Introduction
The COVID-19 pandemic has accelerated the IR 4.0 trends in digitalisation and use of artificial intelligence in the financial services industry. With the rise of fintech, clients nowadays are getting more educated, smart and demanding. They need to see the value of getting a financial service and they need to trust you to disclose their financial concerns and confidential information.
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 have an abundance of information at their fingertips. Today's consumers are equipped with knowledge of the products and services they are buying, and they are willing to do research to compare the different offers. Granted, they already know the fundamentals of investments, so financial advisors need to step up and provide them value-added services.
Consultative or Need Based Selling Approach
This selling approach which focuses more on trying to understand the prospect’s needs and wants, and then recommending the prospects why they need their product / services may no longer be effective especially with high net worth clients. This approach is usually under the control of the financial advisor / planner and can appear manipulative and selfish. This has worked in the past but today this may be a recipe for disaster, especially in the IR 4.0. Moreover, buyers' purchases tend to be based on emotions and the need to justify client choices with logic without much input from the advisers.
Acknowledging and collaborating with buyers’ decisions and maintaining client loyalty is what’s most important. There is a greater need for understanding client’s financial gaps, forging a trustworthy partnership to build openness and engaging at an emotional level to generate sustaining and rewarding longer term relationships. It’s the connection that one can make, the capability to work with client fears / emotions, and to provide the confidence for the client to make their initial purchase. It is also crucial how one delivers the promises made to the client, maintaining the relationship and to serve the client to navigate internal disagreements that will help keep them remain loyal.
Program Structure
The Workshop will focus on elevating the selling skills of financial professionals by applying the 4D Client Engagement Coaching Model. The workshop will shift the mindset of the financial professionals and bring more value to their clients applying Emotional and Conversational Intelligence skillsets resulting in improved breakthrough in sales.
4D Client Engagement Coaching Model
Key Objectives
- 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;
- 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
Workshop Agenda and Learning Outcomes
| Framework | Topic | Learning Outcomes | Approach |
| Engaging with Purpose |
Reflective Practice: R2A2 |
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| Empowering the Process | Tools & Competencies:
Reflective Practice: R2A2 |
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| Empowering the Process |
Reflective Practice: R2A2 | Understanding the Neurochemistry of Conversations and its impact on building Trust Building Behaviors of Trust and Transparency:
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| Empowering the Process |
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| Empowering the Process | Emotional Intelligence Competencies:
Reflective Practice: R2A2 |
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| Enabling Practice | 4D Client Engagement Model Stage 1: Designing the Agenda
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| Enabling Practice | Stage 2: Discover the Gaps
Reflective Practice: R2A2 |
| Live coaching session and participants will take role of an coach/financial planner/advisor, coachee/prospect or an observer. |
| Enabling Practice | Stage 3: Discuss the Solutions
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| Live coaching session and participants will take role of an coach/financial planner/advisor, coachee/prospect or an observer |
| Enabling Practice | Stage 4: Deploy Action Plans
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| Live coaching session and participants will take role of an coach/financial planner/advisor, coachee/prospect or an observer |
| Enabling Practice | Full Practice with case study |
| Work 3 in a group to solve the case, fishbowl style coaching clinic |
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.
Core Facilitator
Weehen Tang
PCC, CFP, IFP
Executive Business Coach and Facilitator
As an International Coach Federation (ICF) credentialed Coach since 2009, Wee Hen is enthusiastic and passionate to empower individual leaders and professionals to achieve personal and professional success. Wee Hen brings more than 16 years of diverse corporate experience in various local and regional leadership roles in IT, Banking & Financial Services.
She is currently a Senior Partner with Harvest Global Resources based in Kuala Lumpur and focusses in the development of leaders through executive coaching and business coaching, particularly in the banking and financial services industry.
Wee Hen started her professional experience in 1993 as an intern with NCR Corporation World Head Quarter in Dayton, Ohio. Subsequently, she joined NCR Malaysis for about 8 years playing various roles , from an Accounts Executive, Chief Accountant, Acting Financial Controller, International Corporate Auditor (performed audit in 17 countries), Asia Pacific Business Lead for Oracle ERP Project and Asia Pacific Internal Control and Policy Compliance Manager. In 2001, she joined iPerintis Sdn Bhd, an IT arm of Petronas to lead the E-Procurement team as a Project Manager.
Investment
- Please contact us for information on workshop fees.
Includes:
- Lead Facilitator and one Associate Facilitator (20 participants)
- Lead Facilitator and two Associate Facilitators (above 20 participants)
- Workbook for participants
Excludes:
- 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.