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Follow on Google News | Advisers neglect the use of silence to assist clients to share valuable informationBy: i-Impact Group Inc At the end of the seminar, one of the attendees asked Pannunzio how he could have remained so unperturbed by the nearly five minutes of deafening silence that followed his question. In his answer Pannunzio explained that the silence lasted less than a minute – not five, as this individual and perhaps the rest of the attendees felt and that learning to be at ease with silence can empower advisers to make effective use of it. “In our daily interactions with clients, occasionally we find ourselves in situations when there is silence in the conversation and the pause(s) feel agonizingly lengthy” said Pannunzio. “Silence can make anyone awfully uncomfortable coercing people to fill the air with words. Silence often frightens us because its emptiness feels idle, boring, unproductive and scary. Especially in our Western culture we are prone to think of silence as the absence of something, a gap that needs to be swiftly filled, as it feels odd and empty”. Contrary to perception, silence is instead very rich with meaning once advisers let it speak for them. In the seminar, Pannunzio asks his audience to think of the last time they experienced a period of silence during a client meeting. To recall the uneasiness they faced and the quick dash made to fill the silence gap with words…they were not alone he attested. “Industry research revealed that just after 2 to 3 seconds after posing a question, the average individual engaged in some sort of client sale/interaction, restates his/her question and proceeds to answering it themselves or changes the topic. This is due to the fear of facing a silent pause”, said Pannunzio. Let silence become a powerful ally not enemy. Silence temporarily quiets the ego enabling advisers to focus on the core of the issues in the present moment. It fosters introspection, which in turn leads to clarity of mind and to a mental expansion that enables ideas to spring within and come to life. During a client meeting, silence can provide a golden opportunity to mindfully listen and wordlessly invite that person to fill “the adviser’s silence gap” with valuable information that may enable him/her to get more business or assets. Pannunzio points that the adviser’s clients or prospects may loath silence as much as they do. Consequently, when facing the adviser’s silent pause they may volunteer information that would have otherwise kept to themselves. “Silence can make advisers more effective, as it forces them to implement mindful listening, the foundation of effective communication, which nourishes both the speaker and the listener”, said Pannunzio. During the course of a conversation with a client or prospect there are opportunities when the adviser can strategically use silence to their advantage. For example, after posing the question, “What are the most important challenges our firm could help you address?” keep silent for a couple of moments to allow the prospect time to answer. After the answer, extending the silence a few more seconds will likely prompt the client to further articulate on his/her answer and provide additional important information. “A well-placed silent pause can enable clients to experience some specific insights, understanding or revelations that may not manifest during traditional verbal exchanges. In life, the answers to any of our questions always dwell within us, and most of the times silence rather than ongoing chatter is all we need to find an answer”, concluded Pannunzio. Issued by i-Impact Group Inc www.i- Media enquiries: Mr. Joe Perri Joe Perri & Associates Pty Ltd Tel/fax: +61 3 9324 0362 Mobile: +61 412 112 545 Email: jperri@ End
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