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| a type of leading response in which the advisor cuts to the heart of the matter, “translating” what the client has said |
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| a type of leading response that is intended to reassure or encourage the client. Although reassuring responses can make the client feel better and enhance rapport with the advisor, they do not address the underlying situation. |
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| a type of leading response in which the advisor gives advice to the client in the form of a suggestion or several suggestions about which the client has the final decision |
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| a type of question that encourages expansive responses especially when soliciting opinions, thoughts, ideas, values, and feelings |
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| a type of question that solicits singular facts or a yes or no response |
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| a relatively ineffective type of question in which the client’s answer is limited to only two options |
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| a closed-ended question in which the client’s response must indicate whether the question is true or false |
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| a question that should generally be avoided because asking “why” tends to question the client’s motivation or lack of it, and thus creates a certain defensiveness. Why questions carry with them a connotation of implied disapproval, forcing the client to justify or defend his or her thoughts, ideas, or actions. |
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| a faulty questioning technique in which the advisor asks two or more questions without giving the client a chance to respond |
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| one form of structured communication. It can be defined as a process of communication, most often between two people, with a predetermined and specific purpose, usually involving the asking and answering of questions designed to gather meaningful information. |
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| a type of structured communication in which the interviewer (advisor) directs and controls the pace and content to be covered; it is a formalized, structured form of interaction. Its advantages are that it can be brief and that it provides measurable data; its disadvantages are that it is often inflexible and does not allow the interviewee (client) to choose topics for discussion. |
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| a type of structured communication that allows both the interviewer (advisor) and interviewee (client) to discuss a wider range of subject matters; the interviewee (client) usually controls the pacing and purpose of the interview. Its advantages are that there is greater flexibility and more in-depth responses than with a directive interview, and a closer relationship between the interviewer (advisor) and interviewee (client) is established. Its disadvantages are that it consumes more time than a directive interview, and it often provides data that are difficult to measure objectively. |
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| one form of structured communication. It provides assistance to clients as they explore their present situations, begin to understand where they are in relation to where they want to be, and act to get from where they are to where they want to be. It evolves over a period of time, and an interpersonal relationship often develops between the counselor (advisor) and client. |
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| one form of structured communication. It is defined as an expert (advisor) giving specific guidance or suggestions to a client who in turn may use this knowledge to help reach a decision. |
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| a relationship marked by harmony or accord. Rapport between a financial advisor and client can be aided by the advisor’s friendly, interested concern; an unhurried, leisurely pace; an accepting, nonjudgmental attitude; attentive, active listening; and an egalitarian relationship. |
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| predictable patterns of behavior that people display and that can be observed. The American population is evenly divided among four social styles: driver, expressive, amiable, and analytical. Appropriate responses to the characteristics of each social style indicate how an advisor can best establish rapport with a client who has that style. |
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| nonlinguistic actions that make up a large part of communication. From the two main sources of nonverbal behaviors, the body and the voice, come seven important types of nonverbal signs of meaning: body position, body movement, gestures, facial expressions, eye contact, voice tone, and voice pitch. |
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| using one’s body to communicate. The five basic attributes associated with physical attending are to (1) face the other person squarely, (2) adopt an open posture, (3) lean toward the other person, (4) maintain good eye contact, and (5) be relaxed while attending. |
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| the act of putting together a speaker’s words and nonverbal behaviors to get the essence of the communication being sent. With active listening, one becomes involved in the inner world of another person while, at the same time, maintaining one’s own identity and responding meaningfully to the person’s messages. |
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| a type of understanding response associated with active listening. It is a relatively unobtrusive response that encourages a speaker to continue talking. Examples include “uh-huh,” “mmmm,” “then?,” “and . . . ?”. They communicate to the speaker: “Go on, I’m with you.” |
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| restatement-of-content response |
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Definition
| a type of understanding response associated with active listening. The listener (the advisor) enhances communication by paraphrasing what the speaker (the client) has just said. It encourages the speaker to delve more deeply into the situation because he or she feels the listener is “on the same wavelength.” |
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| reflection-of-feeling response |
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| a type of understanding response associated with active listening. It enhances communication and shows an understanding of the speaker’s experience by responding to the speaker’s feelings. By paraphrasing the speaker’s feelings, the listener enables the speaker to get in closer touch with those feelings. This, in turn, facilitates the working through of the speaker’s problem. |
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| a type of understanding response associated with active listening that enhances communication. There are two forms of clarifying response. In the first, the listener attempts to restate or clarify what the speaker has had difficulty in expressing clearly. In the second, the listener asks the speaker to clarify what he or she means. |
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| a type of understanding response associated with active listening that enhances communication. Summaries can focus and capsulize a series of scattered ideas to present a clear perspective. Summarization permits both the speaker and listener to gauge the accuracy with which messages have been sent and received. |
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| a type of response in which the financial advisor takes the lead (to a certain extent) and deviates somewhat from the client’s preceding responses |
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| a type of leading response in which the advisor explains something to the client in a simple, concise, and comprehensible way |
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| in an advisor-client relationship, behavior by the client being counseled that impedes the counseling process. It is often expressed as overt or covert hostility toward the advisor. |
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| unconditional positive regard |
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| an attitude of valuing the client or being able to express appreciation of the client as a unique and worthwhile person |
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| a bonding that occurs when the financial advisor’s sense of the client’s world fits the client’s self-image; it gives clients the sense that the advisor is in touch with them |
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| a quality necessary to be an effective advisor. Financial advisors who are genuine are aware of themselves and their feelings, thoughts, values, and attitudes; always express themselves openly and honestly; do not play roles; communicate expressively without concealing anything; and are consistent (do not think or feel one thing but say another). |
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Definition
| in an advisor-client relationship, the advisor’s relative under¬standing of his or her own value systems. This gives the advisor a better chance of avoiding the imposition of his or her values onto clients. |
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