Skills when Dealing with Vulnerable Clients Workshop
11 & 12 June 2024, 09:30 - 12:30 (UK)
Online Training Workshop
Two half-days Workshop
This online workshop will aim to help you to understand and develop your communication skills when dealing with vulnerable clients.
Advanced skills to engender trust, step into the shoes of your vulnerable customers, encourage a conversational fact-find and coach their challenges in their time of need
Members: £249
Non-members: £299
What will I get by attending the workshop?
- The workshop will help you master your ability and confidence in handling particularly vulnerable customers by using some of the latest communication methods and techniques to build empathy, trust and engagement.
- A deep dive into the Neuro-Linguistic Programming (NLP) Toolbox - an ingenious collection of communication and people skill tools to enhance client interaction. Factfinding, rapport building and listening to a client who has recently been through a traumatic life event, is always a challenge for us, who may never have experienced such trauma themselves.
Who should attend?
This Workshop is suitable for anyone in the financial services sector, who engages with customers and clients online, on the phone or face-to-face.
It has specific value to frontline advisers in the insurance and financial services sector - Mortgage, protection, financial advisers, and later-life lending advisers.
Overview
This two half-days online interactive Training Workshop, will help you to develop skills to engender trust, step into the shoes of your vulnerable customers, encourage a conversational fact-find and coach their challenges in their time of need.
The workshop will cover:
- The challenge of vulnerable customers, who they are, what’s their story. The marketplace, the FCA’s definition and Consumer Duty and why we need to be exceptional in the way we handle them
- Steps to ascertain who is and isn’t a vulnerable customer – your own firm’s definitions
- Understanding their point of view. Appreciating the three positions of empathy, the perceptual positions
- Stepping into other’s shoes, finding out what makes them tick and tips to gain an empathic understanding of their views and feelings
- Coaching concepts to help change your mindset around the conversation. Understanding the coach’s spectrum to be able to “pull” the customer to solve their challenges, not “push”
- How to be authentic and to match the customer’s state of mind and personality to encourage commitment
- The secrets to building trust lay the foundations for a conversational fact-find
- The freestyle concept of fact-finding – practice and mastery
- An MOT of your vocal skills if phone or video is being used. Applying attention to your vocal cosmetics to engender engagement with your customer
- Types of questions and the do’s and don’ts of conversational questions
- Softening your questions and encouragement techniques
- Listening mastery – MAP technique to remove premature thinking, solution’eering and giving advice
Method of delivery
The Training workshops will be delivered online, over two half-days, via Zoom, on 11 & 12 June 2024, 09:30 - 12:30 (UK).
Delegates must ensure they can access the online workshop through Zoom.
You'll be expected to be fully ready online - camera, microphone and a space where you can interact with your Trainer online.
Trainer
Paul Archer
Paul Archer is a renowned financial services sales expert nine times published author, Paul will share with you the latest techniques that are very relevant for the modern consumer.
Paul Archer 40 years in financial services as a salesperson, sales manager, training manager and independent sales consultant to hundreds of insurance firms in the UK, USA, Middle East and Far East.
Certificate
At the end of this workshop, you will receive a certificate of attendance from the Chartered Insurance Institute.
Price
- Members: £249
- Non-members: £299
How to book
To register for this workshop, please complete the below form:
For enquiries about this course, please email to: business.enquiries@cii.co.uk
Please note: courses are sold on a first come first serve basis, and therefore availability may change, depending on the number of bookings received. Once a course becomes full, the above date will no longer be available, and new dates will be published.
We reserve the right to postpone the above course dates, subject to a minimum number of course bookings received. Your booking will only be confirmed, once payment has been processed and you receive a booking confirmation email from the training team.
Can't attend on this date? Register your interest in other training courses and future dates.
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