Design & Development Detailed-Level Design (DLD) Document · 2018. 9. 11. · Design & Development Detailed-Level Design (DLD) Document Project Title: GPB Account Team Curriculum

Design & Development Detailed-Level Design (DLD) Document

Project Title: GPB Account Team Curriculum

Service Request ID: Click here to enter SR #.

Project ID: Click here to enter Project ID #

Prepared By: Paul Stephenson, DeNeatha Woods

Date: Click here to select Prepared Date.

Version Number: 0.4

[Click here to enter Project ID #] Detailed-Level Design Document

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DOCUMENT CONTROL Revision history

Date Version Status Prepared by Comments

8/8/2014 0.1 Draft P. Stephenson, D. Woods




9/4/2014 1.0 Final P. Stephenson, D. Woods

Document Reviewers

Role Name

GP Project Director Butler Newman

GP Project Manager Mike Bray

GP Lead Reviewer Greg Long

XXXX Project Lead Tim Price

XXXX Education Dewanna Graham

XXXX SME Katie Danby

XXXX SME Paul O’Donnell

XXXX SME Patrick Campion

XXXX SME Chris Marquis

XXXX SME Nadine Moser

XXXX SME Lionel Kwok

Risk Nicki Fulford

Compliance FCC Tracy Paradise

Compliance RC Joanna Thompson

Compliance Education Isael Paz

Global Standards Mariza Fotiou

DLD Document Approvers

Role Name Sign-off date

GP Project Director Butler Newman

XXXX Project Lead Tim Price

Project Documentation

Document Name and location

Detailed Level Design XXXX DLDesign DH v0.4


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TABLE OF CONTENTS A. Purpose ............................................................................................................................. 4

B. Learning Solution Executive Summary ........................................................................... 5

C. Objectives Overview ......................................................................................................... 6

Performance Outcomes .................................................................................................. 6

Learning Objectives ........................................................................................................ 6

D. Learning Solution Design Treatment Outline .................................................................. 8

High Level Outline .......................................................................................................... 8

Module 1 Desk Head Role Overview ........................................................................ 9

Module 2 Strategy, plans and metrics for overall team .............................................10

Module 3 High performing RM teams with growing AUM due to Desk Head coaching and support..............................................................................................................13

Module 4 FCC and RC embedded in all team actions ..............................................16

Module 5 New team members hired and effectively on boarded ..............................19

Module 6 Accounts retained following RM resignation .............................................22

Assessment .............................................................................................................24

A. PURPOSE This document facilitates communication and collaboration between GP Strategies and XXXX in order to design an effective learning solution. This document is to ensure clarity of project scope and intent before the development phase begins. The goals of this design document are to describe and confirm:

Appropriateness of learning goals and objectives

Accuracy and relevance of content areas

Appropriateness of content sequence and chunking

Suitability of practice and assessment activities to the objectives

Revised versions of this document will incorporate XXXX and GP feedback. Approval of a final version of this document is targeted 27 August 2014. Approval indicates that the course design is anticipated to meet business and learner needs and that course development based on this design may begin.


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B. LEARNING SOLUTION EXECUTIVE SUMMARY

Learning Solution Background

Learning Solution Goals

Performance expectations of Global Private Banking Account Team roles have changed in the context of a repositioned business strategy focusing on:

• de-risking of the business

• revised target markets and specific client types

• intragroup client acquisition & GPC

• implementation and upholding of Global Standards.

Further to field based diagnostics and high level design recommendation the GPB Account Team Capability Programme was approved for development by the GPB People Committee in June 2014.

Based on replicable models of top performance from the business, the key goals of the programme are to develop an integrated account team curriculum and workplace tools that will uplift performance against GPB strategic objectives through developing effective:

1. Account team working / operating focus

2. Sales and sales management practices

3. Embedding and leveraging of Global Standards for competitive advantage

4. Desk Head capabilities and role focus on Team leadership, Sales Management & Coaching and Supervision

This learning solution is focused on Goal 4 above, which will directly support achievement of goals 1-3.

