Communicating in uncertain times - Repeat of Wednesday's Webinar

Thursday, 14 May 2020
9:00 am – 10:00 am
    • Jeff Heasman, Managing Director, Insurance Upskill

What to say and how to say it: communicating with customers in difficult and uncertain times

As our original event was fully booked within 24 hours, we are repeating this webinar on Thursday 14 May. All other details remain the same!

The spread of COVID-19 has created difficult and uncertain times for customers and the insurance industry. Customer anxiety is heightened. The industry is under pressure. There are conflicting news stories about what insurance will or will not cover. Never has communication to customers been more important.

Communicating in such difficult and uncertain times requires skill in what to say but also what not to say. Skill in how to deliver the message or how not to deliver the message.

During this free one hour webinar our speaker, Jeff Heasman, will provide a strategy on how to communicate with customers in the current climate in a way that will reduce anxiety, provide clarity and keep the customer onboard.

There will also be ample opportunities for a Q&A session at the end.

Online Booking
If you would like to join us, please click on the Book Now button below.

Please note that this webinar will be run using Zoom technology and you may need to install relevant software onto your computer, tablet, etc in order to follow the webinar.

Full login details will be emailed to delegates shortly before the event takes place.

Learning Objectives

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

  • understand how to communicate with customers at times of difficulty and uncertainty

  • identify the language and communication methods most suitable for their customers

  • implement a strategy to communicate in a way that provides clarity and reassurance to customers in a way that keeps them onboard

About our speaker

Jeff Heasman is a leading international 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 degree in laws 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