Client Relationship Management Skills for Middle Office

Relationship Management
Click for PDF of Client Relationship Management
Skills for Middle Office

WORKSHOP AIM:

The aim of the workshop is to develop the participants’ Relationship Management skills so that they are able to effectively carry out their roles by building positive interpersonal relations with their clients.

WORKSHOP OBJECTIVES:

By the end of the workshop participants’ will be able to:

Develop positive client relationships through the effective use of
       interpersonal & communication skills
Effectively influence people to open up and share information
Gather quality information by asking relevant probing questions and
       effectively listening
Manage conflict in a confident and assertive manner
Deal with hostile or difficult people
Effectively conduct a review meeting

Workshop Methodology:

The workshop has been designed to maximise participant involvement. A number of proven methodologies will be employed including:

Consultant led input
Group/individual based exercises
Practical client role-play simulations using a video camera
Feedback and Coaching

Workshop Content

DAY ONE:

Introduction

Workshop overview
Aims & Objectives
Personal objectives

Building & Maintaining Positive Interpersonal Relationships


Interpersonal skills
Verbal & non verbal communication skill
Self presentation, credible & authoritative
Passive – Aggressive & Assertive behaviour
Johari Window – a model of interpersonal relations

Group exercise – This exercise will review & develop the participants’ interpersonal skills

Feedback and coaching for improved personal performance

Influencing & Gathering Information


Influencing styles
Influencing process
Gaining buy-in and acceptance
Developing strategies
Questioning techniques
Developing listening skills

Group exercise – This exercise will review & develop the participants’ influencing skills

Feedback and coaching for improved personal performance

Individual Client meeting role-play focusing on influencing others using CCTV – Review & debrief

Feedback and coaching for improved personal performance

DAY TWO:

Managing Conflict


Definition of conflict
Reasons for conflict
Personal reaction to conflict
Anticipating & avoiding conflict
Thomas Kilmann conflict instrument
Developing strategies to manage conflict

Exercise – This exercise will provide the participants with opportunity of managing a conflict situation.

Feedback and coaching for improved personal performance

Dealing with Difficult or Hostile People


What makes people hostile or difficult
Identifying different people types
How best to deal with different types
Anticipating & defusing emotions
Model for managing hostile & abusive people

Individual client meeting role-play focusing on dealing with difficult/hostile people using CCTV – Review & debrief
Feedback and coaching for improved personal performance

Managing Meetings


Structuring the meeting
Presentation skills
Being persuasive
Maintaining control
Managing questions assertively
Handling objections
Gaining buy-in and closure

Client review meeting role-play using CCTV – Review & debrief

Feedback and coaching for improved personal performance

Summary & Close