Guiding Emotional Conversations

How to Guide Emotional Client Conversations Without Losing Control

Financial advisors often avoid emotional conversations with clients because they fear getting pulled into issues they aren't trained to handle, or simply don't know how to pivot back to the planning process.

The result? Missed opportunities for trust and connection. Clients are left feeling unseen, and advisors lose the chance to deepen loyalty and demonstrate true fee-worthiness. The emotional side of planning is inevitable, especially during life events like divorce, loss, or retirement transitions. But most advisors aren't equipped with a process to handle it confidently.

In this clip, Dr. Amy D'Aprix introduces the LERA framework, Listen, Empathize, Reassure, Act. She breaks down how to engage in authentic, empathic dialogue and naturally segue back to financial planning, without getting "stuck in the weeds." If you've ever worried about going too deep or saying the wrong thing, this framework is your blueprint for becoming both a trusted advisor and a connected human being.

This clip is an excerpt from episode 75 of the "Always On with Duncan MacPherson' financial advisor podcast featuring Dr. Amy D'Aprix, MSW, PhD, CPCA, a certified gerontologist, life transition expert, author, and the founder of LifeBridge Strategies . Stream the entire episode on your favorite podcast channel:

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