5 Steps to Calming Upset Clients

Kay, Barbara
May 2011
Journal of Financial Planning;May/Jun2011 Practice Management Sol, p28
Academic Journal
The article presents the five steps method that financial advisers might consider in responding to an upset client. It says that emotions are highlighted when advisers faced with upset clients alongside professional and financial concerns of their own. The author relays listening as the first key step to learn the client's emotions or perceptions. She identifies emotional skill as a critical competency that any adviser must acquire.


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