The Consumer Skills Toolkit Part 2

Monday, 06 November 2023
12:00 pm – 1:30 pm (UK time)
    • Jeff Heasman

>> Event Overview

With a move towards outcomes-based regulation, the need for a skills toolkit to stay on the right side of the regulation is critically important. During these sessions, you will learn skills based around:

working in an outcomes-based regulatory environment

communicating in a way that aids accessibility and understanding

checking understanding to facilitate informed decision-making

recognising and handling behavioural biases throughout the customer journey

recognising and dealing with vulnerable customers

The sessions are interactive and includes exercises and simulations that will help you practise the skills learnt and how to evidence outcomes. It is aimed at those working within the UK insurance and financial services industry.

>> Learning Objectives

By the end of the sessions, participants will be able to:

identify the key requirements relating to consumer understanding and consumer support under the Consumer Duty.

understand the key elements of outcomes-based regulation and the skills necessary to evidence outcomes.

implement a strategy to utilise the skills taught to remain on the right side of the new regulation under the Consumer Duty.

>> 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.

  • Online

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 1/2 hours' 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