Module 2 (Effective Communication) Flashcards Preview

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Flashcards in Module 2 (Effective Communication) Deck (45):
1

What are the four ways an advisor must promote trust?

1. structuring communication
2. alleviating concerns
3. responding to social style of the client
4. communicating effectively

2

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

structuring

3

What are the three types of structured communication?

interviewing
counseling
advising

4

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

Interviewing

5

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

interviewing

6

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

directive interview

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.

Non-directive interview

8

This involves an offer to help someone.

Counseling

9

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

Counseling

10

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

Counseling

11

Does counseling include helping with credit card problems?

Yes

12

This type of structure communication involves giving specific guidance.

Advising

13

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

Advising

14

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

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

15

What domain of financial planning uses structured communication method advising?

Domain 4

16

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

17

What are the four social styles?

Driving
Expressive
Amiable
Analytical

18

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

Driving

You should be efficient and provide options.

19

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

Expressive

You should take time to listen

20

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

amiable

You should just cooperate

21

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

You should be accurate and have an agenda.

22

Clients are more likely to accept an advisor's recommendations if the advisor demonstrates an interest in...

the client.

23

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

good listening skills.

24

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

Overtly or Coverly

25

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

Non-judgmental manner

26

What is a particularly sensitive topic for clients?

Death or dying

27

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

Overt hostility

28

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

Overt hostility

29

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

Covert hostility

30

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.

31

What are the four attributes of an effective advisor?

Unconditional positive regard
Accurate empathy
Genuineness
Self-awareness

32

Is an attitude of appreciating the client as a worthwhile person.

Unconditional positive regard

33

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

34

This is when an advisor has to be a real person.

Genuineness

35

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

36

Is listening a form of communication?

Yes

37

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

True

38

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

Paraphrasing

39

The majority of communication occurs through...

Nonverbal means

40

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

Active listening

41

Name the five types of responses.

1. Continuing response – smiling or nodding to encourage the speaker to continue.
2. Reflection-of-feeling response – responding to a client in an empathetic way by paraphrasing their words and feelings.
3. Restatement-of-content response – repeating what the speaker said which can encourage the speaker to continue.
4. Clarifying response – translating client words into a more understandable language without adding anything new.
5. Summarization response – summarizing a series of scattered ideas and make it more focused.

42

This is when the advisor takes the lead and deviates from the clients responses to another topic.

Leading responses

43

What are the four types of leading responses?

1. Reassuring – bolsters the clients spirits.
2. Interpretive - interprets what the client just said, like why the client is afraid to retire early.
3. Suggestive – giving advice to clients
4. Explanatory – neutral explanation of General fact, almost like explaining and annuity

44

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.

45

What are the six types of questioning when use as a type of communication technique?

1. Open end questions – most effective and used to get opinions from the client.
2. Closing questions – limiting and uses yes or no answers.
3. Leading question – could be used to manipulate the client, usually begins with "Are you sure..."
4. Why questions – can put the client into a defensive mode
5. True/false or either/or questions – you will usually get limiting responses
6. Question Bombardment – asking questions without waiting for the answer.