Preface xi
Acknowledgments xxv
How to Use This Book xxvii
Introduction xxix
Chapter 1 An Introduction to Applied Communication 1
Introduction
Financial Planning Outcomes
Communication Defined
The Theory of Communication
The Importance of Feedback
Conclusion
Summary
Chapter Applications
Notes
Chapter 2 Structuring the Process of Interpersonal Communication 21
Introduction
Social Penetration Theory
Orientation
Exploration
Affective Exchange
Stable Exchange
Relationship Benefits and Costs
Accounting for Stress
Building Client Trust: An Appreciative Inquiry Example
Summary
Chapter Applications
Notes
Chapter 3 Structuring the Process of Communication through the Office Environment 37
Introduction
Identifying Target Clientele
Understanding the Office Environment
Stress and Communication: Bringing the Pieces Together
Summary
Chapter Applications
Notes
Chapter 4 Listening Skills 57
Paying Attention to the Client
Attending to What Is Said
Interpreting What Is Heard
Transference and Countertransference
Passive versus Active Listening and Responding
Silence: A Stressful Time for Client and Financial Planner
Responding to "I Don't Know"
Summary
Chapter Applications
Notes
Chapter 5 Questioning 75
Introduction
Open-Ended Questions
Closed-Ended Questions
Choosing Between Open and Closed-Ended Questions
Question Transformations
Swing Questions
Implied and Projective Questions
Scaling Questions
Summary
Chapter Applications
Notes
Chapter 6 Nondirective Communication 91
Why Nondirective Communication?
Outcomes Associated with Nondirective Communication
Clarification
Summarization
Reflection
Paraphrasing
Styles of Paraphrasing
Summary
Chapter Applications
Notes
Chapter 7 Directive Communication 109
Direction: The Essence of Financial Planning
Interpretation
Reframing
Explanation
Advice
Suggestion
Urging
Confrontation
Ultimatum
Summary
Chapter Applications
Notes
Chapter 8 Trust, Culture, and Communication Taboos 135
Understanding a Client's Cultural Attributes
Interpersonal Preference
Risk Management
Culture and Trust
Communication Taboos
A Cultural Example
Summary
Chapter Applications
Notes
Chapter 9 Politeness and Sensitivity in Communicating with a Broad Range of Clients 157
The Power of Language
Politeness
Politeness through Inclusion versus Exclusion
Sensitivity
Language Sensitivity
Summary
Chapter Applications
Notes
Chapter 10 Financial Planning-A Sales Perspective 173
Sales Models
The Challenger Model
The Consultative Model
Manipulation versus Persuasion
Consultative Selling and Compensation
Understanding Client Behavior
Dealing with "No"
The Ethics of Selling
Summary
Chapter Applications
Notes
Solutions 189
About the Authors 193
About the Companion Website 195
Index 197
