Cathy MacDonald at HUM London 2020
Communicating Differently
At the Humans Under Management London 2020 event, speaker Cathy MacDonald presented on the vital topic of effective communication in professional settings, drawing from her extensive experience in crisis negotiation.
The talk addresses the challenges financial advisers face in understanding and responding to client emotions. It emphasises that successful communication is crucial for building trust and rapport with clients.
Key insights include:
- Recognising the importance of emotion in communication and its impact on decision-making.
- Identifying and addressing core emotional concerns, such as appreciation and autonomy, to foster better client relationships.
- Applying effective listening techniques to discern clients' needs and values, allowing for tailored responses.
- Using strategic language, such as "I" messages, to communicate feedback without creating defensiveness.
Watching this video will equip financial advisers with practical communication strategies that enhance client interactions and improve overall practice effectiveness.
