Harvest Global Resources Signature Program

Acheiving High Sales Performance for Financial Services Professionals

Introducing the Client Engagement Coaching Model
with Emotional Intelligence® and Conversational Intelligence®


In 2020, the Securities Commission launched the Digital investment Management Services framework, signifying the era of financial technology (FinTech). Although Malaysia has not caught up with the trend of Zero-Upfront sales charges, digital investment management services have lowered upfront sales charge to stay competitive in the market, especially in the race to triumph over traditional investment instruments. Due to their lower cost of sales charge, they become popular especially among the new generation of tech-savvy investors.

Here are some of of the common challenges faced by unit trust consultants (UTC) or financial advisors (FA) in the fund management and insurance industries

Online Investment Platforms

Online investment platforms offer greater flexibility, functionality and affordability for investors to monitor and make transactions - and Malaysia is embracing them. This is evident when the EPF Online investment Platform was launched in 2020 to enable members to invest directly from their EPF account. UTCs who are catering to investors who are using their EPF savings to invest will be affected due to the convenience online platform provides.

The Digital Age

The digital age has created investors that has abundance of information at their finger tips. Today's consumers are equipped with knowledge of the products and services they are buying, and they are willing to do research to compares the different offers. Granted, they already know the fundaments of investments, so financial advisors need to step up and provide them value-added services.

The ineffectiveness of Need-Based Selling Approach

The Need-Based Selling / Consultative approach focuses on understanding the prospect's needs and recommending them the suitable products. This outdated approach may no longer be effective for investors, who make up of high net-worth individuals, because it has been perceived as manipulative and selfish. Based on behavioural studies, consumers tend to make decisions based on emotions rather than logic. Hence, financial advisors require a more strategic input.

The rise of the robo-advisers in Malaysia have changed the way we think about the roles of (human) financial advisors. More than ever, financial advisors have to offer these distinctive values - human touch, trust and collaboration. They need to have a greater understanding of their client's financial gaps, then forge a trustworthy partnership and build openness. To capture the client's confidence to make their initial purchase, financial advisors have to engage them on an emotional level and address their fears. This generates a sustainable and rewarding relationship.

Program Structure

This 2-day workshop will focuses on elevating the selling skills of advisors by applying the 4D Client Engagement Coaching Model. We aim to shift the mindsets of UTCs and FAs, and enable them to bring more values to their clients. Participants will learn how to apply the  Emotional Intelligence® and Conversational Intelligence® tools to their practises, resulting in improved breakthrough in sales.

4D Client Engagement Coaching Model

4D Client engagement coaching model

Key Objectives

  1. This workshop aims to introduce the 4D Client Engagement Coaching Model and enable participants to effectively apply the model in their financial advisory or planning process;

  2. Utilise the Emotional Intelligence® and Conversational Intelligence® tools to build trusting relationships create values, thereby enabling profitable, win-win partnerships.

Who is this Program for?

Unit Trust Consultants

Financial Advisors 

Insurance Advisors 

• Other financial service agents

Learning Outcomes

  • Understand the principles and benefits of coaching using the 6-Steps Financial Advisory/Planning

  • Learn the 4D Client Engagement Model to elevate and bring values to conversations with clients

  • Learn and master client coaching skills by applying E-IQ and C-IQ tools

  • Learn through Perfect Practive - Role Plays using real case scenarios

Lead Instructor

Rajiv Mathews George
Strategic Sales Leadership Coach
Reflective Partner & Leadership Development Practioner
Supervisor & Mentor Coach
Conversational Intelligence® Certified

Rajiv’s sales experience started as a rookie salesperson in the United States and eventually achieving his leadership excellence as a General Manager and senior-level Vice President. He started with a polymer manufacturing operation in California and in Iowa, and later servicing in a Mergers and Acquisitions group in Chicago.

In the year 2000, he moved to Kuala Lumpur to manage a million dollar turnover carpet-broadloom business group in their Asia-Pacific operation. In 2005 he established in own coaching practice to focus in leadership development. He specializes in Sales Leadership Development and Sales Performance Improvement.

"To get to the next level of greatness depends on the quality of the culture, which depends on the quality of the relationships, which depends on the quality of the conversations. Everything happens through conversations!”

—Judith E. Glaser, Conversational Intelligence®: How Great Leaders Build Trust and Get Extraordinary Results

Workshop Agenda and Learning Outcomes

FrameworkTopicLearning OutcomesApproach
Engaging with Purpose· Welcome & Check in

· The Business Case of Coaching in Financial Advisory Process

· The evolution of selling style: Tradition product sales > Consultative > Coaching

· Self-Assessment –P.T.S.M

· Sales performance journey

· Fixed & Growth Mindset

Have an overview the differences among traditional, consultative and coaching selling approach.

Understand the impact of coaching in client development and buying facilitation and how sales skills are integrated using coaching methodology

Self-Assessment on core components of success (Process, Tools, Skills & Mindset)

Introduction of Sales Performance journey

Activate Growth Mindset

§ Connecting Activity

§ Lecture

§ Feedback

Empowering the Process4D Engagement
The Power of Enrolment (overview)Tools & Competencies - Conversational Essentials Tools

  1. Listen to connect
  2. Priming for Trust
  3. Double Clicking
  4. Sustain Conversational Agility
Understanding the Neurochemistry of Conversations and its impact on building trust

Building behaviours of trust and transparency

  1. Closing reality gaps and opening up views
  2. Elevating share and discover
  3. Shifting mindset from reptilian to executive brain
§ Activity

§ Brief

§ Debrief through Observation & Reflection

Empowering the Process 


Conversational Dashboard and the Three level of ConversationsShifting from Protecting to Partnering Behaviours Activating Level 3 Conversations§ Activity

§ Brief

§ Debrief through Observation & Reflection

Empowering the Process


Emotionally Intelligence Competencies:

Awareness of others;
Positive influence

Self-assessment§ Activity

§ Brief

§ Debrief through Observation & Reflection

Enabling Practice4D Client Engagement Model

Stage 1: Defining the Agenda

  • Client Engagement
  • Purposeful Agenda
  • Key Feature, Steps & Objectives
Focus on the importance of connecting and contracting which sets the stage of establishing and defining the client-planner relationship.§ Activity

§ Brief

§ Debrief through Making Choices to Move Forward

Enabling Practice


Stage 2: Discover the Gaps

  • Needs Analysis
  • Goal Alignment
  • Key Feature, Steps & Objectives
Discover the prospect’s wants & needs, the self-limiting beliefs and reframing the client gaps to drive the buying/engagement decision.