Learning Solution Overview

The 2-day seminar will use scenario based exercises to equip the Desk Head to deliver the outcomes modelled through interview and observation of top performing Desk Heads and codified in the Desk Head Role Excellence Profile (REP). There is considerable emphasis placed on raising the level of performance in the area of coaching and, as such, a third day is devoted to working with Desk Heads on coaching techniques in the context of a performance-based model to specifically coach team members to produce high-value outcomes.

It is extremely important that instructors for the 2-day workshop are selected from facilitators experienced in finance, particularly private banking: to lend credibility and senior insights to the subjects being discussed.

Target Audience Desk Heads for XXXX GPB. Will need to keep in mind coverage, as no one office can be left unstaffed. Anticipated number of participants is six to 12.


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Prerequisites As a prerequisite to this seminar, Desk Heads must attend a 2 hour Account Team Overview course.

Assessment Strategy Desk Heads will self-assess against the Performance Outcomes.

Key Design Considerations or Risks

The Desk Head role is key but execution is highly variable across the business. Gaining Sponsor Commitment for a focus of the Desk Head as team leader is a key for success.

Relying on subject matter experts and those familiar with the REP will be essential in assisting with crafting scenario based case studies that is relevant to the Target Audience in each market.

The case studies will be regionally based fictional scenarios that incorporate details to assist learners in drafting strategies, plans, identifying risks, barriers to success and clients. It will also include cross-collaboration with intergroup business.

C. OBJECTIVES OVERVIEW

Performance Outcomes

Strategy, plans and metrics for overall team

High performance RM teams with growing AUM and revenues due to Desk Head coaching and support

FCC and RC embedded in all team actions

New team members hired and effectively on-boarded

Accounts retained following RM resignation

Learning Objectives By the end of this seminar, DHs will be able to:

Create and implement a business strategy and sales approach that aligns with the current market trends, RM team expertise and the GPB strategy that focuses on our clients, our markets, our proposition and how we operate.

Coach RMs to have RM account team members become self-directed, while recognizing the importance of interdependencies between and among teams.

Present compliance requirements as a competitive advantage for their teams and clients.

Effectively recognise and manage risk and ensure compliance.

Coach RMs to effectively create portfolios of clients that align with the business strategy.

Link client relationships to the bank and entire account teams, thereby retaining clients in the event of RM departure.

Create and maintain a strong, up-to-date candidate pipeline to avoid vacancies of critical team roles, then recruit and select candidates for team optimization.

On-board new team members for success and retention.


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Objective Module

1 2 3 4 5 6

Create and implement a business strategy and sales approach that aligns with the current market trends, RM team expertise and the GPB strategy of our clients, our markets, our proposition and how we operate.

X

Help RMs lead and coach their account team members to become self-directed, while recognizing the importance of interdependencies between and among teams.

X

Present compliance as a competitive distinction for their teams and clients.

X

Effectively manage risk and ensure compliance. X

Coach RMs to effectively create portfolios of clients that align with the business strategy.

X

Link client relationships to the bank and entire account teams, thereby retaining clients in the event of RM departure.

X

Create and maintain a strong, up-to-date candidate pipeline to avoid vacancies of critical team roles, then recruit and select candidates for team optimization.

