Creating emotional resonance
Clients need to feel like they know and trust their advisers. Using emotional empathy will help you build a relationship with your clients and have better conversations.
Creating emotional resonance
Clients need to feel like they know and trust their advisers. Using emotional empathy will help you build a relationship with your clients and have better conversations.
The Importance of HumanSense
Considering Consumer Duty, it’s important now more than ever to create a safe space for clients to talk openly about their financial planning. That’s why we’ve created HumanSense, an elearning based on research interviews undertaken by behavioural psychologists, with advisers and clients, to help you understand your client’s behavioural biases and engage in deeper conversations.
There are a total of six training modules covering a range of topics, such as Understanding client behaviour, Creating emotional resonance and Visualising your future self. After each assessment you complete, you’ll be awarded 60 minutes of CPD and will receive a certificate.
Getting Started
Although you can complete the modules in any order, we recommend starting with Understanding client behaviour. From there, you can select any of the five modules to complete.
In this module you will
- Recognise the three elements of trust when setting up a deeper conversation
- Explain how to build emotional empathy to better understand other people’s perspectives
- Demonstrate how to frame benefits in the wider context of a client’s life
Discover three psychological tools to help you have better conversations:
- Set up a substantive conversation based on trust
- Build emotional empathy
- Frame benefits in the wider context of your clients’ lives
Continue your learning
Visualising your future self
Unlocking unhelpful anchors
Simplifying the complex
Structuring choice
Understanding client behavior