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 are flexible enough to be able to apply them to many scenarios. Even experienced managers and leaders can improve their interpersonal skills and understanding how they will influence others – consciously or sub consciously – in a way that 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 style and understanding of how others see themselves. The outcomes can lead to gaining greater commitment, or the same commitment more easily, while understanding the impact they 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 of persuasion and influence, like most things, it is best learned by doing, not just by talking about it.
This highly interactive course is suitable for banking professionals where communicating with different types of people and getting them to take action demands more than a mere “command”.
The course differs from other traditional courses for banking professionals in that it incorporates:
- The use of techniques from behavioural economics
- The focus on communication across different channels
- The opportunity to apply new techniques to different business types
By attending this training, participants will:
- Learn the communication tools of persuasion
- Recognise the value of persuasion & influence versus “tell”
- Explore the techniques of persuasion and how to plan your approach
- Use the power of questioning and listening to find ways forward
- Uncover and “sell” the benefits
- Understand your own predominant influencing style and know when to adapt it.
- Consider how to gain genuine agreement rather than a superficial – yes
- Appreciate the principles underpinning successful influencing strategies.
- Understand the importance of power in influencing and the psychology of influence.
- Have better relationships with business areas
- Achieve improved outcomes for customers and the business
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 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 3Ps to shape meeting outcomes
- Clarifying what a good meeting looks like
- Using the 3Cs 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: Short Negotiation practice in small teams, with feedback
Persuading in challenging situations
- 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 a range of 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
- Using styles proactively
Exercise: Agree/disagree team exercise
This programme may be approved for up to 7 CPD units in HR, Leadership, Management and Professional Development. Eligibility criteria and CPD Units are verified directly by your association, regulator or other bodies which you hold membership.