JOHN E. GRABLE, PHD, CFP®, holds an AthleticAssociation Endowed Professorship at the University of Georgia (UGA), where he conducts research and teaches financial planning.JOSEPH W. GOETZ, PHD, is an associate professor of financial planning at UGA and co-founder of the ASPIRE Clinic and Elwood & Goetz Wealth Advisory Group.CHARLES R. CHAFFIN, EdD, is Director of Academic Home, CFP Board Center for Financial Planning, where he oversees all initiatives related to academic research, teaching pedagogy, and building the body of knowledge for financial planning.CERTIFIED FINANCIAL PLANNER BOARD OF STANDARDS, INC. (CFP BOARD) is an initiativeto create a more diverse and sustainablefinancial planning profession so that every American has access to competent andethical financial planning advice. The Center brings together CFP® professionals, firms, educators, researchers and experts to address profession-wide challenges in the areas of diversity and workforce development, and to build an academic home that offers opportunities for conducting and publishing new research that adds to the financial planning body of knowledge. More about the Center and its initiatives can be found at www.CenterforFinancialPlanning.org.

• Preface xiAcknowledgments xxvHow to Use This Book xxviiIntroduction xxixChapter 1 An Introduction to Applied Communication 1IntroductionFinancial Planning OutcomesCommunication DefinedThe Theory of CommunicationThe Importance of FeedbackConclusionSummaryChapter ApplicationsNotesChapter 2 Structuring the Process of Interpersonal Communication 21IntroductionSocial Penetration TheoryOrientationExplorationAffective ExchangeStable ExchangeRelationship Benefits and CostsAccounting for StressBuilding Client Trust: An Appreciative Inquiry ExampleSummaryChapter ApplicationsNotesChapter 3 Structuring the Process of Communication through the Office Environment 37IntroductionIdentifying Target ClienteleUnderstanding the Office EnvironmentStress and Communication: Bringing the Pieces TogetherSummaryChapter ApplicationsNotesChapter 4 Listening Skills 57Paying Attention to the ClientAttending to What Is SaidInterpreting What Is HeardTransference and CountertransferencePassive versus Active Listening and RespondingSilence: A Stressful Time for Client and Financial PlannerResponding to “I Don’t Know”SummaryChapter ApplicationsNotesChapter 5 Questioning 75IntroductionOpen-Ended QuestionsClosed-Ended QuestionsChoosing Between Open and Closed-Ended QuestionsQuestion TransformationsSwing QuestionsImplied and Projective QuestionsScaling QuestionsSummaryChapter ApplicationsNotesChapter 6 Nondirective Communication 91Why Nondirective Communication?Outcomes Associated with Nondirective CommunicationClarificationSummarizationReflectionParaphrasingStyles of ParaphrasingSummaryChapter ApplicationsNotesChapter 7 Directive Communication 109Direction: The Essence of Financial PlanningInterpretationReframingExplanationAdviceSuggestionUrgingConfrontationUltimatumSummaryChapter ApplicationsNotesChapter 8 Trust, Culture, and Communication Taboos 135Understanding a Client’s Cultural AttributesInterpersonal PreferenceRisk ManagementCulture and TrustCommunication TaboosA Cultural ExampleSummaryChapter ApplicationsNotesChapter 9 Politeness and Sensitivity in Communicating with a Broad Range of Clients 157The Power of LanguagePolitenessPoliteness through Inclusion versus ExclusionSensitivityLanguage SensitivitySummaryChapter ApplicationsNotesChapter 10 Financial Planning—A Sales Perspective 173Sales ModelsThe Challenger ModelThe Consultative ModelManipulation versus PersuasionConsultative Selling and CompensationUnderstanding Client BehaviorDealing with “No”The Ethics of SellingSummaryChapter ApplicationsNotesSolutions 189About the Authors 193About the Companion Website 195Index 197

JOHN E. GRABLE, PHD, CFP®, holds an AthleticAssociation Endowed Professorship at the University of Georgia (UGA), where he conducts research and teaches financial planning.JOSEPH W. GOETZ, PHD, is an associate professor of financial planning at UGA and co-founder of the ASPIRE Clinic and Elwood & Goetz Wealth Advisory Group.CHARLES R. CHAFFIN, EdD, is Director of Academic Home, CFP Board Center for Financial Planning, where he oversees all initiatives related to academic research, teaching pedagogy, and building the body of knowledge for financial planning.CERTIFIED FINANCIAL PLANNER BOARD OF STANDARDS, INC. (CFP BOARD) is an initiativeto create a more diverse and sustainablefinancial planning profession so that every American has access to competent andethical financial planning advice. The Center brings together CFP® professionals, firms, educators, researchers and experts to address profession-wide challenges in the areas of diversity and workforce development, and to build an academic home that offers opportunities for conducting and publishing new research that adds to the financial planning body of knowledge. More about the Center and its initiatives can be found at www.CenterforFinancialPlanning.org.

