SURE: a new technique for insurance and financial services professionals to use and ensure clients have understood their advice

Session 4: 2:05 to 3:05 - Booking Code S4


Session Overview

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.

That is why, in this webinar, 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.

Learning Objectives

By the end of this session, participants 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

Jeff Heasman is a well-known international trainer, providing specialist communication and cognitive skills training to the insurance and financial services industries.

With a portfolio of international clients from across Asia Pacific, Europe and sub-Saharan Africa, Jeff has vast experience in delivering practical training based around his in-depth knowledge and practical experience.

A former litigation executive and a former senior liability adjuster, he has a bachelors and masters degree in law, is a qualified language teacher, a graduate of the Yale University School of Management Executive Education program and he is a member of the Academy of Modern Applied Psychology and the Association for Business Psychology.

Jeff has particular experience in providing training and consultancy to insurance and financial services organisations based around the synergy between product design, brand promises, marketing messages and customer expectations.

Jeff Heasman