Bridging the Generational Gap –

Bridging the Generational Gap – overcoming the challenges dealing with older and more experienced clients

When Nick first wanted to move into sales roles in his mid-late twenties, he was told he did not have enough grey hair! Thirty years later, and sadly this is no longer a problem he faces! However, a consistent theme in conversations with our clients, are the challenges that their younger, inexperienced employees face dealing with more experienced clients. Examples include young underwriters dealing with experienced brokers, as well as young brokers dealing with older clients and prospects. This session explores some of the key challenges and provides some practical tools that young professionals can use to overcome them.

Content and Learning

·      Internal issues – how you get in your own way. Imposter Syndrome.

·       External issues – scepticism of others. Perceived credibility and age bias

·       Generational communication preferences and styles [Baby Boomer to Gen Z].

·       Dealing with imposter syndrome and building confidence

o   Exploring P = p-I [Tim Gallwey]

o   Confidence sells –techniques for accessing ‘relaxed assertive confidence’

o   Frameworks and processes

o   Developing reframing techniques

o   Shift to growth mindset and using insecurity to drive improvement and performance. Upskilling.

o   Preparation, Practise and role play – reality rehearsal, Exposure therapy

·       Building credibility

o   ‘Assumptive priming’

o   Invoke the credibility of others

o   How to present arguments with authentic conviction

o   Questions and listening

o   Balancing assertiveness and respect.

·       Adaptive communication

·       Building intergenerational trust – through the lens of the trust equation

Troubleshooting session – NT deals with delegate’s specific issues and queries