Positive & Productive Client Communication · 630.212.5460 [email protected] 5 Universal...
Transcript of Positive & Productive Client Communication · 630.212.5460 [email protected] 5 Universal...
www.barbarakaycoaching.com � 630.212.5460 � [email protected]
Positive & Productive Client Communication Behavioral Finance Principles in Action
www.barbarakaycoaching.com � 630.212.5460 � [email protected]
No portion of this presentation material may be copied or distributed without written permission
² Barbara Kay Coaching
Productivity ² Teams ² Clients ² Change ² Leadership ²
Professionally trained in Clinical Psychology and Coaching, publications include journal articles and two books, The Top Performer’s Guide to Change and The $14 Trillion Woman: Your Essential Guide to Engaging the Female Client. Barbara works with:
Individuals Leaders Teams Organizations Industry Partners
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www.barbarakaycoaching.com � 630.212.5460 � [email protected]
1. Introduction: How Humans Think
2. Fundamentals of Behavioral Finance: Human Bias Thinking
3. How Biases are Organized & Patterns to Look for in Clients
4. Communication Steps to Shift Clients out of Bias Thinking
5. Communication Steps to Engage Client Analytical Thinking
6. Best Practices for Every Client Conversation
7. Q & A
Agenda
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How Humans Think
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How Humans Think: Fast & Intuitive
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How Humans Think: Slow & Hard
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Bias in Action: Fast & Intuitive
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How Biases are Organized
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Bias Patterns to Look for in Clients
Pain Avoidance Appeal Accuracy Fear the Unlikely if: ü Vividly Traumatic ü Repeated Shared ü Personally Relevant ü Strongly Emotional
True & Appealing if: ü Easy to Understand ü Appealing ü Good Story ü Initial Success ü Appears Reasonable
Believe True if: ü Repeated ü Recent ü Others Believe ü True Before ü Pleasure Now
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Solution: Shift Bias Thinking
Stock Market on pace for Worst December since the Great Depression CNBC 12-17-18
Investors Flee Stock & Bond Funds.. Amid Equity Panic in December CNBC 1-7-19
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Uncover & Clear Emotional Fog
Step 1: Uncover on the Emotion
ü Look for emotion first ü Ask emotion based questions
Fact: Emotion wins the cognitive battle. Rationality is down when emotion is up.
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Uncover & Clear Emotional Fog
Step 2: Clear the Emotional Fog
ü Reflect what you hear emotionally ü Explain “It’s normal” ü Reinforce your role as guide ü Invite to collaborate & problem-solve
Fact: Reflecting & Normalizing are powerful tools for clearing emotion & reducing anxiety
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Activate Analytical Thinking
1. Create Accurate Perspective:
ü Share history & trends ü Add new perspectives ü Talk about their big picture
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Activate Analytical Thinking 2. Use Appealing Vivid Fluency:
ü Graphics over Words ü Images over Graphs ü Simple over Complex ü Comfort over Stress
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Activate Analytical Thinking
3. Visualize Future Feelings & Experiences:
ü Normalize human forecasting limitations ü How will it feel, if......? ü Review past successes & reinforce
OR
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And. . . .
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Best Practices in Communication
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4 Communication Mistakes to Avoid: 1. Overselling: Positivity is helpful. Overselling reduces credibility, increases
cynicism and pessimism.
2. Forgetting to Acknowledge: People cannot move forward, until they feel “heard”. Remember, acknowledging ≠ agreeing.
3. Not Communicating Frequently: Lack of information increases anxiety and pessimism. In a vacuum humans are wired to assume the worst.
4. Getting Stuck on Particulars: People may get stuck on particulars or make demands that disguise the real issue. Ask questions to uncover the core concern. i.e. “What is most important for you?”
Best Practices in Communication
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5 Universal Communication Techniques: 1. Reflective Listening: Lack of Reflective Listening is a primary reason
people repeat, escalate, get frustrated, argue. Acknowledge with Reflective Listening.
2. Get the “but” Out!: ”But” erases half or your message (usually the most important half). “I agree with you, but I have found that . . ”.
3. Agree! + And: Find at least one point of agreement and agree with conviction! Only after agreeing, add with “and” (never but).
4. Meta-Communicate: Meta-communicate by respectfully addressing
communication beyond the spoken words. “You expression tells me that you might not be following me. What are you thinking?”
5. Broken Records Work: Respectively stay on point by politely repeating. Don’t be derailed by distractions or escalations.
Best Practices in Communication
www.barbarakaycoaching.com � 630.212.5460 � [email protected]
No portion of this presentation material may be copied or distributed without written permission
² Barbara Kay Coaching
Productivity ² Teams ² Clients ² Change ² Leadership ²
Professionally trained in Clinical Psychology and Coaching, publications include journal articles and two books, The Top Performer’s Guide to Change and The $14 Trillion Woman: Your Essential Guide to Engaging the Female Client. Barbara works with:
Individuals Leaders Teams Organizations Industry Partners
Bar
bara
Kay
Coa
chin
g ©
201
9 A
ll rig
hts
rese
rved
www.barbarakaycoaching.com � 630.212.5460 � [email protected]