Face to Face - SURE: A new technique to ensure clients have understood your advice

The Exeter Council are delighted to welcome Jeff for this combined Cii & PFS face to face training session.

Session Overview:

SURE: a new technique to ensure clients have understood your advice.

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.

Venue: Kennford Suite, Exeter Court Hotel, Kennford, Exeter, EX6 7UX

Timing: Registration with tea/coffee & bacon rolls at 8:30am, session starts at 9am

Face to face CPD session ends: 10.00pm

Learning objectives:

At the end of the session attendees 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.

Presenter: Jeff Heasman, Founder, Insurance Upskill

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.