Module 2 (Effective Communication) Flashcards
What are the four ways an advisor must promote trust?
- structuring communication
- alleviating concerns
- responding to social style of the client
- communicating effectively
This is the determination of the subject matter and format of the communication.
structuring
What are the three types of structured communication?
interviewing
counseling
advising
This usually involves the process of asking questions to gather information.
Interviewing
This type of structure communication involves a short meeting, formal setting, no digressions, and uses a question and answer format to gather information.
interviewing
With this type of interviewing, the advisor controls the pacing and content discussed. The client usually completes a questionnaire.
directive interview
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.
Non-directive interview
This involves an offer to help someone.
Counseling
This type of communication is less formal and uses discussion, insight, and reflection as a primary method of communication.
Counseling
This type of structured communication takes place over a long period of time.
Counseling
Does counseling include helping with credit card problems?
Yes
This type of structure communication involves giving specific guidance.
Advising
When an investment advisor recommends a certain mutual fund to a client what type of structure communication is this?
Advising
What will create a dependency of the client on the advisor?
Giving too much advice, too early on in the relationship.
What domain of financial planning uses structured communication method advising?
Domain 4
Are the 4 barriers that can create tension between an advisor and a client?
Fear of making a decision Resistance to change Time constraints Negative image of salespeople Fear of fraud
What are the four social styles?
Driving
Expressive
Amiable
Analytical
How should you handle someone that is forceful, direct, and wants power?
Driving
You should be efficient and provide options.
How should you handle someone that is outgoing, enthusiastic, and once recognition?
Expressive
You should take time to listen
As an advisor how do you handle someone that is easy-going and supportive?
amiable
You should just cooperate
I would an advisor handle someone that is analytical, logical, quiet, and wants respect?
You should be accurate and have an agenda.
Clients are more likely to accept an advisor’s recommendations if the advisor demonstrates an interest in…
the client.
Effective communication involves much more than just explaining products and services. An advisor must develop…
good listening skills.
A client can have resistance towards an advisor that is often expressed…
Overtly or Coverly
The advisor should recognize patterns in the behavior of the client and share these observations in a…
Non-judgmental manner
What is a particularly sensitive topic for clients?
Death or dying
What is the easiest type of resistance one can recognize with a client?
Overt hostility
If a client expresses anger openly, what type of hostility resistance is this?
Overt hostility
This type of hostility generally the most difficult to recognize which includes cynicism and missed appointments.
Covert hostility
What is the best way to deal with the clients anger?
Deal with it directly by focusing on the clients behavior and letting the client interpret it.
What are the four attributes of an effective advisor?
Unconditional positive regard
Accurate empathy
Genuineness
Self-awareness
Is an attitude of appreciating the client as a worthwhile person.
Unconditional positive regard
This is when an adviser’s sense of the client’s world matching the client’s self image which involves listening very carefully.
Accurate empathy
This is when an advisor has to be a real person.
Genuineness
This is when an advisor should be aware of their own value system, so they will not impose their values on their clients.
Self-awareness
Is listening a form of communication?
Yes
True or false. People generally assume their communications are understood by others.
True
What leads to the most effective communication when listening to your client?
Paraphrasing
The majority of communication occurs through…
Nonverbal means
What type of listening he will use to interpret nonverbal behaviors?
Active listening
Name the five types of responses.
- Continuing response – smiling or nodding to encourage the speaker to continue.
- Reflection-of-feeling response – responding to a client in an empathetic way by paraphrasing their words and feelings.
- Restatement-of-content response – repeating what the speaker said which can encourage the speaker to continue.
- Clarifying response – translating client words into a more understandable language without adding anything new.
- Summarization response – summarizing a series of scattered ideas and make it more focused.
This is when the advisor takes the lead and deviates from the clients responses to another topic.
Leading responses
What are the four types of leading responses?
- Reassuring – bolsters the clients spirits.
- Interpretive - interprets what the client just said, like why the client is afraid to retire early.
- Suggestive – giving advice to clients
- Explanatory – neutral explanation of General fact, almost like explaining and annuity
Questioning is another type of communication technique. Not done correctly how can it affect the advisors and the clients relationship?
I could put the advisor in the role of the authority figure and the client as a passive subordinate.
What are the six types of questioning when use as a type of communication technique?
- Open end questions – most effective and used to get opinions from the client.
- Closing questions – limiting and uses yes or no answers.
- Leading question – could be used to manipulate the client, usually begins with “Are you sure…”
- Why questions – can put the client into a defensive mode
- True/false or either/or questions – you will usually get limiting responses
- Question Bombardment – asking questions without waiting for the answer.