How I Give Feedback That Changes Behaviour: The SBI Framework
How I use the SBI framework (Situation, Behaviour, Impact) to give feedback that changes behaviour, with a real coaching example from my lending team.
Coaching
Managing Teams Through Economic Uncertainty
What helps a lending team through rate uncertainty isn’t reassurance. It’s giving lenders something concrete to say to anxious clients, and being straight about what you don’t know.
What 30 Years of Coaching Lending Teams Actually Taught Me
Thirty years in banking, most of it coaching or being coached. Not a framework — what actually holds up across every rate cycle and every market shift, and what I got wrong before I learned it.
Why Emotional Intelligence Matters More Than Product Knowledge When Coaching Lenders
Technical sales training teaches reps what to say. Emotional intelligence coaching teaches them how to read the room — and that’s usually the harder half of the job.
What Actually Works Coaching a Lending Team (Not Another Framework)
Generic coaching frameworks read well in a training manual and fall apart in a real conversation. After 30 years coaching lending teams, here’s what actually changes how people perform.
Why Settlement Day Isn’t the Finish Line for a Lending Relationship
Settlement day feels like the finish line. After 30 years in banking, here’s why the lenders who build a genuinely sustainable business treat it as the start of the relationship instead.
What Actually Keeps a Good Lender: Retention Beyond the Benefits Package
A good lender takes years to build — the client trust, the instinct for which files need extra work. After 30 years in banking, here’s what actually keeps good people, and it isn’t the benefits package.
Coaching a New Lender Through Their First Six Months
A new lender’s first six months look nothing like their fifth year. After 30 years leading lending teams, here’s what actually helps someone develop good judgment early, rather than just teaching policy.
Defining Your 10-Year Career Goals and Purpose
Using the Golden Circle model to map out a career vision across three horizons — from the next 1-3 years to your boldest 10-year ambitions, starting with your why.
Book review: The Coaching Habit by Michael Bungay Stanier – A Practical Guide for Better Conversations
“The Coaching Habit” by Michael Bungay Stanier emphasises asking questions over giving advice. It provides practical coaching tips for managers, encouraging meaningful dialogues. Key questions include “What’s on your mind?” and “What do you want?” The book is recommended for new and experienced managers, coaches, mentors, and anyone aspiring to leadership for improving communication skills.