The document discusses an approach for maximizing income through effective relationship management. It involves a program that takes individuals and teams through real-life simulations, networking opportunities, and coaching to develop commercial focus, successful meeting skills, and internal cohesion. The goal is to produce people who are more confident, focused on clients, and able to work together as a team to drive business opportunities and outcomes.

1. Unlocking Potential
Maximising income by changing behaviours

2. Unlocking Potential…Why?
In today‟s market, there is a pressing need to maximise income

through the most effective use of resources
Key to this is the ability of your people to maximise income from

existing and new relationships
Our programme takes them on a challenging journey to develop

their commercial focus – both as individuals and in teams
We work as partners with you to tailor the programme to meet your

strategic and tactical needs
Our capability is based on over 50 years international experience in

coaching, mentoring and training in the business world

3. What is your firm looking for?
Build closer
Improve
relationships,
effectiveness of client
confidence and trust
contacts at the
with new and existing
decision-making level
clients
Generation of new
and incremental
Develop individuals
Identify revenue
revenues
commited to work in
opportunities through
relationship-building
these closer
teams across functions Maximum impact of
relationships
and cultures existing people and
resources
Improve competitve
Drive internal change
„hit rate‟ through
to promote
“recession-busting” enhanced meeting,
pitch and
focus on client
presentational skills
opportunities

4. Sound familiar?
How well does the firm optimise the
How do I stir up, focus
“eyes and ears” of all our people
Who do I look to in our firm
and regalvanise our
for new business involved in the delivery of products
people?
opportunities and new and services to our clients?
income?
How good are our sales
How many strive to improve
people at sniffing out new
the client relationship and
business and building on
How conscious are our
take it to a higher level?
existing client relationships?
people of the benefits of
„selling‟ internally as well
as externally?
Do my people have that
“spark” that will differentiate
How clearly do they get our firm and drive a closer
across what the firm can relationship?
How well do our people understand do for the client?
the pressures on our clients in today‟s
world, and the challenges to improve
efficiencies and reduce costs? How well do our people
work together as a team
in front of the client?
How good are their
interpersonal and
How many can hold their own
presentation skills?
in a client meeting and defend
the proposition and price?

5. What sort of people do you want?
More confident and “savvy” people in More focused and capable of
 
dealing with clients identifying and probing for new
business
More disciplined in managing and

More skilled listeners
building client relationships 
More ambition to understand clients‟ More aspirational in achieving a
 
needs higher level of relationship contact
More competent in working in cross- More coherent, functional and
 
enduring teams – all pointing in the
functional/cultural teams
same direction of meeting client needs
More pride in their firm‟s capability to

provide and deliver solutions More assertive in defending price

More motivated to “pitch” for their firm
More command of the personal and
 
presentational skills needed to be a outside their own specific area of
success in creating better expertise
relationships and increasing business

6. What has been your experience?
Simulations,
Sales training
scenarios,
Team-building
role-plays
days
Networking and
relationship
Leadership
Pitch and training
away-days
presentation
training
Off-sites
Psychometric
profiling
Cultural
Personal awareness
coaching training
They all have their place…

7. How do we drive your outcomes?
External „client‟
Two full-time
facilitators each with introduced for final
25 years professional exercise to enhance
servces experience real-life scenario
Interactive exercises
CHALLENGE
Energising mix of
in large and small
theory, best practice,
FOR groups, tailored for
and real-life
specifc client
CHANGE
experience
situations
Quantified feedback
Flexible, mixed use
to track improvement
of media: slide
through self-critique,
presentations, flip-
peer analysis and
chart, role-plays etc.
panel diagnostics

8. Sample itinerary
Half-day group sessions (9-15 delegates) Individual/small group coaching
WEEK 1 WEEK 5 WEEK 9 WEEK 14 WEEK ??
WEEK 10
SESSION 1 SESSION 2 SESSION 3
COACHING COACHING COACHING
Building Putting Skills Delivering as
1 2 3
Relationships into Practice a Team
Accelerator phase Cruise control

9. Sample content
Putting Skills Delivering
Building
into Practice as a Team
Relationships
• Guidance and techniques
• Techniques for planning
• Understanding the
for delivering high impact
and running successful
importance and
presentations
client meetings
principles of networking
and relationship building • In-context meeting
• Teams challenged
scenario with
against specific
• Behaviours at first
presentation to „external‟
objectives in two
meetings, including
client
simulated meeeting
„elevator‟ pitches
scenarios, including • Teams challenged to
• Building questioning and “reverse reality” deliver against specific
listening skills
• Observation and business objective
• Interactive exercises for feedback • Assessment of learning
individuals, small groups
• Tools on how to experience
and whole team
structure presentation for • „Letter of Commitment „ o
• Introduction to feedback Session 3 new behaviours
techniques to support
• „Homework‟ set to
mutual development
prepare for Session 3

