Are you a good communicator? How do you know? In this article, 4 Keys to Mastering Client Conversations, Marie Swift of Impact Communications offers some ideas that bubbled up during her work on a new paper, Mastering the Conversation: A Guide to Excellent Client Communication, which Heather Kelly and the Advisory Solutions Team at Allianz made available in 2022.
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We can all think of people in our lives who are smart as the dickens but they seem to lack emotional intelligence. They don’t seem to understand that tone matters, that body language and facial expression matters, that words matter. It’s not always what they say but how they say it – and when – that seems a bit ham-handed.
In the study we conducted in 2020, Impact Communications found that when it comes to reassuring clients during turbulent times, “I care” communications are way more important than “I know” communications. Of course, communicating effectively was not easy during the worst parts of 2020 and the dog years of 2021.
So, how do you master even the toughest of conversations? This article will dive deeper into the topic. You will also find links to resources and ideas for becoming more resilient yourself as a "first responder" of sorts.