FPAM COURSE OUTLINE

(A SIDC CPE-approved course)

Title: Master Smart Techniques in the Client Engagement Processto KICKSTART

Your Practice Immediately

Date: 26 October 2013 / Saturday [Full day]

Venue: Symphony Suites, Ipoh

Points: 10 CPE Points/10 CE Points/ 8 CPD Points

Instructor/s: Ms. Carol Yip

Learning Objectives

This Workshop enables the financial planner to appreciate the application of psychology in the 6-steps financial planning process of understanding the client’s needs, in a holistic manner.

This workshop will equip the financial planner with techniques to look into different perspective of the client, get to know and understand the depth ofclient’s psychological impact towards their thoughts, emotions and behaviours about money and the linkages of it to the client’s life goals.

Financial planner will learn to build client's trust and engagement with listening and questioning techniques so that client will understand the success of financial plan implementation depends on how much the client is willing to work with financial planner to achieve his or her financial

and life goals and objectives.

Learning Outcomes

Participants will be able to apply the techniques of:

1. Manage client’s perception and expectation of your financial planning services, and establish a trusting relationship with you.

2. Establish client’s buy-in, trust and confidence to work with you knowing that ownership of the financial plan belongs to him or her and not the financial planner.

3. Identify client’s emotional and psychological concerns.

4. Use effective listening skills to identify client’s needs – understanding the client’s stories, the spoken and unspoken words by the client.

5. Help client recognizes that the success of financial plan implementation depends on his or her willingness to work with you to achieve his or her financial and life goals and objectives

Learning Methodology

Direct teaching, interactive exercises, role play, case studies, group discussions and presentations.

Time / Function/Paper Title
8:30 - 9:00 am / Registration
9:00 - 10:00am / Client’s worldview of financial planning
Establish the worldview of client’s financial situation, value system, life goals, belief system and family background.
- Establish client's psychological make-up and upbringing has impact on client's financial planning and decisionmaking process.
- Learn to provide client holistic approach of value-addedadvices based on client's background.
- Apply the planning and decision-making process thatintertwines both financial hard facts of financial productswith the client’s psychological background and influences.
10:00 -11:00am / Holistic approach to identify client’s need
Diagnosing client’s issues in the 6 Step Process: career, relationship, family and personal goals. Identify the gap in client’s money management aspects.
- Learn the different techniques of listening to client'sneeds and wants during 6-step financial planning process.
- Learn the techniques of reflection of meaning andfeeling to enable client to talk about their financial andnon-financial concerns and issues like career, family and others.
- Identify the gap in client’s money management aspectsduring the data gathering stage.
11:00 - 11:15 am / Coffee break
11:15 - 1:00pm / Effective communication techniques
Learn and apply effective communication techniques to garner client’s participation and ownership of the financial planning process.
- Learn the different techniques of asking questions toidentify client's needs and wants during data gathering.
- Using open and close questions to draw out client'sconcerns and issues related to achieving financial goals.
- Learn to observe client's non-verbal behavior.
1:00 -2:00 pm / Lunch break
2:00 - 3:30pm / Trust building techniques with client
Techniques of building trust by asking the right questions and effective listening skills.
- Learn the 4-steps WDEP to get client's ownershipof the financial planning process and help client realizes own capability, limitations and issues.
- Apply the right questions and effective listening skills to help the client to explore alternatives ideas and solutions to ensure implementation of plan.
- Learn how ask right question to confront the client if there isinconsistency in client's needs and wants with his/her financial situation.
3:30 - 3:45 pm / Coffee break
3:45 - 5:00 pm / Financial prescription according to client’s needs
Matching client’s financial and non-financial needs to appropriate financial advisory services and products.
- Enable client to look into his or her life purpose and goalsin different stages in life.
- Teach client to map the life purpose and goals withhis or her financial wealth.
- Help client to achieve self-realisation of how family,friends and people around him/her play important rolein achieving financial success.
5:00 - 5.30 pm / Summary of learning points

Profile of Ms Carol Yip

Carol Yip, Founder and CEO of Abacus For Money, has been in the financial planning industry for more than a decade. She is one of the Malaysia’s leading advocates of personal financial education and sustainable retirement for Malaysians. Carol is also a columnist, speaker, personal financial advisor, trainer and coach. She writes for The Star Newspaper Bizweek, Smart Investor and Imagine Australia magazine.

