Once the vision was clarified, the next step was to speak with several of the relationship managers directly. Through these conversations Consensus was able to learn which situations were most challenging for the target population, and which skills were most in need of strengthening.
After conducting the needs-assessment, Consensus custom designed a syllabus to address those needs. The customization process included the creation of several case studies, drawn from the client’s actual examples, which allowed the participants to practice applying the concepts in their own, real-life context.
- Leadership reports a marked improvement in deal terms, as well as fewer escalation of matters by clients.
- Relationship managers report having better relationships with their clients.
- The group reports improved communication within the team and with other divisions within the bank.