Communication

KNOWLEDGE EXPECTED OF: QAFP® Professionals

Highest Knowledge Level: Understanding

Knowledge Levels and Associated Verbs


Awareness
The state of being aware that something exists / to have familiarity with a particular activity or subject
Understanding
To comprehend the general relationship of particulars / to have an expertise with how something works
Application
Ability to put information to use / to use knowledge for relevant, practical purposes
Evaluation
To judge or conclude by utilizing data / a systematic determination of something’s worth or significance
Define
To state exactly the meaning of
Identify
To be aware of / to recognize and correctly name / to locate an appropriate resource
Explain
To make clear the meaning of / to describe something in more detail or reveal relevant facts or ideas related to it
Determine
To ascertain / to come to a decision, such as by investigation or reasoning
Compare
To note the similarities and differences between two or more things
Estimate
To determine an approximate value for
Calculate
To find the value using mathematics
Convert
To change from one form or purpose to another
Evaluate
To reach a conclusion or make a through careful study
Interpret
To give the meaning of / to construe or understand / to translate orally

Hold cursor over or click on each term to read its definition.

  • Define methods of communication.
    • Non-verbal
    • Verbal
    • Written
  • Define key elements involved in communication.
    • Sender
    • Receiver
    • Message
    • Medium
    • Context
    • Noise
    • Feedback
  • Identify when effective communication is likely to occur.
  • Identify barriers to effective communication, such as:
    • Physical barriers
    • System design
    • Attitudinal barriers
    • Ambiguous words / phrases
    • Linguistic ability (i.e., use of jargon or difficult, inappropriate words)
    • Language differences
    • Physiological barriers (i.e., problems with memory, attention, or perception; difficulties arising from poor eyesight, hearing loss, or ill health)
    • Cultural differences
    • Gender differences
    • Bypassing (i.e., two people attaching different meanings to the same word)
    • Noise
  • Define types of noise that may impact communication, such as:
    • Environmental
    • Physiological impairment
    • Semantic
    • Syntactical
    • Organizational
    • Cultural
    • Psychological
    • Religious / Spiritual beliefs
  • Identify effective communication strategies, such as to:
    • Create a receptive atmosphere
    • Actively listen
    • Use appropriate body language
    • Use appropriate tone of voice
    • Use congruent language (body, tone, message)
    • Use simple words / avoid jargon
    • Avoid unnecessary repetition
    • Use a mix of modalities
    • Clearly articulate the message
    • Be aware of emotions (on the part of all parties involved in the communication)
    • Encourage and elicit feedback
  • Identify communication techniques for discovering information about an individual, such as to:
    • Listen actively
    • Ask open-ended questions
    • Use communication methods that client prefers
    • Encourage elaboration
    • Explore an individual’s past
    • Explore an individual’s view of the future
    • Be comfortable with silence
  • Identify communication pitfalls to avoid, such as:
    • Making assumptions
    • Jumping to conclusions
  • Identify communication styles based on an individual’s personality traits.†
    • Emotive
    • Directive
    • Reflective
    • Supportive
  • Identify characteristics that an emotive personality type may possess, such as:
    • Active lifestyle
    • Takes social initiative
    • Encourages informality
    • Expresses emotional opinions
  • Identify effective communication strategies when engaging with an emotive personality type, such as to:
    • Hold their attention using an appropriate pace
    • Be enthusiastic
    • Avoid formality and stiffness
    • Establish a social relationship
    • Reduce emphasis on facts and details
    • Support their opinions, ideas and dreams
    • Maintain good eye contact
    • Actively listen
  • Identify characteristics that a directive personality type may possess, such as:
    • Busy
    • Impression of not listening
    • Displays a serious attitude
    • Likes to maintain control
  • Identify effective communication strategies when engaging with a directive personality type, such as to:
    • Focus the relationship on business and less on social aspects
    • Be efficient, time disciplined and well-organized
    • Provide appropriate facts, figures and success probabilities
    • Identify their primary goal (objective) and determine ways to support this objective
    • Ask specific questions and note responses
  • Identify characteristics that a reflective personality type may possess, such as:
    • Controlled emotional expression
    • Preference for orderliness
    • Seem difficult to get to know
    • May be more formal
    • Detail-focused
  • Identify effective communication strategies when engaging with a reflective personality type, such as to:
    • Use a thoughtful, well-organized approach
    • Be punctual and well prepared
    • Focus the relationship on business and less on social aspects
    • Provide supporting documentation
    • Avoid pressuring for a quick decision
  • Identify characteristics a supportive personality type may possess, such as:
    • Quiet and reserved
    • Listens attentively to others
    • Tends to avoid the use of power
    • Makes decisions in a thoughtful and deliberate manner
  • Identify effective communication strategies when engaging with a supportive personality type, such as to:
    • Build a social relationship
    • Learn about the things that are important to them (e.g., family, hobbies and major interests)
    • Listen to their personal opinions and feelings
    • Provide personal assurance and support
    • Avoid assertive disagreement and interpersonal conflict
    • Provide time to comprehend your proposal and be patient
  • Define communication-style bias.
  • Explain the importance of being capable of adjusting one’s communication style.
  • Identify elements of an individual’s voice†† when communicating, such as:
    • Tone
    • Volume
    • Speed of delivery
    • Speech pattern
    • Speech habits / language used
  • Explain how different uses of voice may be interpreted by a receiver.
  • Identify non-verbal communication methods, such as:
    • Facial expressions
    • Eye contact
    • Gestures
    • Posture
    • Body language
  • Explain how non-verbal communication may be interpreted by a receiver.

