In a world where the rising cost of living meets relentless pressure on fees, financial advisers are facing a challenge like never before. People are re-evaluating every pound spent, looking harder at where true value lies. Yet, for those seeking security, stability, and growth in their financial lives, the right advice has never been more essential. That’s why we're launching this series. A podcast series designed for advisers to help them better articulate their value.
This series isn’t just about storytelling; it’s about building a toolkit.
Hosted on Acast. See acast.com/privacy for more information.
In a world where the rising cost of living meets relentless pressure on fees, financial advisers are facing a challenge like never before. People are re-evaluating every pound spent, looking harder at where true value lies. Yet, for those seeking security, stability, and growth in their financial lives, the right advice has never been more essential. That’s why we're launching this series. A podcast series designed for advisers to help them better articulate their value.
This series isn’t just about storytelling; it’s about building a toolkit.
Hosted on Acast. See acast.com/privacy for more information.
In this episode, Scott speaks with James Woodfall - a previous SJP Partner, coach, and co-author of The Heart of Finance - about the transformational role of emotional intelligence in financial advice. James draws from his experience as a former SJP Partner and researcher (a Pracademic!) to explain how advisers can better connect with clients, improve outcomes, and future-proof their role in a world increasingly shaped by AI. The conversation ranges from defining emotional intelligence and its practical components, to tailoring communication styles, managing difficult conversations, and overcoming compassion fatigue. You’ll walk away with science-backed tools, real-life examples, and tactical strategies to strengthen client relationships and enhance your personal performance.
Top 10 Takeaways
Clients Value Time & Trust, Not Just Numbers: Clients seek advice because they lack time or knowledge. Value lies in saving them from mistakes - not just in performance.
EQ Is a High-Performance Skill: Emotional intelligence strongly correlates with increased sales, retention, and referrals. It's not soft. It's strategic.
EQ Can and Should be Measured: Use self-reporting, ability-based, or scenario-based tools. What gets measured improves.
AI Can Simulate Empathy But Can’t Feel It: Artificial empathy mimics emotion, but only humans offer genuine understanding. Your edge is emotional connection.
Basic Emotions Are Predictable. Learn Them: Emotions like fear, anger, and sadness have clear triggers and behaviours. Understanding them helps you manage client reactions and build trust.
Trust Grows When You Notice Feelings: Ignoring emotions breaks rapport. Attunement—"I sense something’s off, shall we pause?" - strengthens relationships.
Mirror, Don’t Flatten, Emotions: During tough conversations, match emotional intensity at 80%. It shows empathy and helps clients feel heard.
Tailor Your Language to How Clients Think: Segment clients by thinking style: Logical thinkers want data; emotional thinkers want to feel safe. Their language gives them away.
Self-Reflection Is a Superpower: Build 10 minutes post-meeting to ask: What went well? What could I improve? What actions will I take? Continuous improvement starts here.
Fee Resistance Is an Emotional Cue: Be assertive and empathic. “Expensive compared to what?” reframes the conversation around value, not cost. Empathise, but don’t apologise.
Great Phrases
“When we pay careful attention to the emotions of others, trust grows.”
“AI cannot replicate the human connection.”
“It’s not just about tailoring advice -it’s about tailoring the conversation.”
“Pay attention to people’s words to understand if they are more logical or more emotional thinkers.”
“Segment clients by communication needs.”
“People like people who are like themselves.”
“Compassion fatigue can affect your performance.”
“Be assertive and stand your ground in fee discussions.”
Resources
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