• Preface xiAcknowledgments xxvHow to Use This Book xxviiIntroduction xxixChapter 1 An Introduction to Applied Communication 1IntroductionFinancial Planning OutcomesCommunication DefinedThe Theory of CommunicationThe Importance of FeedbackConclusionSummaryChapter ApplicationsNotesChapter 2 Structuring the Process of Interpersonal Communication 21IntroductionSocial Penetration TheoryOrientationExplorationAffective ExchangeStable ExchangeRelationship Benefits and CostsAccounting for StressBuilding Client Trust: An Appreciative Inquiry ExampleSummaryChapter ApplicationsNotesChapter 3 Structuring the Process of Communication through the Office Environment 37IntroductionIdentifying Target ClienteleUnderstanding the Office EnvironmentStress and Communication: Bringing the Pieces TogetherSummaryChapter ApplicationsNotesChapter 4 Listening Skills 57Paying Attention to the ClientAttending to What Is SaidInterpreting What Is HeardTransference and CountertransferencePassive versus Active Listening and RespondingSilence: A Stressful Time for Client and Financial PlannerResponding to “I Don’t Know”SummaryChapter ApplicationsNotesChapter 5 Questioning 75IntroductionOpen-Ended QuestionsClosed-Ended QuestionsChoosing Between Open and Closed-Ended QuestionsQuestion TransformationsSwing QuestionsImplied and Projective QuestionsScaling QuestionsSummaryChapter ApplicationsNotesChapter 6 Nondirective Communication 91Why Nondirective Communication?Outcomes Associated with Nondirective CommunicationClarificationSummarizationReflectionParaphrasingStyles of ParaphrasingSummaryChapter ApplicationsNotesChapter 7 Directive Communication 109Direction: The Essence of Financial PlanningInterpretationReframingExplanationAdviceSuggestionUrgingConfrontationUltimatumSummaryChapter ApplicationsNotesChapter 8 Trust, Culture, and Communication Taboos 135Understanding a Client’s Cultural AttributesInterpersonal PreferenceRisk ManagementCulture and TrustCommunication TaboosA Cultural ExampleSummaryChapter ApplicationsNotesChapter 9 Politeness and Sensitivity in Communicating with a Broad Range of Clients 157The Power of LanguagePolitenessPoliteness through Inclusion versus ExclusionSensitivityLanguage SensitivitySummaryChapter ApplicationsNotesChapter 10 Financial Planning—A Sales Perspective 173Sales ModelsThe Challenger ModelThe Consultative ModelManipulation versus PersuasionConsultative Selling and CompensationUnderstanding Client BehaviorDealing with “No”The Ethics of SellingSummaryChapter ApplicationsNotesSolutions 189About the Authors 193About the Companion Website 195Index 197

JOHN E. GRABLE, PHD, CFP®, holds an AthleticAssociation Endowed Professorship at the University of Georgia (UGA), where he conducts research and teaches financial planning.JOSEPH W. GOETZ, PHD, is an associate professor of financial planning at UGA and co-founder of the ASPIRE Clinic and Elwood & Goetz Wealth Advisory Group.CHARLES R. CHAFFIN, EdD, is Director of Academic Home, CFP Board Center for Financial Planning, where he oversees all initiatives related to academic research, teaching pedagogy, and building the body of knowledge for financial planning.CERTIFIED FINANCIAL PLANNER BOARD OF STANDARDS, INC. (CFP BOARD) is an initiativeto create a more diverse and sustainablefinancial planning profession so that every American has access to competent andethical financial planning advice. The Center brings together CFP® professionals, firms, educators, researchers and experts to address profession-wide challenges in the areas of diversity and workforce development, and to build an academic home that offers opportunities for conducting and publishing new research that adds to the financial planning body of knowledge. More about the Center and its initiatives can be found at www.CenterforFinancialPlanning.org.

• Preface xiAcknowledgments xxvHow to Use This Book xxviiIntroduction xxixChapter 1 An Introduction to Applied Communication 1IntroductionFinancial Planning OutcomesCommunication DefinedThe Theory of CommunicationThe Importance of FeedbackConclusionSummaryChapter ApplicationsNotesChapter 2 Structuring the Process of Interpersonal Communication 21IntroductionSocial Penetration TheoryOrientationExplorationAffective ExchangeStable ExchangeRelationship Benefits and CostsAccounting for StressBuilding Client Trust: An Appreciative Inquiry ExampleSummaryChapter ApplicationsNotesChapter 3 Structuring the Process of Communication through the Office Environment 37IntroductionIdentifying Target ClienteleUnderstanding the Office EnvironmentStress and Communication: Bringing the Pieces TogetherSummaryChapter ApplicationsNotesChapter 4 Listening Skills 57Paying Attention to the ClientAttending to What Is SaidInterpreting What Is HeardTransference and CountertransferencePassive versus Active Listening and RespondingSilence: A Stressful Time for Client and Financial PlannerResponding to “I Don’t Know”SummaryChapter ApplicationsNotesChapter 5 Questioning 75IntroductionOpen-Ended QuestionsClosed-Ended QuestionsChoosing Between Open and Closed-Ended QuestionsQuestion TransformationsSwing QuestionsImplied and Projective QuestionsScaling QuestionsSummaryChapter ApplicationsNotesChapter 6 Nondirective Communication 91Why Nondirective Communication?Outcomes Associated with Nondirective CommunicationClarificationSummarizationReflectionParaphrasingStyles of ParaphrasingSummaryChapter ApplicationsNotesChapter 7 Directive Communication 109Direction: The Essence of Financial PlanningInterpretationReframingExplanationAdviceSuggestionUrgingConfrontationUltimatumSummaryChapter ApplicationsNotesChapter 8 Trust, Culture, and Communication Taboos 135Understanding a Client’s Cultural AttributesInterpersonal PreferenceRisk ManagementCulture and TrustCommunication TaboosA Cultural ExampleSummaryChapter ApplicationsNotesChapter 9 Politeness and Sensitivity in Communicating with a Broad Range of Clients 157The Power of LanguagePolitenessPoliteness through Inclusion versus ExclusionSensitivityLanguage SensitivitySummaryChapter ApplicationsNotesChapter 10 Financial Planning—A Sales Perspective 173Sales ModelsThe Challenger ModelThe Consultative ModelManipulation versus PersuasionConsultative Selling and CompensationUnderstanding Client BehaviorDealing with “No”The Ethics of SellingSummaryChapter ApplicationsNotesSolutions 189About the Authors 193About the Companion Website 195Index 197