Stage 1 & 2 are the most important stages in order to get the prospects/clients engaging your service before proceeding with the rest of the 6-steps financial advisory/planning process.

§ Live coaching session and participants will take role of an coach/financial planner/advisor, coachee/prospect or an observer
Enabling Practice


Stage 3: Discuss Solutions

  • Introduce Solution
  • Customize Solution
  • Key Features, Steps & Objectives
Focuses on the power of co-creation which validates the client relationship to move forward. At this stage, one collaborates with prospect to strategize, problem-solved, and work through the blocks to their goals.§ Live coaching session and participants will take role of an coach/financial planner/advisor, coachee/prospect or an observer
Enabling Practice


Stage 4: Decide Action Plans

  • Clarifying & Confirming Options
  • Committing Action Steps
  • Key Feature, Steps & Objectives
Focuses on the final stage of commitment, actioning, & continuous goal alignment. Collaborative close, establish meaningful action steps, develop solid time- line to follow-up, transfer the accountability to prospects/clients.§ Live coaching session and participants will take role of an coach/financial planner/advisor, coachee/prospect or an observer

Program Delivery Methodology

This is a practical, interactive and lively, activity-based workshop. Facilitators will engage and encourage peer and group practices using realistic scenarios when conducting gap analysis for their reflection, review, and critiques on areas of improvements. Participants engage in experiential hands-on learning through mini-lectures, assessments, group discussion, role-plays and skills-building activities.


  • Please contact us for information on workshop fees.


  • Lead Facilitator and one Associate Facilitator (20 participants)
  • Lead Facilitator and two Associate Facilitators (above 20 participants)
  • Workbook for participants


  • Training Facility
  • Refreshment & Meals
  • LCD Projector & Flip Chart Stands with Paper
  • Any Travel / Accommodation outside Klang Valley

Other Notes:

  • The Facilitators are certified in Conversational Intelligence®.
  • The materials used in this program are copyrighted and cannot be used for internal distribution.

About E-IQ

In the Sanofi-Aventis study, sales people with higher EI. develop more accounts, higher sales, stronger customer service and better customer relationships.

A recent White paper “ Emotional intelligence the essential skillset in the age of Artificial Intelligence published by Capegemini Research Institute establishes that :

  • In the age of automation and AI, emotional intelligence is set to become a “must-have” skill
  • On average, demand for EI is expected to increase by as much as six times:
  • The financial services sector will see the highest increase in demand for EI skills

Emotional intelligence refers to the ability for people to recognize, understand, and perceive emotions effectively in everyday life. Daniel Goleman, psychologist, science journalist, and an expert on emotional intelligence, and Richard E. Boyatzis, author, professor and an expert in leadership development and emotional intelligence, group these skills into four main categories4 –

  • Understanding your own emotions and how they affect your performance
  • Controlling your emotions effectively and taking positive initiatives, e.g. via emotional self-control, adaptability, achievement orientation, and positive outlook
  • Managing interactions with others to help them feel understood, e.g. via coaching, teamwork, influence, conflict management, and inspirational leadership
  • Accurately gauging and reading situations and people around you, e.g. vi empathy and organizational awareness

About C-IQ

“To get to the next level of greatness depends on the quality of the culture, which depends on the quality of the relationships, which depends on the quality of the conversations. Everything happens through conversations!”  ― Judith E. Glaser, Conversational Intelligence®: How Great Leaders Build Trust and Get Extraordinary Results

Conversational Intelligence (C-IQ) is about connecting, navigating and growing WITH others. Conversational Intelligence provides us with frameworks for building TRUST, which is the human platform from which great conversations emerge. C-IQ provides a new innovative frameworks for understanding how conversations shape our relationships, partnerships, our culture and our reality. C-IQ introduces new frameworks and tools for creating higher levels of trust, of activating higher levels of engagement, strengthening partnerships, and catalyzing co-creation and innovation in relationships, teams and cultures. As we build trust with others, we strengthen our ability to EXPRESS our inner thoughts and feelings - which strengthens our relationships and creates mutual success.

Conversational Intelligence is based on Neuroscience Research specifically the Neuroscience of Conversations. C-IQ provides us with deep understanding about how every conversation has an impact - and as we learn about our conversational patterns, we are able to ‘Architect, Deconstruct, and shape our conversations with others, one conversation at a time!’

Once you learn what patterns drive connectivity and trust, and what drive fear and distrust, you are able to connect, engage, navigate and co-create with others in healthy ways. Conversational Intelligence elevates Oxytocin, the chemistry of Connection, and lowers Cortisol, the chemistry of fear and distrust. Understanding the Neuroscience of Conversations and applying this wisdom inside of companies transforms individuals, teams and organizations - and opens up new pathways for mutual success.

Unlock your team's untapped potential.

Develop your Conversational Intelligence® today.

Register Your Interest Now

Input the program name in the Subject line.

    Your Name (required)

    Your Email (required)


    Your Message