How to build (and rebuild) trust

Your greatest untapped marketing asset could by lying dormant in your business. Your existing customers, and your ability to turn them into walking advertisements for your brand could sky-rocket your sales and deliver you a steady stream of new customers that are carbon-copies of your best customers.

How to Read a Consumer Credit Report with Meg Nheu - Performance and Learning - - Q&A with Whitey Leader, Equifax ANZ

Long-term client relationships and referrals don’t just happen — they come from building trust through authentic interactions and meaningful conversations. Join Fiona Gray (Regional Manager – ALI Group) and a guest broker as they explore how adding the dimension of risk protection to your process can help elevate your business, establish you as a trusted adviser, and build deeper, stickier client relationships.

Supporting clients through financial hardship takes more than loan expertise—it requires empathy, trust, and clear communication. In this interactive webinar, Jodie Bedoya will guide brokers through the principles of Strategic Empathy—a powerful approach to acknowledging client emotions while maintaining professional boundaries and driving productive outcomes.

FBAA has partnered with CPD-GO to offer brokers a smarter, more flexible way to complete CPD. Access seven Business Schools with 80+ short, audio learning courses designed for busy professionals. Each 20-minute course earns 1 PD point, helping you stay compliant and build your business anywhere, anytime. FBAA members enjoy a free 30-day trial and discounted access.

FBAA has partnered with eMatrix — one of Australia’s leading training providers to deliver short, engaging video-based courses designed for brokers. Learn practical communication, negotiation, and mindset skills to make your work easier, strengthen client relationships, and meet your CPD requirements. FBAA members receive exclusive discounted pricing on all courses.

Build stronger customer relationships fast with simple communication skills that increase trust, likeability, and clarity in every conversation.

Learn how to influence customer decisions with positive language, smart communication techniques, and behavioural tools that build trust and guide better outcomes.

Learn how to adapt your communication for vulnerable customers by simplifying language, recognising low literacy cues, and using techniques that build clarity, comfort, and trust.

Learn how to handle customer complaints with confidence using strategic empathy, trust-building communication, and techniques that prevent emotional overwhelm.

Learn how to keep your cool with difficult customers by managing your mindset, staying curious under pressure, and using practical techniques to handle anger and emotional baggage.

Learn how to deliver bad news professionally without blaming the customer, escalating tension, or damaging the relationship — by using neutral language, empathy, and solution-focused communication.

Learn how to avoid the most common missteps in complaint handling and replace them with techniques that build trust, calm emotions, and resolve issues faster.

Learn how to confidently manage complaints that escalate, calm emotional customers, and regain control of difficult conversations using practical communication techniques.

Learn how to confidently ask for payments using smart negotiation skills, effective communication techniques, and strategies that make collections easier and more successful.

Learn how to negotiate payments with confidence using diagnostic questioning, strategic framing, and techniques that help uncover the real issue behind unpaid debts.

Learn practical wellbeing strategies to stay balanced, manage what you can control, and build healthy habits that actually stick.

Learn how to navigate difficult conversations, support colleagues, and build a workplace where everyone feels safe to speak up confidently.

The holiday season is when clients step back, reflect, and reset their goals for the future. It is also the ideal time for brokers to collaborate, add real value, and guide clients toward long-term success. This webinar will show you how to embrace the season of opportunity by identifying key triggers, starting meaningful conversations, and helping clients set themselves up for a stronger 2026.

Join the FBAA and Helia for an informative webinar designed to demystify Lenders Mortgage Insurance (LMI) and build broker confidence in using it as a strategic lending tool. This session will provide practical insight into how LMI works, when it applies, and how it can be positioned to support clients in achieving their property goals.