Relationship Banking

1.             Concept of relationship banking

                .  Why it has become necessary

                .  The benefits it provides to both the customer and the financial institution

2.             Communication process

                .  Formal communication model

                .  Verbal communication techniques

                .  The impact of non-verbal communication

                .  Proxemics and their influence on effective communication

                .  Active listening skills

                .   Perceptions, paradigms and filters, including techniques for recognizing them and changing them on a personal basis

                .  Art of questioning

                .  Persuasive techniques

3.             The customer as an individual

                .  Customer profiling techniques

                .  Motivation and why it varies for individuals

                .  Customer learning styles

4.             Management of stress and conflict

                .  Generic conflict resolution techniques

                .  Specific techniques for handling customer complaints

                .  Handling resistance

                .   Recognition of specific types of "difficult" customers and development of techniques to deal with same

                .  Causes of stress and techniques for its reduction

5.             Presentation skills

                .  Organization of material

                .  Effective presentation techniques

                .  Audience assessment

6.             Management of meetings

                .  How to effectively organize meetings

                .  How to be an effective participant at meetings

7.             Ethics as they relate to the financial industry with an emphasis on privacy codes.