† Manning, G., Ahearne, M., Reece, B., and MacKenzie, H. Selling Today: Creating customer value. 7th Canadian Edition. (2015). Pearson Canada.  This specific communication model is provided as a representation of communication strategies that financial planning professionals may wish to be aware of.  Other communication strategies exist based on five personality traits which are known by the acronym OCEAN or CANOE.

†† “Voice” can refer to both verbal and written forms of communication.

KNOWLEDGE EXPECTED OF: CFP® Professionals

Highest Knowledge Level: Understanding

Knowledge Levels and Associated Verbs


Awareness
The state of being aware that something exists / to have familiarity with a particular activity or subject
Understanding
To comprehend the general relationship of particulars / to have an expertise with how something works
Application
Ability to put information to use / to use knowledge for relevant, practical purposes
Evaluation
To judge or conclude by utilizing data / a systematic determination of something’s worth or significance
Define
To state exactly the meaning of
Identify
To be aware of / to recognize and correctly name / to locate an appropriate resource
Explain
To make clear the meaning of / to describe something in more detail or reveal relevant facts or ideas related to it
Determine
To ascertain / to come to a decision, such as by investigation or reasoning
Compare
To note the similarities and differences between two or more things
Estimate
To determine an approximate value for
Calculate
To find the value using mathematics
Convert
To change from one form or purpose to another
Evaluate
To reach a conclusion or make a through careful study
Interpret
To give the meaning of / to construe or understand / to translate orally

Hold cursor over or click on each term to read its definition.

