Transparent Compliant Conversations in the Financial Sector

“This is one the best programs I have attended. The level of energy and interaction to practice theory kept the whole group engaged for the entire day. The tailored feedback was very impressive, and I feel confident that I will be able to apply these skills straight away.”

Adviser, Financial Services Industry

Be Learning has over a decade of experience delivering highly interactive, bespoke quality programs across the Financial Services sector including major Australian and International banks, insurance organisations, broker networks and industry regulators. We understand your pain points and offer tried and tested, highly interactive programs that consistently gain the highest ranking evaluation scores within our client’s curriculum.

Program Overview

The recent changes in the Financial Services industry require a new level of confidence and competence for customer facing roles to engage in open, transparent and informative conversations with customers around fees and services. Customer facing roles need to be equipped to handle challenges and objections and forge stronger trusted advisor relationships with customers, one conversation at a time.

This program is designed to equip individuals and teams with the principles and skills to conduct effective, transparent and complaint customer conversations around financial fees and services and manage challenges with increased confidence.

Target Audience

Customer facing roles within the Financial Services sector including advisers, brokers, bankers.

Learning Outcomes

At the completion of our program participants will be better able to:

• Engage in transparent, respectful and compliant conversations

• Frame customer conversations effectively and set clear expectations

• Adapt their communication to suit different styles

• Build rapport and ease with customers

• Effectively listen to understand and question to identify needs

• Deal confidently with challenges and objections

Session Components

Topics include

Key Learning Areas

• Framing and structuring communication

• Setting expectations

• Adapting communication to suit different personalities and roles

• Rapport building techniques

• Effective listening and questioning skills

• Dealing with challenges and objections

• Practicing communication with relevant individual case studies

Approach

The practical nature of the programs requires participants to practice the skills using their own scenarios with our professional facilitator. Many of our facilitators also have a performance background which enables them to play the emotional reality of a challenging scenario, effectively identify the participant’s strengths and development areas and to give specific feedback and coaching.

Most programs require a ratio of 1:6 to allow for individual practice and maximum impact. If this is outside of the budget programs can be run with 1 facilitator. The programs are still highly interactive, and will explore a few key case studies, rather than working through every individual case study.

Coaching for Mastery

Be Learning’s signature experience includes Rehearse for Reality methodology, used to embed learning and support participants through a process of development and behavioral change. It is through the exploration of specific case studies that participants move from self-awareness towards being confident and competent and to put the learning into action.

Participants work with a skilled facilitator who plays out challenging situations for them to work with. Rehearse for Reality is a place of experimentation. Participants are encouraged to try new approaches, to make mistakes and, in this safe environment, to step outside their usual habits or comfort zones. Participants learn through doing, receiving feedback and coaching.

Theory is explored in the context of the inevitable paradoxes of human interaction. Participants are given the tools to stop, reflect, and apply theory in action to make a decision aligned with their goals.

Program Length

1 Day

Follow up embedding teleconference with action plans

Maximum Number of Participants

12 participants per program

"The session was very interactive and the room was very engaged. The role plays were a really good way to learn how to deal with difficult conversations."

Participant

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