The Importance Of Communication In Commercial Banking

2433 Words 10 Pages
From my experience in commercial banking, I believe communicating effectively with other employees is vital to being successful. I believe my time within ASB has defiantly helped me with my communication skills within a professional setting. For example I now have gained:
• The knowledge of my area of expertise and how I can add value to my colleagues and clients- I have developed comprehensive knowledge of the systems and tools at ASB to complete my day to day tasks. I have also learnt a lot of people skills and how to impact clients in a positive way. This was learnt through my workshops with professionals in my organisation, where I was taught how to present myself and talk with the correct use of body language.
• Asking effective questions
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(Edgar H, 2010). Moreover Samson, & Daft (2015) explain performance as a fulfilment of a task or process. (Samson, & Daft, 2015).Organisational performance is defined as an analysis of an organisations objectives and goals as compared to their financial performance, shareholder value performance and market performance. (Waggoner, Neely, & Kennerley, …show more content…
Although a lot of staff are driven by commission and bonuses, this isn’t the case for the ASB culture among staff. For example, all staff at ASB refer their business to other staff if they believe they are not the best fit for the job. A key example of this was when a client requested a loan through the ASB loans team, the client also asked for general insurances. The ASB loans team could have processed the client’s general insurance as well as the loan and receive higher commission, however they knew that the insurance team would have given more specialised advice. By getting better specialised advice, the client was able to make a more accurate decision around what general insurances best fit his needs. This increases the organisational performance as each customer is consistently receiving the best specialist advice possible. In relation to ASB’s culture and staff engagement, Brown, Chhend, Melian, Parker, & Solow (2015) discusses organisations that create a culture defined by meaningful work, job and organisational fit and deep employee engagement will likely have a successful culture. (Brown, Chheng, Melian, Parker, & Solow, 2015). This is reflected in ASB’s staff engagement and satisfaction survey with ASB. This survey is completed annually by each staff at ASB. In appendix 1 you can see

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