[eBook Code] Communication Essentials for Financial Planners (eBook Code, 1st)

Preface xi

Acknowledgments xxv

How to Use This Book xxvii

Introduction xxix

Chapter 1 An Introduction to Applied Communication 1

Introduction

Financial Planning Outcomes

Communication Defined

The Theory of Communication

The Importance of Feedback

Conclusion

Summary

Chapter Applications

Notes

Chapter 2 Structuring the Process of Interpersonal Communication 21

Introduction

Social Penetration Theory

Orientation

Exploration

Affective Exchange

Stable Exchange

Relationship Benefits and Costs

Accounting for Stress

Building Client Trust: An Appreciative Inquiry Example

Summary

Chapter Applications

Notes

Chapter 3 Structuring the Process of Communication through the Office Environment 37

Introduction

Identifying Target Clientele

Understanding the Office Environment

Stress and Communication: Bringing the Pieces Together

Summary

Chapter Applications

Notes

Chapter 4 Listening Skills 57

Paying Attention to the Client

Attending to What Is Said

Interpreting What Is Heard

Transference and Countertransference

Passive versus Active Listening and Responding

Silence: A Stressful Time for Client and Financial Planner

Responding to “I Don’t Know”

Summary

Chapter Applications

Notes

Chapter 5 Questioning 75

Introduction

Open-Ended Questions

Closed-Ended Questions

Choosing Between Open and Closed-Ended Questions

Question Transformations

Swing Questions

Implied and Projective Questions

Scaling Questions

Summary

Chapter Applications

Notes

Chapter 6 Nondirective Communication 91

Why Nondirective Communication?

Outcomes Associated with Nondirective Communication

Clarification

Summarization

Reflection

Paraphrasing

Styles of Paraphrasing

Summary

Chapter Applications

Notes

Chapter 7 Directive Communication 109

Direction: The Essence of Financial Planning

Interpretation

Reframing

Explanation

Advice

Suggestion

Urging

Confrontation

Ultimatum

Summary

Chapter Applications

Notes

Chapter 8 Trust, Culture, and Communication Taboos 135

Understanding a Client’s Cultural Attributes

Interpersonal Preference

Risk Management

Culture and Trust

Communication Taboos

A Cultural Example

Summary

Chapter Applications

Notes

Chapter 9 Politeness and Sensitivity in Communicating with a Broad Range of Clients 157

The Power of Language

Politeness

Politeness through Inclusion versus Exclusion

Sensitivity

Language Sensitivity

Summary

Chapter Applications

Notes

Chapter 10 Financial Planning—A Sales Perspective 173

Sales Models

The Challenger Model

The Consultative Model

Manipulation versus Persuasion

Consultative Selling and Compensation

Understanding Client Behavior

Dealing with “No”

The Ethics of Selling

Summary

Chapter Applications

Notes

Solutions 189

About the Authors 193

About the Companion Website 195

Index 197