Big Ears

Some people have really big ears! Well, I am one of them. My husband never tires of teasing me about them. However, I have quite convinced myself that they are God’s daily reminder asking me to ‘Talk Less and Listen More’. And why not? While being a good listener is a positive personal trait, it is one of the most important professional skills for a financial advisor.

I have tried to hone this skill over a period of time, and I am still learning. To progress from superficial listening to active listening needs some work. Here I am sharing some of my experiences and lessons learnt while trying to become a good listener.

Listening with empathy and focus

In the past, I have at times, caught myself listening so that I could respond appropriately. I would be getting an answer ready in my head, even before I could fully understand what the other person was saying. This could have possibly left room for misinterpretation or missing out on an important point.

So, I decided to do some course correction. While conversing with the clients, I started focusing purely on what the client had to say. Making notes helps me to focus, while ensuring that anything important is not missed out. Although I don’t prefer interrupting, asking an occasional question that either leads, lightens, or provides clarity to the conversation, is what I allow myself to do. One may hear client blaming her busy schedule for not having time to start investing in the equity mutual funds. The real reason may be the nervousness around the market ups and downs, or lack of understanding. Unless one is listening with rapt attention, it is difficult to catch these cues.

This has helped me to be empathetic, more involved, and better connected with the client.

Listening and nonverbal Cues 

As I started listening with an undivided attention, it became easier to observe and analyse the non-verbal cues as well. The body language, tone of the voice, facial expressions – all reveal what the spoken words don’t. These may help us in getting a fair idea of what is going on in the client’s mind.

Listening with genuine interest, and the recall  

Being interested and involved in the conversation allows us to pick up the finer details of a person’s personal and professional life. E.g., The client happens to mention that he would be taking his daughter for her guitar classes after the meeting. During the subsequent call or meeting, one can ask how the daughter is enjoying her guitar lessons. Most people are happy and feel special that you remember even the smaller details of the conversation.

Reaction Vs Response

After listening attentively, it is important to pause to allow yourself to think (from the client’s viewpoint). This helps not only in asking the right questions but also prevents us from reacting. While reaction is impulsive, responses are measured and purposeful. Certain amount of spontaneity is good, but responses score over reactions. This helps in gaining client’s trust and respect.

Finally…

Good listening skills allow the planners to have a better understanding of client’s needs and mindset. However, the most obvious and simple things are not easy to put in practice. In this talkative world, it is easier to go with the flow and keep talking (about our knowledge, what we are good at, how our clients are wrong etc). But listening is where the learning happens.

On a lighter note, as far as my husband’s teasing about my big ears is concerned…it falls on the deaf ears.