First Five Minutes Matter

Will, EnableUs Community

Hey everyone, welcome back to the EnableUs Community Podcast. I’m Will, and I’m here with Winter. Today we’re diving into why those first five minutes with a participant can, honestly, make or break the whole relationship. Winter, you ever get that feeling where you just know, right away, if a meeting’s gonna go well?

Winter, EnableUs Community

Oh, absolutely. It’s like, you walk in, and you can just sense the energy in the room. Especially in the NDIS space, people pick up on your vibe straight away. If you come in all stiff or distracted, it’s almost impossible to recover from that.

Will, EnableUs Community

Yeah, totally. I mean, I remember my first ever support meeting—nervous as anything, right? I was so focused on saying the right thing, but honestly, it was just a simple “Hey, how’s your day going?” and a genuine smile that changed everything. The participant just relaxed, and suddenly it felt like we were on the same team, not just ticking boxes.

Winter, EnableUs Community

That’s such a good point. Sometimes it’s not about what you say, but how you show up. Like, smiling, keeping your body language open, and actually using the person’s name—it’s so basic, but it makes people feel seen. I always try to remember that, even if I’m having a rough day.

Will, EnableUs Community

Yeah, and I reckon people can tell if you’re just there to get through your checklist. If you’re warm and you make eye contact, it’s like you’re saying, “I’m here for you, not just for the paperwork.”

Winter, EnableUs Community

Exactly. And especially for participants who might’ve had, you know, not-so-great experiences before, those first few minutes are everything. It’s about making them feel safe and respected, right from the start.

Will, EnableUs Community

So, once you’ve set that tone, it’s all about actually listening. Not just nodding along, but really following their lead. I think sometimes we get caught up in our own agenda, but if you just let the participant set the pace, it builds trust so much faster.

Winter, EnableUs Community

Yeah, and asking open-ended questions is huge. Like, instead of “Are you happy with your supports?” I’ll ask, “What’s been working well for you, and what hasn’t?” It gives them space to share what matters to them, not just what I think is important.

Will, EnableUs Community

And reflecting back what they say, too. Like, “It sounds like you really value clear communication.” It shows you’re actually paying attention, not just waiting for your turn to talk.

Winter, EnableUs Community

Yeah, I had this one conversation—honestly, I was a bit nervous because the participant was super quiet at first. But I noticed she used a lot of visual language, so I started mirroring that, like talking about “seeing the big picture” or “painting a path forward.” Suddenly, she just opened up. It was like, by matching her style, she felt understood.

Will, EnableUs Community

That’s so good. And I think, too, it’s about dropping the jargon. Like, just talk like a real person. If you get too technical, people can feel left out, and that’s the opposite of what we want.

Winter, EnableUs Community

Totally. I always remind myself, “Speak like a human, not a provider.” It’s not about showing off what you know, it’s about making the other person feel comfortable and heard.

Will, EnableUs Community

Alright, so you’ve built that connection, you’ve listened—now, how you wrap up the meeting is just as important. I always try to finish with a quick summary, like, “Here’s what we talked about, and here’s what’s next.” It just gives everyone a bit of clarity.

Winter, EnableUs Community

Yeah, and setting expectations is key. I’ll say, “You can call or email me anytime, and I’ll check in next week.” It’s about making sure they know what to expect, so there’s no anxiety about what happens next.

Will, EnableUs Community

And I reckon it’s important to share your motivation, too. Not in a salesy way, but just, like, “I really care about helping people reach their goals, that’s why I do this.” It builds credibility, but it’s not about selling yourself.

Winter, EnableUs Community

Yeah, I heard about a provider who, instead of pitching all their services, just focused on what the participant needed. They listened, shared a couple of stories about how they’d helped others, and left the decision up to the participant. That partnership ended up lasting for years, just because it started with trust, not a hard sell.

Will, EnableUs Community

That’s the thing—if you get those first five minutes right, you don’t need ten meetings to build trust. It’s about showing, “I see you, I respect you, and I’m here to support your goals.”

Winter, EnableUs Community

Couldn’t agree more. And honestly, every meeting is a chance to get better at this. So, if you’re listening and thinking, “I’m not sure I nailed it last time,” don’t stress. It’s a skill, and it gets easier the more you practice.

Will, EnableUs Community

Alright, that’s all from us for today. Thanks for tuning in, and we’ll be back soon with more ways to connect with the right participants. Winter, always a pleasure chatting with you.

Winter, EnableUs Community

You too, Will. Thanks everyone for listening, and we’ll catch you next time on the EnableUs Community Podcast. Bye!