Ch.2 - Communicating Effectively with Clients

Question 1

What are the four ways an advisor must promote trust?

CARS

Answer 1

1. Communicating effectively
2. Alleviating concerns
3. Responding to the social style
4. Structured communication

Question 2

This is the design of the subject matter and format of the communication.

Answer 2

structuring

Question 3

What are the three types of structured communication?

CIA

Answer 3

1. Counseling
2. Interviewing
3. Advising

Question 4

This usually involves the process of asking questions to gather information.

Answer 4

Interviewing

Question 5

This type of structure communication involves a short meeting, formal setting, no digressions, and uses a question and answer format to gather information.

Answer 5

Interviewing

Question 6

With this type of interviewing, the advisor controls the pacing and content discussed. The client usually completes a questionnaire.

Answer 6

Directive interview

Question 7

With this type of interviewing the client controls the pacing, it’s more time-consuming, more in depth, and a wide range of topics are usually discuss.

Answer 7

Non-directive interview

Question 8

This involves an offer to help someone.

Answer 8

Counseling

Question 9

This type of communication is less formal and uses discussion, insight, and reflection as a primary method of communication.

Answer 9

Counseling

Question 10

This type of structured communication takes place over a long period of time.

Answer 10

Counseling

Question 11

Does counseling include helping with credit card problems?

Answer 11

Yes

Question 12

This type of structure communication involves giving specific guidance.

Answer 12

Advising

Question 13

When an investment advisor recommends a certain mutual fund to a client what type of structure communication is this?

Answer 13

Advising

Question 14

What will create a dependency of the client on the advisor?

Answer 14

Giving too much advice, too early on in the relationship.

Question 15

What domain of financial planning uses structured communication method advising?

Answer 15

Domain 4: Developing the Recommendation(s)

Question 16

What are the 4 barriers that can create tension between an advisor and a client?
(FRNT)

Answer 16

1. Fear of making a decision or fraud
2. Resistant to change
3. Negative image of salespeople
4. Time constraints

Question 17

What are the four social styles?

ADEA

Answer 17

Analytical
Driving
Expressive
Amiable

Question 18

How should you handle someone that is forceful, direct, and wants power?

Driving

Answer 18

You should be efficient and provide details and options. Asking questions to steer the conversation.

Question 19

How should you handle someone that is outgoing, enthusiastic, and once recognition?

Expressive

Answer 19

You should take time to listen and question them

Question 20

As an advisor how do you handle someone that is easy-going and supportive?

Amiable

Answer 20

You should cooperate and offer acceptance

Question 21

How would an advisor handle someone that is analytical, logical, quiet, and wants respect?

Analytical

Answer 21

You should be accurate and have an agenda - structured communication.

Question 22

Clients are more likely to accept an advisor’s recommendations if the advisor demonstrates an interest in…

Answer 22

the client.

Question 23

Effective communication involves much more than just explaining products and services. An advisor must develop…

Answer 23

good listening skills.

Question 24

A client can have resistance towards an advisor that is often expressed…

Answer 24

Overtly or Covertly

Question 25

The advisor should recognize patterns in the behavior of the client and share these observations in a...

Answer 25

Non-judgmental manner

Question 26

What is a particularly sensitive topic for clients?

Answer 26

Death or dying

Question 27

What is the easiest type of resistance one can recognize with a client?

Answer 27

Overt hostility

Question 28

If a client expresses anger openly, what type of hostility resistance is this?

Answer 28

Overt hostility

Question 29

This type of hostility generally the most difficult to recognize which includes cynicism and missed appointments.

Answer 29

Covert hostility

Question 30

What is the best way to deal with the clients anger?

Answer 30

Deal with it directly by focusing on the clients behavior and letting the client interpret it.

Question 31

What are the four attributes of an effective advisor? | UGAS

Answer 31

1. Unconditional positive regard 2. Genuineness 3. Accurate empathy 4. Self-awareness

Question 32

Definition: An attitude of appreciating the client as a worthwhile person.

Answer 32

Unconditional positive regard

Question 33

Definition: When an adviser's sense of the client's world matches the client's self-image. This involves listening very carefully.

Answer 33

Accurate empathy

Question 34

Definition: When an advisor has to be a real person.

Answer 34

Genuineness

Question 35

Definition: When an advisor should be aware of their own value system, so they will not impose their values on their clients.

Answer 35

Self-awareness

Question 36

Is listening a form of communication?

Answer 36

Yes

Question 37

True or false. | People generally assume their communications are understood by others.

Answer 37

True

Question 38

What leads to the most effective communication when listening to your client?

Answer 38

Paraphrasing

Question 39

The majority of communication occurs through...

Answer 39

Nonverbal means

Question 40

What type of listening he will use to interpret nonverbal behaviors?

Answer 40

Active listening

Question 41

Name the five types of responses. | CCRRS

Answer 41

5 Types of Responses: 1. Continuing 2. Clarifying 3. Restatement-of-content 4. Reflection-of-feeling 5. Summarization

Question 42

Definition: When the advisor takes the lead and deviates from the client's responses to another topic.

Answer 42

Leading responses

Question 43

What are the four types of leading responses? | RISE

Answer 43

4 Type of Leading Responses: 1. Reassuring 2. Interpretive 3. Suggestive 4. Explanatory

Question 44

Questioning is another type of communication technique. If done incorrectly, how can it affect the advisor/client relationship?

Answer 44

It could put the advisor in the role of the authority figure and the client as a passive subordinate.

Question 45

What are the six types of questioning used as a type of communication technique? (OCLWQT)

Answer 45

1. Open-ended 2. Closed-ended 3. Leading 4. Why 5. Question Bombardment 6. True/false or either/or

Question 46

Why is structuring communication important?

Answer 46

Develops rapport Puts the client at ease Offers a sense of direction

Question 47

What are some sources of resistance from a client?

Answer 47

Death and dying Marital tensions Failure to meet their expectations

Question 48

Physical attending, interpreting non-verbal queues, using various forms of questioning or leading responses are all methods of...

Answer 48

Good communication

Question 49

What is physical attending? | FLORE

Answer 49

``` Face the person Lean in Open posture Relaxed Eye contact ```