10. No feedback, no development…
1 2 3 4 5 Area of Assessment
Introductions: Were greetings warm and personable? Business cards exchanged?
Social Icebreaker: Was an effort made to engage on personal topics?
Responsibilities: Was each person’s role and responsibilities explained?
Agenda: Was an agenda outlined or formalised? If so, how well followed?
Elevator Pitch: How effective? Did it mean anything to you? Help understanding?
Listening: Did they give you time to explain your challenges? Did they understand?
Probing: Did they drill down? Did they recognise buying signals?
Needs Recognition: How well did they identify your main requirements?
Solutions: How well did they align their potential solutions to your needs?
Innovation: How unique and visionary were their proposed solutions?
Assertiveness: How strongly did they seek your support to their proposals?
Attentiveness: Did their body language indicate they were interested in you?
Courtesy: What was their general level of politeness?
Time Management: Did they stick to the clock/agenda? How balanced?
Closing: How well did they summarise and close the meeting?
Result: Did they push for business? Proof of concept? Trial? Next meeting?
Relationship: How well did they build a relationship / rapport?
Next Meeting: Would you WANT to meet them again?
Recommendation: Would you be happy to recommend them up the line?

11. An integrated approach
Maximising income through effective relationship management
Real-life simulations Networking for life Commercial focus
Performing under pressure Successful meetings Team-building
Multi-level feedback Listening & probing A common language
Ongoing coaching High-impact presentations Internal cohesion
Mixed use of media Achieving results Cultural awareness
Methodology KeyTopics Themes & Outcomes

12. Who should take the journey?
Line management
Management
Managers responsible for delivery of products, services, projects
Senior relationship directors
Sales
Senior and junior sales managers
Technical experts involved in delivery and maintenance of client
services
Support
Support staff involved in delivery and maintenance of client
relationships

13. How is this programme different?
Goes beyond the “theory”
Provides pressure situations in gruelling
simulations in real business scenarios
Reinforces best practice through real examples
and interactive exercises
Breaks taboos and undoes bad habits
Challenges participants to listen and interpret
reactions and signals
Forces participants to think creatively
Forges internal team spirit and cohesion

14. Learning through personal experience
Recognising my shortcomings
PARTICIPANT
Operating outside my comfort zone
Rebuilding my approach to client relationships
CLIENT
Putting myself squarely in the shoes of the client
Being more assertive in asking for business
Dealing with stress and tension in difficult meetings
Making myself more personable in business situations
Appreciating the benefits of working as a team
Challenge for change in attitude and behaviour

15. Examples of changing behaviours
“I am going to get all my people to
be more prepared before client
meetings, researching the latest
“When I get back to the office I am info and having a clear objective on
how they will improve the personal
going to get my sales team
side of the relationship.”
together, along with the support
and delivery teams, and hammer
out new client strategies redefining
everyone‟s role and involvement.” “I need to talk to other
managers dealing with the
“I am going to review how
same client and come up
we reward and incentivate
with a far more glued
our people – not just in
together approach.”
“Despite being on the sales. We have to link
everybody into growing the
technical implementation
client revenue.”
side, I will now go into every
client meeting looking for
new business and ways to
increase the relationship.”
“I am going to identify all
the others in my teams that
could do with a shaking up
and get them on this
course.”

16. Who are we?
Alex has a professional background as a senior executive managing businesses and people across frontiers and cultures with a
strong history of coaching and mentoring both teams and individuals.
He spent over 30 years with Barclays Bank, developing new businesses and turning around underperforming operations in USA, Europe
and UK. He has faced the challenge of roles at director, COO and CEO levels in sales and marketing, product development, finance, IT &
operations and country management and believes passionately in the importance of building team confidence and motivation.
More recently Alex has worked as an adviser for companies in the software solutions, property and wealth management sectors in the UK
and Europe, helping them develop their products and people. He holds a number of directorships and is a regular facilitator and panellist
on seminars and programmes testing the participants’ ability to develop, negotiate and close sales and build commercial relationships.
Alex obtained a degree from Manchester University in Modern Languages and has worked and lived for over 15 years in Spain, France
and Portugal and has a deep understanding of working in a global, multicultural and multilingual environment.
Alex Dyce
07775 552624
alex.dyce@esprima.co.uk
Chris brings to his clients a practical background in business development and a genuine enthusiasm to maximise potential through
training and coaching.
He spent over twenty years working in a variety of functions in the international arm of Barclays Bank and more recently he held the role
of European Director of Marketing and Communications in two leading international law firms, Dewey Ballantine and Orrick, Herrington &
Sutcliffe, coordinating all marketing and business development activities across the firms' European offices.
In his more recent roles in the legal world, Chris has drawn on his experience with Barclays to introduce practical and measurable
solutions to the challenges of developing business in the professional services field, working closely with partners and associates to
develop the skills required to achieve success.
Chris obtained a degree from Cambridge University in Modern Languages and has spent more than ten years living and working in
France, Spain and Italy. His lifelong passion for languages has maintained his fluency in French, Spanish and Italian and he has delivered
Chris Scoble
coaching and training sessions in each of those languages.
07734 908297
chris.scoble@esprima.co.uk