X

On board new team members for success and retention. X


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D. LEARNING SOLUTION DESIGN TREATMENT OUTLINE

High Level Outline

Module 1 Desk Head Role Overview (Instructor Led Training)

1. Welcome 2. Performing with Excellence as a Desk Head 3. Summary

Module 2 Strategy, plans and metrics for overall team

1. Welcome 2. From Business Strategy to Action 3. Launching and Sustaining the Plan 4. Summary

Module 3 High performing RM teams with growing AUM and revenues due to Desk Head coaching and support

1. Welcome 2. Performance-based Coaching 3. Team Engagement and Interdependence 4. Coaching RMs to Effectively Create Portfolios of Clients that Align with Strategy 5. Summary

Module 4 FCC and RC embedded in all team actions

1. Welcome 2. Presenting KYC and CDD as a Value Proposition 3. Compliance as a Competitive Advantage 4. The Desk Head’s Role in Risk Management and Compliance 5. Executing the Role of Risk Gatekeeper 6. Summary

Module 5 Effective Team Recruitment and On-boarding

1. Welcome 2. Managing a Candidate Pipeline 3. Recruiting and Selection for Team Optimization 4. On boarding for Success and Retention 5. Summary

Module 6 Accounts retained following RM resignation

1. Welcome 2. The Account Retention Plan 3. How to Engage the Departing RM in Client Retention 4. Ensuring Client Satisfaction During the Transition 5. Summary


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Module 1 Desk Head Role Overview

Through review and discussion of the DH Role Excellence Profile (REP), this module introduces the key outcomes for top-performing DHs, as well as key tasks and success criteria for performing those tasks.

After completing this module, learners will be able to:

Describe examples of excellent performance and results.

Describe outcomes of value that top-performing DHs produce.

Topic Number & Name

Est. Time

Content Outline (Details of items covered)

Treatment (Content Presentation/ Activities/ Media/ Practice & Feedback)

T1.1: Welcome

2 Min Introduction of the Seminar and module Presentation

T1.2: Performing with Excellence as a Desk Head

30 Min

Key components and characteristics displayed by a successful GPB team

Level setting expectations of each of the team roles

Introduction of case study scenario that will be used to introduce and guide learners through the REP outcomes of:

Strategy, plans and metrics for overall team

High performing RM teams with growing AUM due to Desk Head coaching and support

RC and FCC embedded in all team actions

New team members hired and effectively on-boarded

Accounts retained following RM resignation

Presentation

Small group exercise: Which of the outcomes do you view as your strengths? Which of the outcomes do you view as your weakness?

T1.3: Summary

3 Min Review of topics covered in this module


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Module 2 Strategy, plans and metrics for overall team

Aligning account teams based on market and team distinctions is a critical Desk Head outcome. This module will explore successful practices, tools, and techniques to enable the Desk Head to build a solid desk level business strategy in line with the GPB business strategy (in terms of client segmentation, target markets, the GPB client proposition and the GPB operating model) and align their account teams to it.


Establish a business strategy that is based on capabilities of the RM teams with clearly

defined targets aligned with market drivers.

Create and deploy a deliberate, comprehensive (across clients and products) sales

management approach.

Develop a desk level business plan with AUM and revenue goals and clear actions for

each RM team.

Mobilize each team to establish and communicate targets and leverage their scorecard

to measure/monitor progress and share with overall team.

Support/coach each RM team to implement strategy and collaborate across XXXX lines

of business to accelerate growth and increase the institutionalization of accounts /

intragroup business.


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Topic Number & Name

Est. Time



T2.1: Welcome

2 Min

Introduction of the module Presentation

T2.2: From Business Strategy to Action

REP Key Tasks 1.1, 1.2, 1.3

5 Min

Best practices for aligning and leveraging account teams when building a business strategy

Video from a top performing DH sharing an illustrative anecdote from the field representing an aspect of the importance of how the key tasks supports the desired outcome

10 Min

Strategies for identifying account teams’ strengths and leveraging those strengths

Measures of success for this outcome

Review and discuss top performers best practices and how to apply these to account teams

20 Min

Review components that comprise a successful business strategy, business plan, and sales approach

Case study analysis: How team strengths influence business strategy and business plan, and how local market drivers affect sales approach

10 Min

Introduction of part 1 of the guiding scenario: New Market background. What are the elements of the new market that will help learners draft a business plan for this market

