WEBINAR: Humanising Communication & Increasing Client Interaction in an automated world

Monday, 20 July 2020
9:30 am – 10:30 am
    • Jeff Heasman, Founder, Insurance Upskill

In a business landscape that is becoming increasingly automated and in which interaction with clients is becoming less, it is more important than ever to understand the importance of client “touchpoints” and how to make the most of them. Furthermore, the ability to humanise interaction and communication is more critical than ever. This fun and interactive session will teach the essential skills of how to create “touchpoints”, humanise interaction and communication and so enhance the client journey to create a win-win situation for businesses and clients. The modern-day client expects services and not just products.

Learning objectives

  • appreciate the important difference between hearing and listening what someone else is saying and the impact this has on relationships.
  • understand how to listen without thinking and making a judgement.
  • recognise annoying habits that can potentially isolate people communicating with you.
  • connect more easily with people by understanding behavioural traits.

About the speaker

Jeff Heasman is a professional trainer who specialises in communication skills within the insurance and financial services sector. Jeff is a certified practitioner in Neuro-Linguistic Programming (NLP) and a professional member of the Academy of Modern Applied Psychology.

In addition, Jeff holds a bachelor's degree in law from the University of Glamorgan and a master of laws degree from Swansea University, as well as a postgraduate certificate in teaching English language to adults.

Jeff spent many years in practice as a litigation executive, dealing with cases up to and including the Court of Appeal in London (England v IBC Vehicles Ltd) and as a senior liability adjuster at Crawford and Company. Subsequently he was Dean of the Faculty of Law at Cavendish University in Zambia, has been a tutor at Swansea University and a lecturer in international negotiation skills to MBA students at ESIC University in Spain.

Jeff now combines his experience and expert knowledge to provide communication skills training to prestigious organisations, companies and individuals throughout the world.


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.