FPAM COURSE OUTLINE
(A SIDC CPE-approved course)
Title:
Date:
Venue:
Points:
Instructor/s:
Master Smart Techniques in the Client Engagement Process to KICKSTART
Your Practice Immediately
26 October 2013 / Saturday [Full day]
Symphony Suites, Ipoh
10 CPE Points/10 CE Points/ 8 CPD Points
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 of client’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
Client’s worldview of financial planning
9:00 - 10:00 am
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 decision making process.
- Learn to provide client holistic approach of value-added advices based on client's
background.
- Apply the planning and decision-making process that intertwines both financial
hard facts of financial products with the client’s psychological background and
influences.
Holistic approach to identify client’s need
10:00 -11:00 am
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's needs and wants during 6-step
financial planning process.
- Learn the techniques of reflection of meaning and feeling to enable client to talk
about their financial and non-financial concerns and issues like career, family and
others.
- Identify the gap in client’s money management aspects during the data gathering
stage.
11:00 - 11:15 am
Coffee break
Effective communication techniques
11:15 - 1:00 pm
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 to identify client's needs and
wants during data gathering.
- Using open and close questions to draw out client's concerns and issues related to
achieving financial goals.
- Learn to observe client's non-verbal behavior.
1:00 - 2:00 pm
Lunch break
Trust building techniques with client
2:00 - 3:30 pm
3:30 - 3:45 pm
Techniques of building trust by asking the right questions and effective listening
skills.
- Learn the 4-steps WDEP to get client's ownership of 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 is inconsistency in
client's needs and wants with his/her financial situation.
Coffee break
Financial prescription according to client’s needs
3:45 - 5:00 pm
5:00 - 5.30 pm
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 goals in different stages in
life.
- Teach client to map the life purpose and goals with his or her financial wealth.
- Help client to achieve self-realisation of how family, friends and people around
him/her play important role in achieving financial success.
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).
Carol completed 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 www.AbacusForMoney.com
CE COURSE REGISTRATION FORM / INVOICE
Title of Course:
Speaker:
Date:
Venue:
Master Smart Techniques in the Client Engagement Process to Kickstart
Your Practice Immediately
Ms.Carol Yip
26 October 2013 / Saturday [ full day ]
Symphony Suites, Ipoh - 41, Lapangan Symphony Business Park, Jalan
Lapangan Symphony, 31350 Ipoh Perak.
Registration:
Time:
8.30 am – 9.00 am
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):
Instructions:
10
10
8
Please fill-up this form and fax to +605 2438828 or e-mail to
fpamipoh@yahoo.com
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.
Send e-mail to IpohChapter@fpam.org.my or call Ms.Yong at +6012 5282082
or Evonne at 05 2438828
Payment/Invoice:
Enquiries:
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
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Amount: RM
Fax To : 05-243 8828