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