Presentation

20 Min

Ways to lead within and coach toward a comprehensive regional business strategy and sales management approach

Draft a business strategy in light of the scenario presented, market drivers and the GPB strategy of our clients, our markets, our proposition and how we operate

25 Min

Determine how to work with RMs to develop business plans and establish AUM and revenue goals

Small group exercise: Review and use template(s) to draft a business plan; present and defend strategy, plan, and sales approach

5 Min

Components of a successful business plan

Individual exercise: Plan next steps for completing a business plan after training for their team

5 Min

Review the three areas in which communication is key (within the

Presentation


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account team, across account teams, and up the organization)

T2.3: Launching and Sustaining the Plan

REP Key Tasks 1.4, 1.5

15 Min

Describe techniques for facilitating communication in all three sectors so communication and sharing become a natural part of the teams’ cadence

Presentation

30 Min

Identify and practice ways to coach the teams toward establishing targets and optimally using the scorecard

Group exercise: Scenario-based coaching situations where learners adopt team member roles for DHs to practice Performance-based coaching. Demonstrated solutions; identify when and how key coaching methods can and should be used

30 Min

Identify metrics for success for each team

Create a list of expectations for monitoring progress against goals

Small group exercise: Review and use template to draft a coaching and support plan; present and defend plan

10 Min

Determine strategies for creating an environment for collaboration among the account team and with intergroup business

Individual exercise: Plan and document next steps for completing final coaching and support plan after training

T2.4: Summary

3 Min

Review of topics covered in this module


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Module 3 High performing RM teams with growing AUM and revenues due to Desk Head coaching and support

This module builds on the foundation laid in the Effective Performance-based Coaching session. Learners will explore the value of coaching in leveraging performance and apply coaching skills practice to real-world scenarios. Group discussions and exercises will seek to identify and remove barriers to allow teams to achieve top performance. There is an emphasis throughout the session on collaboration and teamwork needed to achieve success.


Work with RM teams to develop, monitor and maintain actionable account plans and

strong pipelines

Encourage RMs and team to provide ‘idea flow’ based on XXXX’s strategy across

client-appropriate offerings, intergroup business and leveraging the whole bank.

Coach teams to position compliance/KYC/CDD with clients as mutually beneficial tool

for strengthening their portfolio and de-risking investments

Coach RMs to segment accounts appropriately to ensure high levels of service and to

maintain a portfolio aligned with the RMs strategy

Establish highly engaged and knowledgeable work team that maximizes RM and team

productivity and efficiency with optimal RM client contact time.

Ensure retention of key team members, especially the RM and CSE, to ensure

continuity of client service and KYC.

Support RMs in developing a portfolio of clients that aligns with target markets and

approach by leveraging overall team strategy and competitive positioning

Support RMs in establishing external network and referrals

Ensure prospects align with growth strategy and identify potential risk, including

reputational risk


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Topic Number & Name

Est. Time



T3.1: Welcome

2 Min Introduction of the module Presentation

T3.2: Performance-based Coaching

REP Key Tasks 2.1,2.3,2.4

10 Min

Summarize key learnings from Effective Performance-Based Coaching Strategies course

Presentation

15 Min

Explore and discuss the value of coaching at the bank

Discuss the value of coaching at the bank including how it pertains to high-performing teams and satisfied clients

40 Min

Introduction of part 2 of the case study scenario: Applying lessons learned from the Performance-based coaching

Group exercise: Scenario-based coaching situations where learners adopt team member roles for DHs to practice Performance-based coaching and demonstrated solutions. Based upon the information found in the case study, how will you coach your team for success?

