Based on this scenario, https://vimeo.com/690766368/9fd45786e1. 

 

1. Discuss the communication approach the adviser has taken with the client and consider the following questions in your response: Did the adviser show any evidence of their own bias in guiding the client as to what actions to take? What further investigations of the client's position, including their risk profile, could the adviser have undertaken in the meeting? How has the adviser addressed the client's concerns, particularly in relation to the pension issue? What response is the client demonstrating to the adviser? (8 marks)

Did the adviser show any evidence of their own bias in guiding the client as to what actions to take?

This may require you to make some assumptions about the adviser, however, in considering the biases you identify, substantiate this bias with both a theoretical description and practical example from the scenario to substantiate this. You might wish to reflect on your previous answers in 1a) to assist you.

What further investigations of the client's understanding and acceptance of risk could the adviser have undertaken?

Think about what additional things that the adviser could do here to help the client. What questioning techniques could the adviser undertake? Has the adviser missed anything in their engagement with the client? What needs to be done to cover those gaps in their engagement with the client in this situation?

How has the adviser addressed the client's past losses and their concerns about the loss?

Consider exactly what the adviser has said and done or hasn't said & done here? What are the advisers' failings in relation to the clients concerns about losses? Watch the video carefully and think about this. You are not required to discuss recommendations on how to fix this but rather point out the failings on the adviser's side.

What response is the client demonstrating to the adviser?This requires you to watch carefully for the clients responses to the advisers comments and behaviours towards her and her concerns on losses. How does the client feel? What does it say about the advisers client engagement skills and communication?