Introduction

Module 12 - Communicating with Pension Scheme Members Seeking Guidance

In this module we will look at some ideas on how to communicate better with members. 

At the end of this topic you will be able to:At the end of this topic you will be able to:

• Recognise barriers, be clear and concise and apply emotional intelligence to communicate effectively with members. 
• Explain the different stages of listening and implement them when talking to members. 
• Describe the different types of questions in the question funnel and understand when they should be used. 
• Respond sensitively to complaints by letter or phone. 

In this module we will look at different communication skills and some hints and tips to help you improve the way you communicate with members.