30 Min

Describe how to use the coaching guide and apply successful practices

Small group exercise: Review and use the template to draft a personal Coaching Action Plan for RM teams

10 Min

Define the value you will add as a coach in the context of the Desk Head role

Individual exercise: Plan and document next steps for completing final Coaching Action plan after training

T3.3: Team Engagement and Inter-dependence


30 Min

Discuss how to work with RMs to match strategy and plan with desirable characteristics for team members

Group exercise: Scenario-based coaching situations where learners adopt RM roles for DHs to practice Performance-based coaching and demonstrated solutions. How will you (RM) determine your team members? What’s your plan?

105 Min

Explore the concept of “idea flow” based on XXXX’s strategy across client-appropriate offerings and how to coach RM teams to best provide it

Discuss the characteristics of highly engaged and knowledgeable work teams that maximize productivity.

Determine internal and external individual and team motivators

10 Min

Describe the criticality of team interdependence

Presentation

Discuss the importance retention of key team members has on the team


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30 Min

Articulate why team retention is important to client continuity and KYC

Small group exercise: Review the case study and the template. Then use the template to draft a team retention plan

Individual exercise: Plan and document next steps for supporting team retention after training

15 Min

Describe how to actively support the coaching relationship between RMs and their teams; practice providing feedback about observations related to RM teams

Describe potential barriers to individual and team performance and interdependence

Group exercise: Using the case study scenario, brainstorm potential barriers to team performance and interdependence and possible solutions

T3.4: Coaching RMs to Effectively Create Portfolios of Clients that Align with Strategy


10 Min

Key trends identified from client satisfaction reviews; explore how DHs can identify and assist teams to replicate behaviours that exceed expectations

Presentation

10 Min

Describe the difference between “owning” these three topics (Performance-based Coaching, Team Engagement and Interdependence and Coaching RMs to Effectively Create Portfolios of Clients that Align with Strategy) and coaching the RM toward performance of these three topics

Discuss differences between “owning”(doing yourself) and coaching RM tasks

10 Min

Review strategy drafted in previous module

Discuss the DH role in setting up a business/team strategy in support of case study scenario; aligning teams to focus areas; and supporting RMs in pursuing clients that align with their team focus area

30 Min

Apply skills practiced during Performance-Based Coaching to each of the three tasks in this module

Group exercise: Scenario-based coaching situations and demonstrated solutions for asking for and gaining quality referrals for clients outlined in the case study scenario

T3.5: Summary

3 Min Review of topics covered in this module


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Module 4 FCC and RC embedded in all team actions

In this module Desk Heads will focus on their role in risk management and compliance. Through discussion and group exercises, they will consider their role as a risk gatekeeper and will brain storm strategies for ensuring proactive compliance across the entire system. They will also assess how to implement an appropriate risk management plan.


Use Compliance/KYC as competitive differentiator

Ensure that compliance is infused across the entire team and throughout all processes

and is not done retroactively

Serve as ‘risk gatekeeper’ for RM teams that report to the Desk Head

Establish proactive engagement with Risk and Compliance professionals, raising issues

and requesting guidance if there are questions about a potential client

Ensure Regulatory Compliance (RC) within the bank’s stated risk tolerance

Ensure Financial Crime Compliance (FCC) within the bank’s stated risk tolerance

Continually reassess the operational risk in the business and each RM team to

minimize exposure to fraud and losses


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Topic Number & Name

Est. Time



T4.1: Welcome

2 Min Introduction of the module Presentation

T4.2: Presenting KYC as a Value Proposition REP Key Task 3.1

15 Min

Discuss ways KYC processes can be used to enhance client satisfaction

Video presentation (5 Min, top-performing RM discussing positioning of KYC), followed by breakout group discussions

T4.3: Compliance as a Competitive Distinction

REP Key Tasks 3.1

15 Min

Review components of GPB’s compliance and KYC measures as outlined within the CSE AML course

Presentation

15 Min

Articulate how and why GPB’s Compliance and KYC measures set the bank apart from the competition

Small group exercise: Brainstorm why GPB’s Compliance and KYC measures are key differentiators and how they benefit clients

