Handling Challenging Conversations with the Private Banking Client

In-person teaching Classroom
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This “Handling Challenging Conversations with the Private Banking Client “course will provide you with the skills needed to have difficult client conversations around performance, fee or service challenges. You will be introduced to structures and case studies that will allow you to approach your next challenging client conversations with confidence.


This course is suitable for private bankers, wealth managers, relationship managers, assistant relationship managers and premier bankers.

Learning Outcomes

By the end of this course participants will be able to:​

  • Create common interest statements with clients​
  • Influence clients from disappointment, to acceptance and then to forward planning
  • Deal effectively with emotionally charged situations

Course Content

  • Understanding that being technically correct doesn’t mean you are persuasive​
  • The importance of de-escalation before you try to influence​
  • Getting to the source of your client’s concern​
  • Winning back the relationship after client disappointment


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of a cohort was promoted within 2 years after participating in an Alpha course.


of participants felt more confident in their role, following an Alpha commercial leadership course.

Why study with Alpha?

Innovation and creativity born from experience

We are thought leaders in instructional and learning journey design and holistic solution architects. We have extensive finance and investments experience combined with skills application to deliver performance improving results. We develop immersive learning environments that maximize time to productivity, support talent retention and added value to improving quality of hires.

Knowledge Exchange Evangelists

We are focused on mining the embedded organisational intellectual capital for the benefit of the next generation. We create and curate best in class practice gathered from our experience with the leading financial institutions. We design our programmes with the end in mind – what results are you trying to achieve with this intervention? What metrics will we set ourselves to achieve that?

Generation Proof

Quality and innovation, using current market and industry best practices, have made us a trusted partner in delivering dynamic and motivating training for the financial and capital markets. Our programmes are generation proof and responsive to evolving learner needs and styles. Our solutions use a multi-stakeholder engagement strategy that expands beyond relationships between the learner and learning provider. We create connections with managers, peers and the wider business to drive impactful return on investment..

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The team are so friendly and pleasant to work with, everyone is very professional and keen to help us. Building a relationship over the past couple of years helps us to feel like the Alpha team are even more able to understand our needs and provide more proactive solutions.
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