Business Banking

Leadership & Influence Skills for Relationship Managers

The programme will strengthen Relationship Managers’ ability to lead customer relationships, influence decisions, coordinate internal teams, and deliver business results. It emphasises leadership through credibility, sound judgement, collaborati

Two daysDuration BeginnerLevel Interactive workshops, banking scenarios, stakeholder role plays, peer feedback, and individual action planning.Learning format 3Modules Bank employeesAcademy learning

About this course

The programme will strengthen Relationship Managers’ ability to lead customer relationships, influence decisions, coordinate internal teams, and deliver business results. It emphasises leadership through credibility, sound judgement, collaboration, and accountability—even where participants have no direct supervisory authority.

Target participants: Relationship Managers, Business Banking Department

Proposed duration: Two days

Delivery approach: Interactive workshops, banking scenarios, stakeholder role plays, peer feedback, and individual action planning.

Proposed venue: I&M Bank Rwanda boardroom

Learning objectives

  • Demonstrate ownership of customer relationships and portfolio priorities.
  • Adapt their communication to customers, colleagues, and senior decision-makers.
  • Influence stakeholders using clear reasoning, relevant evidence, and mutual understanding.
  • Coordinate effectively with Credit, Risk, Operations, Legal, and Product teams.
  • Manage difficult conversations and competing expectations constructively.
  • Present persuasive business recommendations while respecting credit and compliance requirements.
  • Develop a practical plan to improve their leadership and influence at work.

Programme structure

1Day 1: Personal leadership, credibility, and influence
Day 1: Personal leadership, credibility, and influenceMap the leadership responsibilities of an RM across the customer relationship lifecycle.
Self-awareness and leadership styleComplete a guided self-assessment and identify two behaviours to strengthen.
Emotional intelligence and composurePractise responding to a frustrated customer without becoming defensive or making unsupported promises.
Building credibility and trustAnalyse how an RM can rebuild trust after a missed commitment or service failure.
Understanding stakeholders and their prioritiesBuild a stakeholder map for a business customer seeking a new facility.
Influencing without authorityPresent a proposal requiring cooperation from Credit, Operations, and Product teams.
Clear and persuasive communicationDeliver a three-minute recommendation supported by customer information and a clear request.
2Day 2: Collaboration, difficult conversations, and execution
Day 2: Collaboration, difficult conversations, and executionRole-play a conversation with a customer whose requested terms cannot be supported as proposed.
Internal collaboration and constructive challengeResolve a stalled customer request involving several departments.
Negotiation and gaining commitmentNegotiate an achievable implementation timeline with a customer and internal teams.
Conflict management and difficult conversationsConduct a conversation with a colleague following repeated service delays.
Leading through change and uncertaintyPrepare a communication plan for a change affecting business banking customers.
Peer leadership and knowledge sharingFacilitate a short peer discussion on improving customer follow-up or pipeline quality.
Prioritisation and execution disciplineBuild a weekly RM priorities plan and a stakeholder commitment tracker.
Integrated leadership simulation and action planningPresent a coordinated response and develop a personal 60-day leadership improvement plan.

Prerequisites / requirements

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The programme will strengthen Relationship Managers\u2019 ability to lead customer relationships, influence decisions, coordinate internal teams, and deliver business results. It emphasises leadership through credibility, sound judgement, collaboration, and accountability\u2014even where participants have no direct supervisory authority.

Target participants: Relationship Managers, Business Banking Department

Proposed duration: Two days

Delivery approach: Interactive workshops, banking scenarios, stakeholder role plays, peer feedback, and individual action planning.

Proposed venue: I&M Bank Rwanda boardroom"]

Practical outputs

  • A personal leadership reflection worksheet.
  • A customer and internal stakeholder mapping template.
  • An influence conversation preparation guide.
  • A concise business recommendation template.
  • A negotiation and difficult-conversation planner.
  • A stakeholder commitment and follow-up tracker.
  • A weekly priorities planning template.
  • A personal 60-day leadership improvement plan.

Expected outcomes

  • Demonstrate ownership of customer relationships and portfolio priorities.
  • Adapt their communication to customers, colleagues, and senior decision-makers.
  • Influence stakeholders using clear reasoning, relevant evidence, and mutual understanding.
  • Coordinate effectively with Credit, Risk, Operations, Legal, and Product teams.
  • Manage difficult conversations and competing expectations constructively.
  • Present persuasive business recommendations while respecting credit and compliance requirements.
  • Develop a practical plan to improve their leadership and influence at work.

