SURE: a new technique to ensure clients have understood your advice
>> Event Overview
We naturally ask the client if there is anything they didn´t understand and often, the client replies “No”. Or we ask if everything was clear and the client answers “Yes”. But can we rely on these answers as being an accurate reflection of whether the client truly has listened to and understood that advice? The answer is NO!!
Recent FCA guidance papers on vulnerable customers and the new consumer duty have emphasised the obligation to take steps to ensure the customer has understood our advice and recommendations and anyway, it is just good practice!
That is why, in this session, Jeff Heasman will outline his SURE technique for insurance and financial services professionals, based on concept checking, a method traditionally used in language teaching.
Concept checking is designed to determine, with as much certainty as possible, that the client has understood the advice. Easy to apply to day-to-day interactions with clients, the SURE technique will help avoid misunderstandings now and in the future.
>> Learning Objectives
By the end of the webinar, participants will be able to:
- Identify the key elements of the skill of concept checking.
- Recognise the risk of certain types of questions when dealing with clients.
- Implement a strategy to use the sure technique to ensure clients have listened to and understood your advice.
>> Speaker Biography
Jeff Heasman worked as a litigation executive and senior liability adjuster before branching out into language and psychology. Jeff holds both a bachelors and a masters of law degree, is a qualified language instructor and also a certified practitioner member of the Academy of Modern Applied Psychology as well as a member of the Association of Business Psychology. He delivers courses across the globe, either face-to-face or online. Jeff maintains a close connection to the industry by regularly providing consultancy in areas such as law and communication and he provides consultations with individuals and teams regarding cognitive skills, such as decision-making and problem-solving.
In 2020, Jeff graduated top of the class from the Yale School of Management Executive Education programme in negotiation strategies with a score of 100% across all modules and he is recognised as an expert in the field of negotiations within the insurance industry. Other areas of specialist expertise include insurance fraud, claims handling and the synergy between product design, brand promises, marketing messages and customer expectations. Jeff is currently completing a doctoral thesis with a Swiss business school, focusing on human v automated decision-making in insurance claims and its potential impact on customer trust.
Venue
- Online
CII Accredited
This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.
1 hour's CPD can be claimed for this event if relevant to your learning and development needs.
It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at www.cii.co.uk/cpd.