Managing our Mindset and How to Build Trust & Navigate Emotions
A practical session focused on the mindsets and communication techniques that help brokers build trust, manage emotion and navigate difficult conversations more effectively. This webinar will explore how ego, judgement and frustration can get in the way, and how empathy, curiosity and stronger conversation control can lead to better client outcomes.
Description
A practical session focused on the mindsets and communication techniques that help brokers build trust, manage emotion and navigate difficult conversations more effectively. This webinar will explore how ego, judgement and frustration can get in the way, and how empathy, curiosity and stronger conversation control can lead to better client outcomes.
DATE: Wednesday 27 May 2026
TIME: 2:00 PM – 3:00 PM AEST
WHERE: Zoom (link sent after registration)
SPEAKERS: Alex Daniel, eMatrix

Why should Brokers/Advisers attend the webinar?
Client conversations can quickly become difficult when emotion, frustration or conflict enters the room. This session will help brokers better understand their own mindset, stay calm under pressure and build trust in conversations that might otherwise escalate.
Attendees will gain practical tools to manage emotion, reduce burnout, strengthen communication and take more intentional control of challenging client interactions.
Who should attend the webinar?
Anyone in a client-facing role will benefit from this session, particularly brokers and advisers managing sensitive or high-pressure conversations. It is also valuable for leaders supporting front-line teams who want to strengthen coaching, communication and confidence across their business.
