Mastering Client Engagement in the New Era - Our Programmes

Begin with Networking: The Art of Small Talk to Build Rapport, where you will learn how to initiate impactful conversations and develop trust effortlessly. Enhance your professional presence in Building Your Personal Brand, equipping you to project gravitas and authenticity that solidifies clients’ trust. Move into Speed Profiling of Customers, using behavioural profiling to tailor your sales approach to individual client preferences, ensuring higher engagement and effectiveness. Finally, bring it all together with Storytelling: Evoke Emotion & Invoke Action to Buy, transforming data into compelling narratives that inspire action. This dynamic programme blends practical tools, interactive sessions, and role-play to ensure you are equipped to influence, connect, and create lasting client impact in any scenario.

Programme Outline

Learning Objectives

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

Develop foundational skills to confidently initiate meaningful conversations, build rapport, and foster trust with clients
Enhance personal gravitas and authenticity to project a professional image and become a trusted advisor in client relationships
Utilize behavioural profiling techniques to quickly and accurately adapt selling approaches to align with diverse client preferences
Transform data and technical information into compelling stories that evoke emotions and motivate clients to take action
Integrate networking, personal branding, speed profiling, and storytelling skills into a cohesive strategy to strengthen client engagement and drive successful outcomes

Programme Outline

Morning Session
9:00 AM – 9:20 AM: Welcome and Introduction (20 mins)
Icebreaker activity: "Speed Networking" exercise
Overview of workshop objectives and agenda

9:20 AM – 10:20 AM: Module 1 – Networking: The Art of Small Talk to Build Rapport (1 hour)
Key concepts: Importance of rapport and trust in client relationships
Practical tips for initiating and maintaining meaningful conversations
Activity: Role-play exercises to practice small talk and rapport-building techniques

10:20 AM – 10:30 AM: Morning Break (10 mins)

10:30 AM – 11:45 AM: Module 2 – Building Your Personal Brand: Enhance Clients’ Trust in Us (1 hour 15 mins)
Understanding gravitas and authenticity in professional relationships
Assessing your current personal brand: Self-awareness exercise
Strategies for projecting credibility and building trust
Activity: Small group discussions on crafting an impactful personal elevator pitch

11:45 AM – 12:15 PM: Integration Exercise (30 mins)
Scenario-based activity: Combine networking and personal branding techniques to approach a potential client
Group feedback and insights sharing

12:15 PM – 1:15 PM: Lunch Break (1 hour)
Afternoon Session
1:15 PM – 2:30 PM: Module 3 – Speed Profiling of Customers: Engage Customers Effectively (1 hour 15 mins)
Overview of behavioural profiling techniques (e.g., True Colours Personality Profiling)
Recognizing and adapting to different client preferences and communication styles
Activity: Interactive profiling game to identify client preferences based on scenarios

2:30 PM – 3:45 PM: Module 4 – Storytelling: Evoke Emotion & Invoke Action to Buy (1 hour 15 mins)
The science and art of storytelling in sales
Structuring compelling narratives using storytelling templates (e.g., PREP framework)
Activity: Craft and share a story to inspire action in a client scenario

3:45 PM – 4:00 PM: Afternoon Break (15 mins)

4:00 PM – 5:00 PM: Putting It All Together (1 hour)
Group exercise: Role-play a client meeting integrating networking, personal branding, speed profiling, and storytelling
Peer and facilitator feedback on effectiveness

5:00 PM – 5:30 PM: Closing and Takeaways (30 mins)
Recap of key learning points from each module
Q&A and participant reflections
Action plan: How to apply these skills in real-world client interactions
Learning Resources & Key Outcome
Learning Resources:
Workshop e-handouts with networking prompts, personal branding guidelines, profiling tips, and storytelling templates
Post-workshop access to additional online resources and tools

Key Outcome:
Participants leave with the confidence and practical tools to connect authentically, engage effectively, and inspire client trust through a holistic approach.

METHODOLOGY

Lecture, online quizzes, case studies, and discussions

Target Audience

Relationship Manager, Wealth Manager, Financial Advisor, Personal Banker, Investment Manager, Fund Manager, Private Banker

trainer

Dr Maxine

Globally recognized trainer with nearly three decades of
experience

ibf funding

FTS-Eligible

This programme is approved for listing on the Financial Training Scheme (FTS) Programme Directory and is eligible for FTS claims subject to all eligibility criteria being met. Please note that in no way does this represent an endorsement of the quality of the training provider and programme. Participants are advised to assess the suitability of the programme and its relevance to participants’ business activities or job roles.

The FTS is available to eligible entities, subject to all eligibility criteria being met. FTS claims may only be made for programmes listed on the FTS Programme Directory with the specified validity period. https://www.ibf.org.sg/home/for-individuals/skills-and-jobs-development/training-support/IBF-FTS

Completion of this course can be counted towards the fulfilment of the non-STS portion for CACS CPD

About IBF Certification

This course addresses the following Technical Skills and Competencies (TSCs) and proficiency level:

Non-Financial Industry Sustainability Developments (Proficiency Level 3)

Participants are encouraged to access the IBF MySkills Portfolio (https://www.ibf.org.sg/home/for-individuals/resource-tools/myskills-portfolio) to track their training progress and skills acquisition against the Skills Framework for Financial Services. You can apply for IBF Certification after fulfilling the required number of Technical Skills and Competencies (TSCs) for the selected job role.

Find out more about IBF certification and the application process on https://www.ibf.org.sg/home/for-individuals/ibf-certification/why-be-ibf-certified

Found a programme that you think would be suitable for your organisation?

Many of our courses can be customised and delivered in-house. We also provide consultancy services to create tailor-made training programmes that are specifically aligned with your organisation’s strategic learning requirements. Contact us today to learn more about how we can support your team’s development by completing the Form here or Emailing Us here.

Other programmes

Invest in a lifelong learning journey

As the industry’s preferred partner in learning and development, ABS offers customised and open enrolment training programmes that cover a comprehensive list of banking areas.

Dr Maxine

Globally recognized trainer with nearly three decades of experience

Dr Maxine is a globally recognized trainer with nearly three decades of experience, specializing in delivering high-impact workshops and keynotes for banks and financial institutions around the world. Her expertise spans across advisory sales, leadership, and behavioural change, empowering individuals and teams to elevate their performance.

She has worked with leading banks in over 30 cities worldwide, developing programmes that sharpen critical skills such as sales effectiveness, customer engagement, and leadership in the financial services industry.

Her extensive knowledge of the banking sector allows her to design customized training solutions that address specific challenges faced by bank professionals, from Relationship Managers to senior leaders. Dr Maxine's approach blends psychology, strategic insights, and real-world applications, ensuring measurable improvements in performance and client engagement. Whether working with international financial institutions or regional banks, she consistently drives transformative results that align with business goals and market demands.

The banks she has collaborated with include: Axis Bank (India) Bank of Singapore, Baiduri Bank (Brunei), Barclays Bank, Cathay United Bank, Citi, CIMB Bank, HSBC, Maybank, OCBC Bank, RHB Bank, Standard Chartered Bank, UOB Bank, and UBS.