By employing even relatively simple techniques like reflecting back what you’re hearing (word for word or by paraphrase), clients feel listened to – like they’ve connected with someone who understands and cares about what they’re saying.
This, in turn, almost automatically encourages them to open up even more, ensuring that trust is built and that the relationship is strengthened in the process.
Not a substitute, but a powerful complement
Empathetic conversations are always aimed at supporting technical expertise. Soft skills can’t substitute for hard skills, nor can they replace the type of experience that many advisers have built over years in the industry.
Rather, insights from behavioural psychology are powerful complements and additions to an adviser’s existing knowledge and skill set.
By gaining a deeper understanding of client behaviours, motivations, biases and the emotions driving their decisions, advisers can leverage behavioural psychology to serve client needs in an environment where outcomes have (rightly) been set as the top priority.
Keily Vanstone is head of marketing, brand and communications, for Canada Life
