1. Kingfisher Communication Overview Document prepared by Steve Parton Kingfisher Communication Effective Communication Specialists

5. Maximising Value – Our Approach Needs Analysis Solution Development Programme Review Establish and confirm management expectations Conduct research and Communication audit Determine specific skills development priorities Determine skills development objectives Develop appropriate development model for pilot programme Develop measurement criteria (if required) Present findings to management for sign off Communicate to group Possible Approach Skills Development Programme: Pitching for Success Advanced Presentation Skills Group Session One-to-One Coaching Present findings and recommendations DBS feedback - effectiveness and suitability of approach Assess outcomes Conduct 3/6 month review

9. Presentation Skills Issue The team needed to maximise the impact on their clients when positioning their product range in order to increase the amount of business converted as a consequence of their meetings Solution Skills development programme developed aimed at increasing participants confidence, the clarity of their messages, the flexibility in their approach and their ability to present their solutions persuasively Outcome Increased confidence, clarity and persuasion Enhanced delivery skills (i.e. eye contact, use of voice and appropriate body language) More comfortable interaction with visual aids/supporting material Greater relevance in client material “ I know you have been successful, people are using your processes and language around the offices, and have much greater focus on our clients” – Head of Regional Bank “ I put the new skills into practise every time I present to clients. our approach is now much simpler and more direct” – Team leader

10. Pitch Consulting Issue The team needed to improve their success ratio Solution Developed programme to increase persuasiveness of communication in competitive pitches using live business opportunities Account planning with simple process to manage opportunity Audit of marketing communication to align with face-to-face communication Simple process to quickly organise and tailor messages Coaching on live opportunity Development of an ‘evidence bank’ to increase persuasiveness Outcome Better understanding of organisations strengths and weaknesses relative to each new business opportunity Opportunities tracked and learning captured and shared Communication plan with realigned messaging agreed with marketing manager “ Our pitches are much better organised and we are now able to identify and focus on the real issues” – Pitch Leader

11. Sales Skills Issue The bank needed to develop more meaningful and lasting client relationships to gain a deeper understanding and focus on the client’s needs, and display a greater level of confidence when interacting with clients Solution Worked across all 15 divisions of the bank at the highest level in order to design a programme to provide a better understanding of the client needs and values, improved questioning and listening skills. Simple process to quickly organise and tailor messages Outcome Increased ability to identify and exploit client values Greater focus on client issues More successful and meaningful client relationships Greater control, confidence and flexibility when presenting More relevance in pitch-books “ I look at, and listen to my clients in a completely different way now – it is amazing what clues they give even politely” – VP Energy and Power “ We now make a much greater effort to make things clearer for our clients” – MD Syndicated Finance

12. Effective Communication Issue Internal communications to improve quality of pitch-books, currently 13-20 drafts per pitch-book. Desk top publishing costs of £500,000 to £600,000 per month. Low morale within associates and analysts Solution Designed a bottom-up solution focusing on improving internal communication effectiveness between senior bankers and associates and analysts Outcome Less drafts of pitch-books – improved productivity Pitch-books addressing client’s values More focused briefings Improved communication skills “ People tend to recycle these books – though perhaps for not much longer” – Senior Associate

13. Contact Details If you would like any additional information or would like to discuss a communication issue please contact: Steve Parton Managing Director Kingfisher Communication Effective Communication Specialists [email_address] 0118 971 3349 (Office) 07979 691007 (Mobile)