scope and collaboration process
— Translate feedback into an agreed-upon revision plan
— Discuss changes to the project parameters

— Agreed Brief. Conduct a design interview, compile a concise brief, and draft a confirmation message for the task. — Agreement Map. Prepare the terms of engagement and discuss them with the hypothetical client. — Revision Plan. Analyze feedback, ask clarifying questions, and prepare a response detailing the changes. — Discussion of Changes. Conduct role-playing negotiations and write a summary message based on the outcomes.

1. UNDERSTANDING THE CHALLENGE AND EXPECTATIONS
How to ascertain the client’s needs and ensure alignment on the intended outcome.— Project goals, client preferences, and proposed solutions
— Questions regarding the final result, target audience, context, budget, and timeline
— Discussing references: what specific elements are important in them
— Stakeholders involved in approvals and the ultimate decision-maker
— Verifiable criteria for the outcome and lingering open questionsWorkshop: Interviewing with an incomplete brief2. DEFINING TERMS AND RESPONSIBILITIES
How to establish the project scope and proactively discuss the workflow.— Scope of the deliverable:
— What is included in the agreed-upon fee.
— Milestones, timelines, and required client actions.
— Process for collecting feedback and the number of revision rounds included.
— Confirmation of interim decisions
— Process for handing over and approving the final deliverable
— How to confirm agreements in written communicationWorkshop: Discussing project terms. The client suggests deferring certain questions, and the specialist explains their significance while proposing concrete conditions.3. PROCESSING FEEDBACK AND APPROVING REVISIONS
How to translate comments into actionable tasks and identify where the initial objective is changing.— Clarifying subjective evaluations
— Returning to the project goals and agreed-upon criteria
— Conflicting comments from multiple participants
— Distinguishing between a specialist’s error, a refinement, and a new requirement
— Confirming the list of revisions before implementation4. ADDRESSING CHANGES AND COMPLEX SCENARIOS
How to proceed when the initial conditions no longer match the current situation.— Preparing for the discussion: facts, constraints, and potential solutions
— Additional scope of work and amending the agreed-upon task
— Delays in materials or responses from the client
— Personal error or risk of missing a deadline: how to communicate and propose an action plan
— Discussing options regarding scope, timeline, and cost
— Actions when agreement cannot be reachedWorkshop: Triad negotiation («specialist — client — observer»)