Market Stress and Market Stress and Retaining Clients and Retaining Clients and Attracting New AssetsAttracting New Assets

Webinar #4: How to Rebuild Webinar #4: How to Rebuild Woman Client's Woman Client's

Trust and LoyaltyTrust and LoyaltyIn this Volatile EnvironmentIn this Volatile Environment

Rebuilding Trust and Rebuilding Trust and Loyalty Loyalty with Women Clientswith Women Clients

T They don't know what to expect from you and your hey don't know what to expect from you and your professional advice -- going forward professional advice -- going forward ••

Previously, trust and loyalty was based on the Previously, trust and loyalty was based on the expectation of (asset) protection and them being expectation of (asset) protection and them being able to depend on your assurances….they now haveable to depend on your assurances….they now havedisconfirming experiences…disconfirming experiences…

••

For your men clients it's about For your men clients it's about taking actiontaking action and and outcomesoutcomes……•• For your women clients it's about For your women clients it's about rebuilding your rebuilding your

relationshiprelationship and and processprocess……••

You'll Get a Black Belt in Negotiating+Communicating with Women Clients Under Stress

Blend Your Own "Type A" Psychology

….with Your Female Client's Different

Needs•Priorities•Feelings•Coping Approaches•

Both kinds of approaches are needed for the best outcomes -- right now

…primary area of the brain that deals with stress is the limbic system or the emotional brain.

…after a perceived danger has passed, your body then tries to return to normal. But this becomes even moredifficult with age.

…levels of stress hormones rise with age…

Brains in the Rest-State: Brains in the Rest-State: Which Is Female?Which Is Female?

(brain scans provided by Daniel Amen, M.D.)

Insights From The New Science Of Gender Differences

Chemical Differences: Men

Low Levels Of "Feel Good" And Bonding Hormones High Testosterone – The "Action" Hormone

Men Clients (and male advisors!) Manage stress through…

Action• Performance• Taking Charge• Fixing, Manage, Control• Think, Plan, Analyze•

Play with your pen, cup, Play with your pen, cup, üü Fidgeting or "antsy," Fidgeting or "antsy," jiggle ajiggle a leg, tap the table" leg, tap the table" üü

Tell jokes Tell jokesüü Appear to be zoning out Appear to be zoning outüü Avoid making eye contact Avoid making eye contactüü Check Blackberry, phone, Check Blackberry, phone, email emailüü

Order around women in the Order around women in the office or staff office or staff üü

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More Don'ts…..

Taking notes even when boredTaking notes even when boredØØ Using more sensory/emotive words andUsing more sensory/emotive words and phrasesphrasesØØ

Will likely not be aggressive in stating herWill likely not be aggressive in stating her views or interrupting you. views or interrupting you.ØØ

Asking open-ended, "don't you think?" kindsAsking open-ended, "don't you think?" kinds of questions, rather than showing strength" of questions, rather than showing strength"ØØ

Spending more time "connecting the dots"…Spending more time "connecting the dots"…ØØ Feel undervalued if their opinions/views are Feel undervalued if their opinions/views are not specifically sought out not specifically sought outØØ

Using more words than men…Using more words than men…ØØ Need adequate discussion time Need adequate discussion timeØØ

Woman Client's Behaviors To Watch For…

Quick TipsQuick Tips

Allow venting -- to a degreeAllow venting -- to a degree••Advise your especially sensitive clients to Advise your especially sensitive clients to avoid the media avoid the media

••

Don't move too quickly from emotional issues Don't move too quickly from emotional issues ••Invite another woman into your meeting Invite another woman into your meeting ••

Rebuilding Trust and Loyalty with Rebuilding Trust and Loyalty with Women ClientsWomen Clients

Show them, and express verbally and in Show them, and express verbally and in writing, what they can expect from yourwriting, what they can expect from your g goingoing forward forward

••

Yes, the markets have fallen but you are stillYes, the markets have fallen but you are still•• working on their behalf and the relationshipworking on their behalf and the relationship has not been damagedhas not been damaged

They now have disconfirming experiences…They now have disconfirming experiences…•• They are looking for empathy, the feelingThey are looking for empathy, the feeling

that that you "…get them"…you "…get them"…••

Today, Right Now, You Can…Today, Right Now, You Can…

Pick Out A Few Of These Suggestions To TryPick Out A Few Of These Suggestions To Try••Remember: It's Not Your Fault. Remember: It's Not Your Fault. ••Set Polite But Clear BoundariesSet Polite But Clear Boundaries••Communicate Clearly That You Are Hard at Communicate Clearly That You Are Hard at Work, Not Paralyzed, You Are Available To Work, Not Paralyzed, You Are Available To HelpHelp

••

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Contact:Elmer Rich IIIelmer_rich@genderleadership.com312-841-1149

www.genderleadership.com

Thank You

New Book!!