Her advisory projects consist of personal financial education project for government agencies, banks and education institutions. She designed a Certificate of Personal Finance programme, certified by City of Sunderland College, United Kingdom. She holds an MBA (Finance with Distinction) University of Hull, UK, Bachelor’s of Economics (Honours) Monash University, Certified Financial Planner (CFP).

Carolcompleted her Masters in Counseling, specializing in financial therapy and counseling in 2011. Her thesis title for her Masters:” The Malaysia’s Perspective: Credit Card Mismanagement Attitude.”

Currently, she is pursuing her PhD programme with Monash University School of Medicine and Health Science, Global Public Health and her thesis is “Provision of Long Term Care and Payment Option for Elderly People Living in Kuala Lumpur and Selangor, Malaysia.”

Carol organized the Malaysia’s Retirement Transformation Conference in 2010 and Private Pension and Healthcare Conference in 2011. Both of the events – the first of its kind in Malaysia- aimed to:

  • To share, identify, raise awareness and deepen understanding of retirement and aging issues as well as create a platform for key stakeholders to learn from international best practices.
  • To facilitate the review and development of a national retirement blueprint in line with the Government Transformation Programme and leading to redefining retirement for Malaysia.
  • To brings together retirement experts, financial service, providers, academics decision makers and strategic partners – with the goal of witnessing the seeding of a transformation in attitude and policies towards retirement and ageing.

Carol has been the President of Monash University Alumni Malaysia since 2008. Carol has authored ‘Smart Money-User’, ‘Money Rules’ and ‘Money Work Life’, and has been keynote speaker for conferences in Asia Pacific, Australia and United States.

More of Carol’s work can be found at

CE COURSE REGISTRATION FORM / INVOICE

Title of Course: / Master Smart Techniques in the Client Engagement Process to Kickstart Your Practice Immediately
Speaker: / Ms.Carol Yip
Date: / 26 October 2013 / Saturday [ full day ]
Venue: / Symphony Suites, Ipoh - 41, Lapangan Symphony Business Park, Jalan Lapangan Symphony, 31350 Ipoh Perak.
Registration: / 8.30 am – 9.00 am
Time: / 9.00 am – 5.00 pm
Fees: / RM 180 ( FPAM Member), RM 250 (Public)
Fee includes seminar materials, buffet lunch and refreshments.
CE Points (FPAM):
CPE Points (SIDC):
CPD Points (FIMM): / 10
10
8
Instructions: / Please fill-up this form and fax to +605 2438828 or e-mail to
Payment/Invoice: / By cheque: Payable to ‘FPAM Ipoh Chapter” mail this registration form with your cheque to Address: 1st Floor, 52 Persiaran Greenhill, 30450 Ipoh, Perak.
Or
bank in to MBB account no. 508319212198 please fax or email the bank in slip to us.
Enquiries: / Send e-mail to or call Ms.Yong at +6012 5282082 or Evonne at 05 2438828
Terms: / Registration is on a first-come-first-served basis. Confirmation is subject to payment before the course. Walk-in participant/s will be admitted on the basis of space availability. FPAM reserves the right to amend the program, speaker, date, venue, etc, without prior notice.
YES, PLEASE REGISTER ME!
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Mode of Payment

By cash, please bank into Maybank A/C 5083 1921 2198 and email or fax in bank-in slip
Cheque payable to FPAM – Ipoh Chapter
Cheque no.: Amount: RM
Fax To : 05-243 8828