70 Min

Prepare to coach team members to convey the talking points

Draft key talking points and next steps for conveying this distinction to the team and to clients

Individual exercise: Develop a personal pitch for conveying Compliance and KYC measures as key differentiators to the team

Group exercise: Present and discuss pitches and suggest improvements

15 Min

Debrief personal pitch exercise Discuss objections from clients or RMs and coaching strategies to use to overcome them

Individual exercise: Plan and document next steps for implementing differentiator pitch

T4.4: The Desk Head’s

5 Min Define what it means to be the “risk gatekeeper”

An illustrative anecdote from the field


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Role in Risk Management and Compliance

REP Key Tasks 3.3,3.4

10 Min

Review of the Desk Head’s role and responsibilities as “risk gatekeeper”

Discuss how to handle relevant bank gatekeeping situations, including examples from Desk Head’s own work experiences in this area

10 Min

Discuss at a high level the Desk Head’s role in owning sales and advice quality; balancing risk and growth; ensuring team’s CPD and certifications are updated; assessing risk; and being ultimately accountable for all actions of the team

Group exercise: Discuss example(s) of the types of situations that a Desk Head faces as “risk gatekeeper” and demonstrate appropriate responses

10 Min

Describe the role of the Compliance Office; how to successfully engage with the office; how to seek guidance; and how to report and escalate risks

Discuss successful practices for engaging with the office

T4.5: Executing the Role of Risk Gatekeeper

REP Key Tasks 3.2, 3.5, 3.6, 3.7

5 Min Describe the value of independent reporting relationships in maintaining financial compliance

An illustrative anecdote from the field

20 Min

Build a plan for how each role in the account team contributes to the XXXX practice of multiple lines of defence against fraud.

Using the case study scenario, discuss the potential risks associated with the scenario and the contribution of each team role in defence against these risks (What are the expectations for each role in risk and compliance?)

T4.6: Summary

3 min Review topics covered in module


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Module 5 New team members hired and effectively on boarded

The ability to identify, attract and recruit top-performing candidates is a key skill. In this module Desk Heads will focus on creating and managing a candidate pipeline and recruiting and selecting for team optimization. The next step is to insure that new hires are effectively on-boarded and contribute to the wider team. The module will be facilitated by group discussion and sharing of successful practices.


Establish and maintain a candidate pipeline

Confirm leadership support for adding/filling position

Open position and begin recruiting process

Screen qualified candidates

Establish interview process and identify who will participate

Based on interviews, make hiring decisions

Arrange for new employee setup

If appropriate, assign a peer mentor and monitor progress


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Topic Number & Name

Est. Time



T5.1: Welcome

2 Min Introduction of module Presentation

T5.2: Managing a Candidate Pipeline

REP Key Task 4.1

10 Min

Identify external and internal resources for pipeline development

Review existing resources

Small group discussion: Using lateral thinking, discuss where you can recruit talented candidates that have the ingredients to be a successful RM; share with the class

20 Min

Practice using the ‘pipeline tool’ for sourcing and managing potential candidates

Group exercise: Experiential activity to gain exposure to the pipeline tool

Individual exercise: Begin customizing the tool

T5.3: Recruiting and Selection for Team Optimization

REP Key Tasks 4.2, 4.3, 4.4, 4.5, 4.6, 4.7

5 Min Assessing your team and identifying candidates that complement and add to existing RM team

Discuss benefits of sound recruitment and selection

5 Min Review internal recruitment and hiring processes/procedures

Describe the internal process for gaining approvals and initiating recruitment

Presentation

5 Min Review legal mandates Discuss legal sensitivities related to the hiring process

10 Min

Describe successful practices for screening, developing the interview approach, and conducting an interview

Practice developing sound interview questions and assessing candidates

Group exercise: Develop a list of sound interview questions and assess candidates

