LO 2.2.2: Distinguish various types of interpersonal communication - LO 2.2.3: Recognize active listening and response skills

Question 1

Interpersonal communication

Answer 1

process of gathering client data

• Communicating one on one (individuals and couples)
• Understanding and application of verbal and non-verbal skills when interacting with clients
• Good data gathering = interviewing nature with give and take conversation

Question 2

Open-ended questions

Answer 2

require clients to answer in their own words

• facilitates communication/data gathering as goals are developed
• allow for elaboration, for the client to engage in the conversation
• do not ask all open-ended or you’ll never get through it all

Question 3

Closed-ended questions

Answer 3

use as few as possible in data-gathering

• limits data gathering because they only require yes/no/solitary answers
• do not ask all closed-ended questions or else it’ll come off as interrogation rather than conversation

Question 4

What does mastering interpersonal communication skills involve

Answer 4

mastering interpersonal communication involves understanding differences when communicating across

* generations (more reverent with seniors),
* cultures (more comfortable in familiar cultures), and 
* genders (be respectful with who people are) * * communicate in the way that people want to be communicated, will help them receive the message

Question 5

Body language

Answer 5

all behavior is communication and relays a message to clients

• involves facial expressions, eye contact, gestures, and body postures, and
• impacts how clients receive messages more than any other type of communication

Question 6

Facial expressions

Answer 6

form of body language, communicate emotions such as interest, agreement, excitement, fear, surprise, or contempt.

Question 7

Eye contact

Answer 7

form of body language, can indicate attention, interest, and engagement between planners and clients.

Question 8

Importance of voice pitch and tone

Answer 8

Pitch and inflection of voice influence the message conveyed more than the actual spoken words

Question 9

Pitch

Answer 9

Sound quality of highness or lowness;

• primarily dependent on the frequency of the sound wave
• Low voice pitch, conveys confidence
• High voice pitch, projects uncertainty

Question 10

Tone

Answer 10

Inflection of voice, or emphasis on certain words

* Shows attitude, whether humor, anger, sincerity, or sarcasm

Question 11

Mirroring

Answer 11

A technique used to improve rapport with clients

• Imitate clients’ gestures and physical positions or
• by using a similar verbal style
• Subtly adjust own gestures and verbal style to those of client’s
  
  • mirroring communicates to clients that the financial planner accepts and is open to the clients’ suggestions and ideas

Question 12

Physical mirroring

Answer 12

copy client’s body language, it shows we are involved in a connection with that client

Question 13

Verbal mirroring

Answer 13

imitate the clients’ word use, tone of voice, and communication method; use the same words or paraphrase what the client said

Question 14

Emotional Intelligence

Answer 14

ability to recognize emotional expressions in themselves and clients
* selecting socially appropriate responses to the circumstances and their clients’ emotions

Question 15

Active listening

Answer 15

• key to effective communication
• practice by paying full attention to what clients are saying and respond by paraphrasing
• helps planners fully understand what their clients are trying to communicate

Question 16

Leading responses

Answer 16

Leading responses can be given to guide more details, making a meeting of the minds more likely

Question 17

Why is interpersonal communication important

Answer 17

be aware of how the client is behaving, mirroring that, helps clients move along the path toward achieving their goals