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How to talk with clients in crisis

Pair honesty with empathy to navigate transactions with individuals who may be experiencing extreme stress, loss or sadness.

By Elana Ashanti Jefferson | Updated on June 02, 2016
Pair honesty with empathy to navigate transactions with individuals who may be experiencing extreme stress, loss or sadness. (Photo: iStock)

It’s not unusual for financial advisors, insurance agents and employee benefits specialists to confront clients in crisis.

Whether it’s an incident as routine as a job change or as life-altering as the loss of a loved one, each person’s response to stress is distinct. It may not matter how much time has transpired between your client meeting or call and that individual’s crisis. It may not even be their own event that spurs the transaction.

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Elana Ashanti Jefferson

Elana Ashanti Jefferson

Elana Ashanti Jefferson serves as ALM's PropertyCasualty360 Group Chief Editor. She is a veteran journalist and communications professional. Reach her by sending an e-mail to [email protected].

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