PA360: How to deal with challenging client conversations

Disentangling emotion, status and dominance

Jenna Brown
clock • 2 min read

Advisers must “walk their talk” with confidence and congruence in order to deal with challenging client conversations and arrive at the best outcome, delegates heard.

Speaking at PA360 in London today (26 April), Dimensional Fund Advisors head of the UK and Ireland advisor group and a vice president David Jones said heated client conversations can be just as "painful and traumatic" as a physical altercation. He outlined how advisers should approach tough conversations and use logic and reason to bring clients back to the adviser's process. Jones told delegates: "We know that emotion is driving a lot of behaviour. The greed, the fear. We know that this is a massive challenge. "They are being driven by a huge amount of emotion and we are trying to...

To continue reading this article...

Join Professional Adviser for free

  • Unlimited access to real-time news, industry insights and market intelligence
  • Stay ahead of the curve with spotlights on emerging trends and technologies
  • Receive breaking news stories straight to your inbox in the daily newsletters
  • Make smart business decisions with the latest developments in regulation, investing retirement and protection
  • Members-only access to the editor’s weekly Friday commentary
  • Be the first to hear about our events and awards programmes

Join

 

Already a Professional Adviser member?

Login

More on Your profession

Verso rejects platform incentives model, says adoption must be earned

Verso rejects platform incentives model, says adoption must be earned

Nucleus-built platform rolled out across advice group with no mandated use as consolidator targets £5bn AUM

Sahar Nazir
clock 27 June 2025 • 2 min read
Number of highly vulnerable clients slides

Number of highly vulnerable clients slides

Dynamic Planner research finds

Jen Frost
clock 27 June 2025 • 2 min read
Anthony Carty: Why the nuance of private equity in advice matters

Anthony Carty: Why the nuance of private equity in advice matters

When done right, PE can help deliver sustainable growth for the whole market

Anthony Carty
clock 27 June 2025 • 4 min read