Session covers the UK pensions landscape, key players and scheme types, plus roles, responsibilities, challenges and personas of service providers, trustees and pension scheme professionals, focusing on expectations and common industry pain points.

This module also includes some time with a current chair of trustees, who will provide insight into “the day in the life of a trustee”.

Learning outcomes

• Gain a deeper understanding of the UK pensions landscape
• Developing knowledge of ‘UK pensions language/jargon’
• Personas of trustees and pension scheme professionals to help build rapport and understanding
• Translate the needs of different stakeholders
• Help build confidence when communicating with clients

Session covers relationship building and professional management of meetings and calls, including, preparation, difficult interactions, effective communication, active listening, note taking, and delivering timely follow‑up actions. We will also discuss the effective benefits of networking.

Learning outcomes

• Developing strategic relationships with clients
• Build a structured and strategic mindset when attending meetings
• Develop more structure around communication over Teams/Zoom and the telephone

In this module client relationship managers will enjoy an interactive afternoon with a communication expert designed to advance communication skills, including empathic listening and transactional analysis. This offers practical tools for tailoring responses, managing emotional dynamics, and building trust.

Explores empathetic listening by understanding stakeholder communication needs, applying empathy in technical contexts, using core listening tools, and practising responses that focus on what truly matters to stakeholders.

Learning outcomes:

• Translate understanding of stakeholders into day-to-day communication
• Strengthen ability to handle distressed or high-pressure meetings and calls with calm and clarity
• Listening beneath the surface to meet emotional and informational needs
• Build rapport with different personalities and emotional states
• Foster a culture of professionalism, empathy, and shared communication tools

Session will cover managing interpersonal dynamics using Transactional Analysis, recognising emotional triggers, applying constructive scripts, and using Adult‑to‑Adult communication to improve conversations with trustees and pension professionals.

Learning outcomes:

• Using TA to shift unhelpful dynamics (Parent–Adult–Child model)
• Common emotional triggers and how to address them calmly
• Scripts and phrasing to move conversations forward constructively
• Application to trustee & pension professionals’ tone and expectations

• Opportunity to ask questions and discuss the key learning outcomes. This final session will consolidate the knowledge and skills developed through the course.