Communication Skills for Relationship Management in Banking


Communication Skills for Relationship Management in Banking

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The role of relationship managers in banking is to achieve outcomes through other people. These will be customers, but also colleagues, more senior management or other business partners. In the new millennium, they will not just “do what they are told”. Gaining commitment from people can be challenging, whether interacting face to face, on the phone or electronically.

This programme looks at the keys skills of obtaining commitment to action from people in a range of situations, and these skills are flexible enough to be applied to many scenarios. Even experienced managers and leaders can improve their interpersonal skills and understanding how they will influence others – consciously or sub consciously. This can lead to a much greater awareness of their impact on business results through people.

This training is designed to help relationship managers in banking become more effective through flexibility of communication style and to understand how others see them. The outcomes can lead to gaining greater commitment, or the same commitment more easily, while understanding the impact we may have on people while this is happening. To develop these skills the training will include a number of practical exercises and various scenarios to illustrate the concepts: relationship building and fine tuning communication techniques. This is a highly interactive course as we learn best by ‘doing’.

Price £699.00 + VAT

Course Syllabus

Why persuasion and influence are important

  • Communication breakdowns

  • Achieving buy in – from colleagues, customers and business partners

  • Aiming for commitment

  • Control versus Influence

  • Defining persuasion & Influence

  • Influence, not manipulation

Exercise: Case study – where lack of influence causes problems in banking

The Skills of Persuasion & Influence

  • People like people

  • Who we like and why

  • Building trust

  • Effective questioning skills

  • Making Active Listening more active

  • Understanding why someone should listen to you

  • Using Features, Advantages and Benefit (FAB) reasons

Exercise: Effective questions and better answers – in pairs 

Influencing meeting outcomes

  • Why meet? Can’t we do it all online?

  • Mixing the formal and informal

  • Preparing to influence

  • Using the “3 Ps” (people, process, product) to shape meeting outcomes

  • Clarifying what a good meeting looks like

  • Using the “3 Cs” (company, customers, competitor) to ensure your outcome is powerful for all

  • Using simple and effective structure to lead to commitment

Exercise: Gaining commitment from your team – why should they, and how will you persuade them? OR Gaining commitment from a prospective new customer – why should they meet you, and how will you persuade them?

Persuasion in negotiation

  • Structured negotiating

  • Questioning with confidence

  • Understanding their positions

  • Seeking solutions using benefits

  • Identifying the win/win

  • Moving to the best solution

Exercise: Negotiation practice in small teams, with feedback.

Persuading in challenging situations

  • Whats in it for them? / Whats in it for me? (WIIFT/WIIFM?)

  • Talking benefits

  • Building dialogue through effective questions

  • Reading the signals: what are they feeling – without asking them?

  • Displaying confidence and building trust

  • Influence starts with influencing yourself

  • How a proactive approach can combine with reacting to signals

Example: The conversation – application of techniques to situations.

Your communication style and how it influences you – and others

  • What is my preferred style?

  • Understanding the Social Styles model

  • Recognising the styles in others

  • Seeing the benefits of different styles of communication

  • Effective persuasion strategies for different styles

  • Style flexibility – understand and practice

  • Using styles proactively – how to use different styles

Exercise: Agree/disagree team exercise.

Learning Objectives

  • Learn the communication tools of persuasion

  • Explore the techniques of persuasion and how to plan your approach

  • Use the power of questioning and listening to find ways forward

  • Understand your own predominant influencing style and know when to adapt it

  • Understand how to use influencing and persuading strategies at different levels

  • Appreciate the difference between personal power versus positional power

  • Develop better relationships with business areas, achieve improved outcomes for customers and the business

Who is the course suitable for?

This training course is designed for those who wish to sharpen their communication and relationship building skills using influencing and persuading techniques. This highly interactive course is suitable for professionals working in both finance and other industries where communicating with different types of people and getting them to take action demands more than a mere “command”.


Phil Ingle


Date And Time

06-May-2020 - 09:30
- 16:30




The London Institute of Banking & Finance

Event Category

Interpersonal Skills

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