How to address & improve performance issues: A focus on self-driven solutions

This article explores practical, employee-centric strategies that brokers can employ to improve performance, secure sustained professional growth and development and boost client satisfaction.

1. Embrace Self-Assessment

To address performance issues, you must first recognise and understand them. Employees should regularly assess their own performance, asking:

• What areas of work do I struggle with?
• Are there specific tasks or skills that require improvement?
• How do my current challenges affect my ability to meet client expectations?

To aid self-assessment, brokers can use tools like feedback surveys, performance metrics, or client reviews to acknowledge areas for improvement and meaningfully progress. Undertaking CPD provides an ideal opportunity to reflect on your performance, skills, and identify areas you would like to improve.

Check out the ‘Reflective Skills Pathway’ on the Development Zone to learn more about the importance of these skills.

2. Set Clear and Achievable Goals

Whereas a lack of direction can contribute to underperformance, setting achievable goals can help to establish a clear route to improvement. Goals should align with the SMART criteria:

• Specific: Use metrics to track progress.
• Achievable: Ensure goals are realistic and within reach.
• Relevant: Align goals with job responsibilities and business objectives.
• Time-bound: Set deadlines to create urgency.

For instance, a broker struggling with closing sales could set a goal to attend three sales webinars over the next month and apply learned techniques in client meetings.

3. Invest in Continuous Learning

The insurance sector and associated regulatory landscape is constantly evolving and staying informed and up to date is key to maintaining high performance. There are several ways to develop knowledge and skills:

• CPD courses: Platforms such as The Development Zone offer an extensive catalogue of courses on a range of subjects. Enrolling on courses covering new regulations or legislation, specific product lines, or soft skills, can aid individuals to developing personally and professionally and ensure they continue to grow within their role.
• Workshops and Webinars: Workshops run by UKGI Searchlight Solutions, or UKGI Live webinars run by Insurance Compliance professionals, offer an engaging way to gain knowledge and offer a range of learning formats outside of traditional e-learning courses. These workshops and webinars often give attendees the opportunity to ask subject experts questions, whilst helping them to fulfil annual regulatory CPD requirements.
• Networking and Mentorship: Engage with industry peers to gain insights and advice.

Learning and development should be seen as a continuous journey, rather than a one-time effort, to ensure the growth of knowledge and skills is sustained and remains relevant within the fast-paced insurance sector.

4. Enhance Communication Skills

Strong communication is critical and can avoid misunderstandings, dissatisfied clients, or lost opportunities. Focus on developing the following:

• Active Listening: Understand client needs before findings and presenting solutions.
• Clear and Concise Speech: Avoid jargon and ensure clients fully comprehend details.
• Empathy: Build rapport by showing genuine concern for clients’ interests and thoroughly considering their position, wants and needs.

Communication training, role-playing exercises, or reviewing recorded calls can provide invaluable insights for improvement. As can the following e-learning courses on the Development Zone platform: ‘Active Listening’, ‘Communication Skills’, ‘Communication in Challenging Circumstances’, and ‘Emotional Intelligence’.

5. Master Time-Management

Balancing multiple clients, tasks, and deadlines can be overwhelming. Strategies to enhance time management include:

• Prioritising Tasks: Focus on high-value activities that directly impact results.
• Using Digital Tools: Leverage tools like CRM software or task management apps to streamline workflows.
• Setting Boundaries: Avoid burnout by setting clear limits on working hours and commitments.

Improving time management enhances productivity and reduces stress, enabling brokers to work efficiently and effectively. Check out the following relevant Development Zone e-learning courses: ‘Projects - Estimating Time Effectively’, ‘Time Management’, ‘Planning and Managing Work’.

6. Address Stress and Mental Well-Being

The fast-paced nature of broking can take a toll on mental health. Stress, burnout, or anxiety can significantly impact performance. Brokers should adopt strategies to maintain well-being, such as:

• Regular Breaks: Step away from work periodically to recharge.
• Physical Activity: Exercise helps manage stress and improve focus.
• Mindfulness Practices: Techniques like meditation or journaling can enhance mental clarity.

Companies should also strive to support employees by offering access to wellness programs and providing training to enhance awareness and handling of workplace and mental health.

The Development Zone has a range of relevant e-learning content on the topic of mental health, including: ‘Approaching Mental Health in the Workplace’, ‘Workplace Wellbeing: Managers Guide’, ‘Mental Health- Maintaining a Healthy Mind at Work’, ‘Anxiety in the Workplace 1- What is Anxiety’, ‘Anxiety in the Workplace 2- Managing Anxiety’,

7. Develop Problem-Solving Skills

Clients rely on brokers to navigate complex situations and find tailored solutions. If problem-solving is a weak area, brokers can improve by:

• Analysing Case Studies: Learn from past challenges and successes.
• Practicing Scenario-Based Learning: Simulate real-world problems to hone decision-making skills.
• Collaborating with Colleagues: Seek advice and brainstorm solutions collectively.

A proactive approach to problem-solving enhances client trust and boosts confidence in handling difficult situations.

The Development Zone has a range of relevant e-learning courses, including: ‘Negotiation – Introduction’, ‘Managing Negative Emotions in the Workplace’, ‘Effective Decision Making’, Dealing with Challenging Behaviour in Meetings’, ‘Conflict Resolution – Introduction’.

Improving performance is not just about meeting targets; it’s about cultivating habits, skills, and a mindset that support long-term success and enhance professional growth.

Brokers should look to proactively evaluate, adapt, and improve to thrive in an increasingly competitive industry.; empowered employees are the lifeblood of a thriving brokerage, ensuring not only individual success but greater client satisfaction and loyalty.

Learn more

Access the ‘Addressing Performance Issues’ on the Development Zone for further information on improving performance. All other relevant courses mentioned in this article can also be found within the Development Zone course catalogue.

Get in touch at devzone@ukgigroup.com to discuss how we can help your firm to create a learning and development plan which is both compliant with regulatory CPD requirements, enhances key skills and knowledge of teams, and helps to reduce the risk of customer harm, this 2025.