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• Preface
• Acknowledgments
• How to Use This Book
• Introduction
• Chapter 1 An Introduction to Applied Communication
• 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
• 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
• Introduction
• Identifying Target Clientele
• Understanding the Office Environment
• Stress and Communication: Bringing the Pieces Together
• Summary
• Chapter Applications
• Notes
• Chapter 4 Listening Skills
• 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
• 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
• Why Nondirective Communication?
• Outcomes Associated with Nondirective Communication
• Clarification
• Summarization
• Reflection
• Paraphrasing
• Styles of Paraphrasing
• Summary
• Chapter Applications
• Notes
• Chapter 7 Directive Communication
• 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
• 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
• The Power of Language
• Politeness
• Politeness Through Inclusion Versus Exclusion
• Sensitivity
• Language Sensitivity
• Summary
• Chapter Applications
• Notes
• Chapter 10 Financial Planning—A Sales Perspective
• 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
• About the Authors
• About the Companion Website
• Index
• EULA