Detailed programme information

Training content, practical exercises and delivery arrangements

Programme OverviewPurpose and target participants

The programme will strengthen Relationship Managers’ ability to lead customer relationships, influence decisions, coordinate internal teams, and deliver business results. It emphasises leadership through credibility, sound judgement, collaboration, and accountability—even where participants have no direct supervisory authority.

Target participants: Relationship Managers, Business Banking Department

Proposed duration: Two days

Proposed venue: I&M Bank Rwanda boardroom

Learning OutcomesCapabilities participants will develop
1

Demonstrate ownership of customer relationships and portfolio priorities.

2

Adapt their communication to customers, colleagues, and senior decision-makers.

3

Influence stakeholders using clear reasoning, relevant evidence, and mutual understanding.

4

Coordinate effectively with Credit, Risk, Operations, Legal, and Product teams.

5

Manage difficult conversations and competing expectations constructively.

6

Present persuasive business recommendations while respecting credit and compliance requirements.

7

Develop a practical plan to improve their leadership and influence at work.

Detailed Training ProgrammeDaily modules, training content and practical application
Day 1: Personal leadership, credibility, and influence
1Day 1: Personal leadership, credibility, and influence
  • Leadership in the Relationship Manager role: taking ownership of customer outcomes, portfolio performance, service issues, and follow-through. Leading across functions without relying on formal authority. Distinguishing accountability from making commitments outside one’s mandate.
Practical application

Map the leadership responsibilities of an RM across the customer relationship lifecycle.

2Self-awareness and leadership style
  • Recognising personal strengths, habits, communication preferences, and responses under pressure. Understanding how behaviour affects trust, collaboration, and customer confidence.
Practical application

Complete a guided self-assessment and identify two behaviours to strengthen.

3Emotional intelligence and composure
  • Recognising emotions, managing reactions, listening with empathy, and remaining constructive during customer pressure, rejection, delays, and disagreements.
Practical application

Practise responding to a frustrated customer without becoming defensive or making unsupported promises.

4Building credibility and trust
  • Preparation, product and customer knowledge, consistency, integrity, transparent communication, and reliable follow-through. Acknowledging uncertainty and obtaining accurate answers.
Practical application

Analyse how an RM can rebuild trust after a missed commitment or service failure.

5Understanding stakeholders and their priorities
  • Mapping customer decision-makers and internal stakeholders. Understanding commercial objectives, risk concerns, operational constraints, and approval responsibilities.
Practical application

Build a stakeholder map for a business customer seeking a new facility.

6Influencing without authority
  • Framing a shared objective, asking effective questions, using evidence, presenting options, anticipating objections, and agreeing clear next steps. Choosing the right person, channel, and timing.
Practical application

Present a proposal requiring cooperation from Credit, Operations, and Product teams.

7Clear and persuasive communication
  • Structuring concise messages; explaining business needs, risks, options, and recommendations; adapting technical detail to the audience; and checking understanding.
Practical application

Deliver a three-minute recommendation supported by customer information and a clear request.

Day 2: Collaboration, difficult conversations, and execution
8Day 2: Collaboration, difficult conversations, and execution
  • Customer leadership and advisory conversations: understanding customer priorities, challenging assumptions respectfully, explaining trade-offs, and guiding customers towards suitable options. Managing expectations about approvals, pricing, documentation, and timelines.
Practical application

Role-play a conversation with a customer whose requested terms cannot be supported as proposed.

9Internal collaboration and constructive challenge
  • Working with Credit, Risk, CAD, Legal, Operations, and Product teams. Preparing complete requests, understanding dependencies, challenging decisions professionally, and avoiding blame.
Practical application

Resolve a stalled customer request involving several departments.

10Negotiation and gaining commitment
  • Preparing objectives, understanding interests, identifying alternatives, setting boundaries, making conditional proposals, and recording agreements. Recognising matters requiring approval.
Practical application

Negotiate an achievable implementation timeline with a customer and internal teams.

11Conflict management and difficult conversations
  • Separating facts from assumptions, discussing impact, listening to different perspectives, addressing disagreement early, and agreeing practical actions. Escalating unresolved issues appropriately.
Practical application

Conduct a conversation with a colleague following repeated service delays.

