Attend the live program for the required number of minutes to obtain the NAPFA CE and CFP CE.

To earn NASBA CPE, make note of the three codes that will be pasted into the Zoom Chat during the live program, then return to this course to complete the NASBA component by selecting the three correct codes in a quiz.

Content Level: Intermediate
NAPFA Subject Area: J - Communications

This webinar is aimed at helping advisors better manage conflict with clients. The basis of many conflicts is physiological stress and the inability to adjust communication styles. Communicating across generations can also be particularly challenging, with different viewpoints and preferences leading to moments of conflict. This webinar will help advisors recognize and deescalate situations with clients while the brain is still able to process rational information, a crucial element of conflict resolution. Leading with empathy will be demonstrated, as well as directing clients with journaling and perspective changing to reduce stress.

1. Learn how to assess a client’s physiological stress through observable characteristics
2. Determine how to frame stressors and the resulting stress through stress theory and coping
3. Understand the role of the external environment on stress, and how to modify environment and language to decrease stress
4. Learn how to increase transparency and authenticity to decrease stress

Sonya Lutter, Ph.D., CFP®, LMFT  Sonya Lutter, Ph.D., CFP^®, LMFT serves as the inaugural director of financial health and wellness in the School of Financial Planning at Texas Tech University. She leads curriculum and continuing education opportunities in the areas of financial psychology, financial therapy, and financial behavior.

Dr. Lutter is also the owner of EnLite.World, a research and training consultancy firm for financial planners and therapists. She holds degrees from Kansas State University and Texas Tech University in marriage and family therapy and financial planning. Dr. Lutter's work in financial wellness involves multidisciplinary teams to focus on food insecurity, relational dynamics as it relates to money, and wellness among professional students such as veterinarians.