Navigating economic uncertainties, political upheavals, and global pandemics creates an atmosphere of concern for clients. Successful financial leaders recognize the importance of consistent communication during such challenging times. The old adage “It’s not just what you say—it’s how you say it" encapsulates the essence of conveying confidence and conviction.
In understanding effective communication, the rule of thumb emerges that “93% of all communication is nonverbal.” While a simplification, the premise underscores the significance of congruence. Mixed messages, where body language, tone of voice, and words diverge, can breed uncertainty. However, research suggests that in such instances, body language takes precedence, followed by tone, and then the actual words.
Imagine asserting to a client, “I’m confident this recommendation is your best option.” If this declaration is accompanied by nervous gestures and wavering vocal tones, it risks undermining the conveyed confidence. Therefore, the goal is congruence—where words, tone, and body language align.
When lacking confidence, you may find yourself unsure about the advice you should provide, leading to hesitations and uncertainties in your recommendations. Waiting for clients to initiate contact reflects a passive approach to communication, potentially resulting in missed opportunities for engagement. "Winging it" or scripting every word can indicate a lack of preparedness and adaptability, limiting your ability to respond to evolving situations. Running yourself ragged without self-care neglects personal well-being and may contribute to exhaustion or burnout, negatively impacting your overall effectiveness. Assuming clients can fully focus on your words without considering potential distractions may result in miscommunications. Being tentative on phone calls, especially without visual feedback, can manifest as hesitancy and a lack of assurance in your communication.
In contrast, a more confident approach involves taking the time to build conviction about the advice you provide, ensuring well-considered and thoughtful recommendations. Being proactive with communication demonstrates initiative, fosters engagement and fosters a more dynamic interaction. Listing bullets to cover important points enhances structure and preparedness, allowing for a confident and adaptable communication style. Blocking time for sleep and self-care reflects a commitment to personal well-being, contributing to enhanced confidence and effectiveness. Sharing a visual for clients to view as you speak complements verbal communication, promoting better understanding and engagement. Glancing at a picture of friends or family can serve as a grounding technique, helping you recenter yourself and project confidence.
A less confident verbal communication style may involve diving right into business without establishing a personal connection. Expressions like "I’m sure you’re scared..." or using technical jargon can create a communication barrier, leading to potential misunderstandings. Softening words such as maybe, just, or I think may convey uncertainty, impacting the perceived confidence in your statements. Rushing through talking points and attempting to end meetings or calls quickly can indicate discomfort and a lack of assurance.
On the other hand, a more confident verbal communication style entails initiating conversations by asking about the person, their family, etc., fostering a relational connection. Asking, "How are you feeling about all this?" demonstrates empathy and a genuine interest in the other person's perspective. Explaining concepts clearly and simply, sharing stories, making declarative statements, and repeating main points contribute to a clear and assertive communication style. Leaving time for questions encourages open dialogue and reinforces a confident and approachable demeanor.
Less confident vocal cues may manifest through a dismissive or condescending tone, talking too fast, and using filler words such as "um" or "like". Speaking in a higher pitch due to nerves, "uptalking," where statements sound like questions, and having a hoarse, weak voice from overuse can further undermine confidence.
Conversely, a more confident vocal style involves adopting a decisive and comforting tone, slowing down your speech, and incorporating pauses to allow information to sink in. Speaking at the lower end of your natural range, projecting your voice without shouting, and ensuring statements don’t end on a higher pitch contribute to a more authoritative and composed vocal delivery.
Less confident body language may include keeping a desk or table between you and clients, looking overly stressed or worried, fidgeting in your seat, hunching over or slouching, tapping the desk or repeatedly clicking a pen, moving your hands excessively while speaking, and looking away often or appearing distracted.
In contrast, a more confident body language involves removing physical barriers between you and others, appearing calm and smiling when appropriate, sitting up straight or leaning in, remaining relatively still, keeping your hands "quiet" on the table, gesturing smoothly with your palms upright, and maintaining focus and eye contact. These visual cues contribute to an overall confident and approachable demeanor.
In challenging times, effective communication transcends verbal content. Leaders must embody congruence, displaying confidence through their words, tone, and body language. Implementing these strategies ensures that leaders foster trust, encouraging clients not only to heed advice but also to recommend these financial leaders to their friends and family. To navigate uncertainties successfully, leaders must master the art of confident client communication.
