You're a banker navigating risk communication. How can you inform customers without sparking fear or doubt?

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Navigating risk communication in banking is akin to walking a tightrope. You, as a banker, must balance the need for transparency with the potential for causing unnecessary alarm. Your role is to educate customers on potential risks without inciting panic. This delicate task requires a blend of honesty, empathy, and strategic communication. By providing information in a clear and reassuring manner, you empower your clients to make informed decisions. It's about fostering trust through open dialogue, ensuring that your customers feel supported and knowledgeable about the risks and safeguards associated with their financial decisions.

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Simon Brookes

Finance & Risk Leader ?? Business Partner??Strategy ?? Transformation?? Projects ?? Governance
Cecep Yuslim Fahri, SE. CLI? CIAP? CFIP?

???? ?? An Auditor that aim to enhance and protect organizational value by providing risk-based, objective assurance…
Edward L. Willis, Sr.

Management Consultant, Strategic Financial Solutions

1 Understand Risk

Understanding risk is fundamental before you can effectively communicate it. Risks in banking typically involve the possibility of financial loss, fraud, or market volatility. As a customer, you should be aware that risk is inherent in almost all financial activities, but it is managed through various strategies and regulatory frameworks. Banks use risk assessments to identify potential issues and mitigate them before they affect customers. By grasping these concepts, you can better appreciate the measures in place to protect your interests and the importance of staying informed about the risks associated with your financial choices.

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2 Clear Messaging

Clear messaging is crucial when discussing risk. Use plain language to describe potential issues and avoid jargon that may confuse or overwhelm. As a customer, you deserve to understand the implications of your financial decisions without needing a dictionary. By keeping explanations straightforward, bankers can foster a sense of confidence and control, ensuring that you are equipped with the knowledge to navigate the financial landscape without undue stress.

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Simon Brookes

Finance & Risk Leader ?? Business Partner??Strategy ?? Transformation?? Projects ?? Governance
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Clear messaging is key. Talk to the issue. Don't skirt around it, or flood the zone with jargon or waffle, as that's not going to build trust, it will only leave stakeholders treating you like yet another type of character who is avoiding the issue - which you are! Recognise the issue, the challenge, the situation. Acknowledge it. Assure your audience you have it in your sights. Then address the key points, or critical issues, and highlight the key steps, or actions you are taking to address them. Keep it simple. You'll be coming back to it soon enough anyway, and can build on it then.

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3 Positive Framing

Positive framing can significantly impact how risk information is received. Instead of focusing solely on the negative possibilities, highlight the steps taken to manage and mitigate risks. This approach reassures you that while risks exist, they are being actively addressed. It's not about downplaying the dangers but rather about emphasizing the solutions and safeguards in place to protect your financial well-being.

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Cecep Yuslim Fahri, SE. CLI? CIAP? CFIP?

???? ?? An Auditor that aim to enhance and protect organizational value by providing risk-based, objective assurance, advice, and insight | Process Improvement | SOX | JSOX | ICoFR | GRC | Fraud Investigator |
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This positif framing will lead to many possibilities of building more trust from customer in additions of solving the main issue immediately. Bring ease to customer that the issue handle professionally and concise.

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4 Consistent Updates

Consistent updates are vital in maintaining trust. Regularly informing customers about changes in risk profiles and protective measures keeps you in the loop and prevents the shock of sudden bad news. These updates can be part of routine communications, such as account statements or newsletters, ensuring that you are always up-to-date with the latest information regarding the safety of your assets and the health of the financial environment.

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Edward L. Willis, Sr.

Management Consultant, Strategic Financial Solutions
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This is where “Relationship Manager” truly becomes operative and relevant. Communication is essential yet subordinate to whether you have the ear and confidence of customers. Words are important but the faith in the communicator of words is paramount in working through any adversity.

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5 Empathetic Approach

An empathetic approach is key to effective risk communication. Recognize that discussions about risk can be anxiety-inducing. By showing understanding and addressing concerns with compassion, bankers can alleviate fears. It's about creating a supportive environment where you feel comfortable discussing worries and questions, knowing that your emotional response to risk is acknowledged and respected.

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6 Proactive Education

Proactive education is a powerful tool in risk communication. Offering workshops or resources on financial literacy and risk management empowers you to take charge of your financial health. By understanding the broader economic landscape and the tools at your disposal, you can approach banking with confidence and peace of mind, knowing that you are well-informed and prepared for the risks ahead.

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You're a banker navigating risk communication. How can you inform customers without sparking fear or doubt?

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3

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1 Understand Risk

2 Clear Messaging

3 Positive Framing

4 Consistent Updates

5 Empathetic Approach

6 Proactive Education

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