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playbooks/retail/difficult-conversation-prep-sheet

Difficult Conversation Prep Sheet

A fill-in prep sheet for branch managers preparing to deliver hard news — declined exception, fee adjustment denial, account-action escalation.

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difficult-conversation-prep-sheet.mdWorksheet · 4 min

Contents

  1. 01What this prep sheet captures

For: Branch managers and senior member-services staff

PlaybooksBranch / RetailWorksheet

01

What this prep sheet captures

This template is structured. The working copy is being finalized by our subject-matter editors — directionally accurate today, refined shortly.

  • The decision being communicated, in one sentence.
  • The two or three facts that drove the decision.
  • The member-impact phrasing — how this lands for them, in their words.
  • The next-step offer — what they can still do, even though this answer is no.

Branch / Retail Playbook

Practice this in the course.

The AiBI-Foundation course walks through the same prompts, with reviewed work you can take to your team.

Start your Branch / Retail path Back to the playbook
Difficult Conversation Prep Sheet — Branch / Retail Playbook — The AI Banking Institute