  • Define methods of communication.
    • Non-verbal
    • Verbal
    • Written
  • Define key elements involved in communication.
    • Sender
    • Receiver
    • Message
    • Medium
    • Context
    • Noise
    • Feedback
  • Identify when effective communication is likely to occur.
  • Identify barriers to effective communication, such as:
    • Physical barriers
    • System design
    • Attitudinal barriers
    • Ambiguous words / phrases
    • Linguistic ability (i.e., use of jargon or difficult, inappropriate words)
    • Language differences
    • Physiological barriers (i.e., problems with memory, attention, or perception; difficulties arising from poor eyesight, hearing loss, or ill health)
    • Cultural differences
    • Gender differences
    • Bypassing (i.e., two people attaching different meanings to the same word)
    • Noise
  • Define types of noise that may impact communication, such as:
    • Environmental
    • Physiological impairment
    • Semantic
    • Syntactical
    • Organizational
    • Cultural
    • Psychological
    • Religious / Spiritual beliefs
  • Identify effective communication strategies, such as to:
    • Create a receptive atmosphere
    • Actively listen
    • Use appropriate body language
    • Use appropriate tone of voice
    • Use congruent language (body, tone, message)
    • Use simple words / avoid jargon
    • Avoid unnecessary repetition
    • Use a mix of modalities
    • Clearly articulate the message
    • Be aware of emotions (on the part of all parties involved in the communication)
    • Encourage and elicit feedback
  • Identify communication techniques for discovering information about an individual, such as to:
    • Listen actively
    • Ask open-ended questions
    • Use communication methods that client prefers
    • Encourage elaboration
    • Explore an individual’s past
    • Explore an individual’s view of the future
    • Be comfortable with silence
  • Identify communication pitfalls to avoid, such as:
    • Making assumptions
    • Jumping to conclusions
  • Identify communication styles based on an individual’s personality traits.†
    • Emotive
    • Directive
    • Reflective
    • Supportive
  • Identify characteristics that an emotive personality type may possess, such as:
    • Active lifestyle
    • Takes social initiative
    • Encourages informality
    • Expresses emotional opinions
  • Identify effective communication strategies when engaging with an emotive personality type, such as to:
    • Hold their attention using an appropriate pace
    • Be enthusiastic
    • Avoid formality and stiffness
    • Establish a social relationship
    • Reduce emphasis on facts and details
    • Support their opinions, ideas and dreams
    • Maintain good eye contact
    • Actively listen
  • Identify characteristics that a directive personality type may possess, such as:
    • Busy
    • Impression of not listening
    • Displays a serious attitude
    • Likes to maintain control
  • Identify effective communication strategies when engaging with a directive personality type, such as to:
    • Focus the relationship on business and less on social aspects
    • Be efficient, time disciplined and well-organized
    • Provide appropriate facts, figures and success probabilities
    • Identify their primary goal (objective) and determine ways to support this objective
    • Ask specific questions and note responses
  • Identify characteristics that a reflective personality type may possess, such as:
    • Controlled emotional expression
    • Preference for orderliness
    • Seem difficult to get to know
    • May be more formal
    • Detail-focused
  • Identify effective communication strategies when engaging with a reflective personality type, such as to:
    • Use a thoughtful, well-organized approach
    • Be punctual and well prepared
    • Focus the relationship on business and less on social aspects
    • Provide supporting documentation
    • Avoid pressuring for a quick decision
  • Identify characteristics a supportive personality type may possess, such as:
    • Quiet and reserved
    • Listens attentively to others
    • Tends to avoid the use of power
    • Makes decisions in a thoughtful and deliberate manner
  • Identify effective communication strategies when engaging with a supportive personality type, such as to:
    • Build a social relationship
    • Learn about the things that are important to them (e.g., family, hobbies and major interests)
    • Listen to their personal opinions and feelings
    • Provide personal assurance and support
    • Avoid assertive disagreement and interpersonal conflict
    • Provide time to comprehend your proposal and be patient
  • Define communication-style bias.
  • Explain the importance of being capable of adjusting one’s communication style.
  • Identify elements of an individual’s voice†† when communicating, such as:
    • Tone
    • Volume
    • Speed of delivery
    • Speech pattern
    • Speech habits / language used
  • Explain how different uses of voice may be interpreted by a receiver.
  • Identify non-verbal communication methods, such as:
    • Facial expressions
    • Eye contact
    • Gestures
    • Posture
    • Body language
  • Explain how non-verbal communication may be interpreted by a receiver.

† Manning, G., Ahearne, M., Reece, B., and MacKenzie, H. Selling Today: Creating customer value. 7th Canadian Edition. (2015). Pearson Canada.  This specific communication model is provided as a representation of communication strategies that financial planning professionals may wish to be aware of.  Other communication strategies exist based on five personality traits which are known by the acronym OCEAN or CANOE.

†† “Voice” can refer to both verbal and written forms of communication.
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