Date/Time: January 7, 2009 (2–3 p.m. EST)
Presenters: Susan Galvan
Educational Track: Client Trust and Communications
CFP Board CE Credit: 1.0 Approved
Career Level: I, II, III
FPA Competencies: Communication Skills
CFP Board Topic List: Client Trust and Communication
Tuition: FREE for members, $69 non members

Please Note: Registration for this event will end 15 minutes prior to the start. Entering the session late may cause problems with earning your CE credit. Seating is limited, so please register early.

Type of Event

Streaming: Audio and visual presentation through your computer. This session is a REBROADCAST of the October 29, 2008, session so no live questions will be taken.

About the Program

Turmoil in the markets stimulates emotional reactions for both planners and clients. Anger, fear and grief arise with surprising intensity as uncertainty erupts and leadership flounders. Recent research shows that clients want their advisers to be at ease when emotions emerge. This session will help planners better understand what emotions are, how they manifest, and how to best manage highly-charged conversations with clients around money concerns in this tumultuous environment. The skill set is relatively simple, yet not always easy to put into practice, so we will spend some time talking about how to effectively facilitate the client relationship through these rocky times.

Learn About

• What emotions are, how they express, and how they can be transformed
• Why respect and caring matter most when emotions are high
• How to demonstrate respect and caring through the effective application of key skills which will be described in detail
• What doesn't work well and tends to break down trust
• How to sustain client relationships until markets settle and calm returns

Who Should Attend

All financial planners and advisers who manage client investments.

Our Speaker

Susan Galvan

With a lifelong interest in human development and behavior as a foundation, Galvan has worked as a professional counselor, educator, trainer, minister and administrator. She was Co-Founder and CEO of the Kinder Institute of Life Planning.

Founder of Galvanic Communications LLC, Galvan has provided in-depth training and mentorship to financial planners seeking to integrate a more holistic approach into their financial planning practice, focusing on specific skill sets, profound life goals and a methodology conducive to deepening trust and commitment in these professional relationships.

Galvan has presented workshops at both local and national FPA gatherings, at the CFP Conference in Melbourne, Australia, and most recently at the IFP Conference in Wales, UK. Her book on Life Planning, Lighting the Torch, was published by FPA Press in October of 2006.