5 Min Describe internal process for extending an offer and acquiring employee’s necessary OTJ resources

Presentation

T5.4: Onboarding for Success and

10 Min

Discuss benefits of proper on-boarding

Group exercise: create an on-boarding checklist

15 Review of research regarding the relationship between

Group exercise: Develop a draft plan for communicating expectations and


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Retention


Min proper on boarding and retention

establishing an action plan

10 Min

Explain how to determine whether mentoring is needed

Discuss how to determine whether mentoring is needed

Discuss how to incorporate the Performance-based Outcomes into the on-boarding process

T5.5: Summary

3 Min Review topics covered in this module


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Module 6 Accounts retained following RM resignation

Institutionalizing the client relationship is key to retaining accounts when a RM departs. This module concentrates on formulating a solid plan aimed at client satisfaction and loyalty to the bank. Group discussion will focus on how to engage the departing RM and facilitate a smooth transition to the new team member.


Proactively develop an account retention plan/model in anticipation of future

resignations/retirements

Understand how to engage the departing RM to support client retention

Openly discuss importance of XXXX retaining clients/accounts and value of

collaborative approach to RM’s departure

Establish joint meetings (Desk Head and RM) with all clients to discuss departure and

ability of XXXX to continue to provide high level of service

Identify and respond to client concerns during the meeting and with appropriate follow-

up


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Topic Number & Name

Est. Time



T6.1: Welcome

2 Min Introduction to the module Presentation

T6.2: The Account Retention Plan

REP Key Task 5.1

15 Min

Determine how to gather ongoing qualitative and quantitative analysis of client satisfaction as a means for anticipating retention vulnerability

Video from a top performing DH sharing an illustrative anecdote from the field representing an aspect of the importance of how the key tasks supports the desired outcome

Discuss strategies for monitoring client satisfaction as a means for anticipating account retention vulnerability

10 Min

Articulate the account team’s value-added service model; learn how to infuse this value in every client interaction and make it part of the client experience

Small group exercise: Brainstorm strategies for when and how to apply the value-added service model to increase client satisfaction and loyalty

10 Min

Identify ways to assess/evaluate the breadth of client relationships across the account team as a means for determining if relationships need to be broadened

Discuss strategies for determining the breadth of client relationships across the team

10 Min

Identify components of a client retention plan, including Investment Counsellors and Credit Advisors and senior management as appropriate in the plan.

Group exercise: Develop a draft account retention plan for each account team using the template

T6.3: How to Engage the Departing RM to Support Client Retention


10 Min

Identify a list of expectations

Discuss the desired outcomes for an orderly transition and how to set and enforce associated expectations

5 Min Describe how to use the step-by-step job aid. This job aid is critical to preventing RMs from taking clients with them when they leave.

Presentation

10 Min

Practice the conversation with peer participants

Group exercise: Scenario-based situations and demonstrated solutions

T6.4: 5 Min Develop standard approach to An illustrative anecdote from the


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Ensuring Client Satisfaction During the Transition


reaffirming the account team’s dedication to the client

field

25 Min

Create a list of techniques for probing for and responding to client concerns around RM transition

Group exercise: Brainstorm a list of techniques for probing for and responding to client concerns

Individual exercise: Document action plan for maintaining high-touch contact with client during transition using the template

T6.5: Summary

3 Min Review topic covered in this module

Assessment

To ascertain progress towards performance outcomes Desks Heads will be asked to self-assess their competencies towards these outcomes throughout the workshop. This self-assessment will be specifically asked at both the beginning and at the end of the workshop. This will help to re-enforce lessons learned and highlight areas for improvement towards the outcomes.

Additionally, faculty will integrate feedback all through the seminar as a resource to help Desk Heads with their self-assessments. On-going feedback on Desk Head performance towards the outcomes will also be provided by their supervisors.

Documents

Design & Development Detailed-Level Design (DLD) Document · 2018. 9. 11. · Design & Development Detailed-Level Design (DLD) Document Project Title: GPB Account Team Curriculum