Perpetual: Emotional intelligence for advisers


Building emotionally intelligent financial advisers.

Perpetual is one of Australia’s most experienced investment services groups. They wanted their advisers to master the art of emotional intelligence to deepen client relationships and instil trust.

We worked with sales leaders to design an integrated solution that introduced financial advisers to emotional intelligence skills while upskilling business leaders to develop and embed these capabilities internally.

We delivered a keynote on emotional intelligence and client engagement to 250 financial advisers at the annual conference. To engage a large group successfully, we worked with the core team to design a facilitated interactive process that delivered key EI skills in line with best-practice advice. This gave advisers a practical and relevant framework that showed them how to apply emotional intelligence to get the best outcomes in specific advice conversations.

We then accredited Perpetual’s lead sales coach, Farrell Platt, in Genos EI, which he rolled out to 100 advisers through assessment and one-on-one coaching. We supported Farrell and his team throughout the process by offering mentoring, advice, additional content and administrative support. The whole project was managed without a hitch.

We then designed a leadership development program to build on these skills, and trained key leaders to design and deliver training internally. This approach enabled the business to cascade emotional intelligence from the leadership level.

We engaged the Langley Group for this project because they have a broader, deeper understanding and in-depth knowledge of emotional intelligence than other experts. They really tailored the program to financial advice and our business.

Working with them has impacted the organisation by giving us something new to think about, rather than what we just do day to day. This was what we were looking for from the outset. Since doing the program the changes I’ve noticed have been a difference in attitude. People are more positive, they’re thinking of themselves, each other and therefore our clients a whole lot more before they take action.

– Farrell Platt, Sales Performance Coach, Perpetual

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