12Leading through change and uncertainty
  • Explaining changes in products, processes, systems, or requirements; responding to concerns; maintaining confidence; and helping customers and colleagues adapt.
Practical application

Prepare a communication plan for a change affecting business banking customers.

13Peer leadership and knowledge sharing
  • Supporting colleagues, sharing customer and market insights responsibly, giving constructive feedback, and coaching through questions. Leading brief team discussions without assuming supervisory authority.
Practical application

Facilitate a short peer discussion on improving customer follow-up or pipeline quality.

14Prioritisation and execution discipline
  • Balancing acquisition, relationship development, portfolio monitoring, service requests, and administrative responsibilities. Prioritising by impact, urgency, and risk; tracking commitments and escalating dependencies.
Practical application

Build a weekly RM priorities plan and a stakeholder commitment tracker.

15Integrated leadership simulation and action planning
  • Applying stakeholder analysis, communication, influence, negotiation, and accountability to a complex business banking scenario.
Practical application

Present a coordinated response and develop a personal 60-day leadership improvement plan.

Training MethodologyDelivery approach described in the brief

Interactive workshops, banking scenarios, stakeholder role plays, peer feedback, and individual action planning.

Expected Learning OutcomesTraining outcomes as specified in the brief
Demonstrate ownership of customer relationships and portfolio priorities.
Adapt their communication to customers, colleagues, and senior decision-makers.
Influence stakeholders using clear reasoning, relevant evidence, and mutual understanding.
Coordinate effectively with Credit, Risk, Operations, Legal, and Product teams.
Manage difficult conversations and competing expectations constructively.
Present persuasive business recommendations while respecting credit and compliance requirements.
Develop a practical plan to improve their leadership and influence at work.
Practical Case StudiesCase studies and exercises from the training brief
  • Case study 1 — An important customer demands immediate approval A valued customer requests urgent financing and threatens to move their business. Participants practise maintaining the relationship, explaining the approval process, exploring feasible options, and securing realistic commitments.
  • Case study 2 — A proposal stalls between departments Business, Credit, and Operations have different concerns about a customer request. Participants identify the missing information, establish a shared objective, and coordinate a clear way forward.
  • Case study 3 — Recovering trust after a service failure A missed deadline disrupts a customer’s business. Participants practise acknowledging the impact, communicating verified information, coordinating corrective action, and following through.
  • Case study 4 — Influencing a customer to reconsider their approach An RM identifies weaknesses in a customer’s proposed financing structure. Participants use questions and evidence to explain the concerns and discuss alternatives without damaging the relationship.
Core skills and workplace application
Training Materials and DeliverablesParticipant deliverables described in the training brief

Training materials and participant deliverables

1A personal leadership reflection worksheet.
2A customer and internal stakeholder mapping template.
3An influence conversation preparation guide.
4A concise business recommendation template.
5A negotiation and difficult-conversation planner.
6A stakeholder commitment and follow-up tracker.
7A weekly priorities planning template.
8A personal 60-day leadership improvement plan.
Assessment and follow-upAssessment and follow-up guidance

Learning will be assessed through a pre-training reflection, observed role plays, peer feedback, and an integrated business banking simulation.

Each participant will identify two specific leadership behaviours and one collaboration improvement to apply after training. Suggested follow-up measures include the quality of stakeholder communication, completion of agreed actions, resolution of recurring coordination issues, and feedback from relevant colleagues.

Before delivery, the Academy training team will agree with the Business Banking Department on priority challenges and anonymised scenarios to ensure the exercises reflect participants’ actual responsibilities.

Skill / Application for Relationship Managers
  • Ownership — Track customer commitments and remain accountable for coordination and follow-up.
  • Credibility — Provide accurate information, prepare thoroughly, and deliver on agreed actions.
  • Influence — Present a clear case that addresses stakeholders’ objectives and concerns.
  • Constructive challenge — Raise concerns respectfully and support recommendations with evidence.
  • Collaboration — Submit complete requests and agree responsibilities across departments.
  • Negotiation — Seek workable agreements within approved boundaries.
  • Emotional intelligence — Remain composed and listen effectively during difficult discussions.
  • Execution — Convert discussions into actions with owners, deadlines, and follow-up.

Assessments

Assessment requirements are provided with your learning materials.

Group activities

Activities and collaboration opportunities are available to enrolled employees where applicable.

Resources

Course materials are available through your learning account once access is granted.

I&M Rwanda Academy certificate

Certificate eligibility is subject to the course's completion and assessment requirements.