Our training with Coutts in October provided a unique window into how high-performing professionals think, communicate, and respond under pressure. The insights gathered from the exercises, live coaching, and post-training survey reveal important patterns about modern communication demands inside world-class financial institutions.
Below are the core insights from the programme.
1. Technical Excellence Does Not Automatically Equal Communication ConfidenceParticipants demonstrated strong domain expertise, but many shared a lack of confidence when articulating ideas verbally.
The gap was not knowledge. It was translating knowledge into clear, confident communication under time pressure.
Key signs observed:
Overthinking before answering questions
Relying on complex explanations instead of clear framing
Avoiding pauses due to fear of “losing the room”
Almost every participant identified one or more of the following habits:
Speaking faster than they intended
Using filler words when unsure (“um,” “so,” “you know”)
Rushing the start of a response
After training, many saw an immediate drop in filler words simply by applying short moments of silence and breath control.
3. Structure Drives InfluenceThe standout insight from the feedback was how much structure impacted confidence, clarity, and authority.
Participants shared that frameworks like:
Point — Reason — Example
Problem — Insight — Recommendation
Three Key Messages
helped them feel more in control and more concise, especially during Q&A or difficult conversations.
Multiple participants specifically mentioned structure as the most transformative element.
4. Leaders Wanted Practical, Not Theoretical, ToolsThe group appreciated techniques they could use immediately rather than abstract communication models.
The most valued tools were:
The silence-before-speaking method
Real-time feedback loops
Body language coaching
Script-free speaking exercises
Techniques for reducing mental load during delivery
Feedback repeatedly referenced the value of “simple, practical, actionable steps.”
5. Psychological Safety Accelerates GrowthParticipants opened up quickly, experimented without hesitation, and pushed themselves through discomfort because the environment felt safe.
Observed behaviours:
People volunteered early
They applied corrections instantly
They sought feedback proactively
They supported their peers’ improvement
This allowed confidence gains to compound in a short space of time.
6. Body Language Remains an Underrated SkillEven highly capable professionals admitted they rarely think about:
Gesture intention
Posture
Eye contact duration
Physical presence during delivery
Yet, when coached even slightly, their confidence and clarity increased instantly.
7. Communication Is Seen as a Growth PrioritySeveral participants commented that communication should be formally taught within organisations, not left to chance.
From the survey:
All satisfaction scores were 10/10
All recommendation scores were 10/10
Comments highlighted the need for more sessions like this
This indicates a strong awareness that communication is no longer a “nice-to-have” skill but a performance driver.
8. Small Adjustments Produce Big ResultsPerhaps the strongest insight was how quickly performance improved.
Within one session, participants:
Reduced filler words
Slowed down their pace
Delivered clearer messages
Demonstrated stronger executive presence
Answered questions with more control
This reinforces the idea that communication improvement is not a long journey. It begins with small, high-quality interventions.
What This Means for Future DevelopmentThe insights from Coutts highlight a clear opportunity:
Professionals have the knowledge. They simply need the tools to express it confidently.
The October training showed that when you combine:
Practical coaching
Safe environments
Clear structures
Immediate feedback
The transformation is fast and measurable.
Reach out if the training would prove valuable to you or your team.
Gordon is the co-founder of Believe In Greatness, where he helps individuals and teams strengthen their communication, build confidence, and perform under pressure. His work combines practical…
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