The author explores the impact of the “Fifth element” on conversations and association with clients. The section elaborates the impact of personal relationships on responses and conversations through the creation of empathy, which is derived from memories. The “Fifth element” refers to the realization of individual sensitivity, character manifestation, and awareness that emerges in the discussion or conversation. It facilitates the development of a response that shows a personal connection with the event, discussion or issue at hand. The initiative of sharing experiences with clients results in the development of respect, understanding and trust, which expands the relationship with the client.
In chapter 11, the book explores the role of opening statements in eliminating the formality of conversations with clients. It is important to view the conversation from the client’s point of view thus anticipating the degree of formality to employ in the conversation. Financial professionals require the development of a high degree of trust from the client through demonstrating understanding and knowledge. Moreover, the author also attempts to show the need for proper closing statements that show preparation and respect the attention from the client throughout the conversation. Closing statements are required to trigger thought, invite questions, feedback, and remarks from the client. Financial professionals should refrain from adding irrelevant content to the presentation to prevent confusion among the clients.
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At the end of Chapter 12, the reading refers to the application of the Candid Camera, which was aired as a practical joke in 1948. This activity involves exploring the flaws and deficiencies of performances and conversations using prerecorded tapes. Financial professionals are encouraged to participate in the activity through roleplays and taping presentations to examine the quality of the presentation and possible flaws. Non-verbal cues also play a crucial role in conversations, consequently, the reading encourages financial professionals to practice and examine their non-verbal cues.
- Finder, R. (2013). The financial professional’s guide to communication. Upper Saddle River, N.J.: FT Press.
