When market volatility strikes, emotions often run high. Clients nearing retirement may feel especially vulnerable, and traditional conversations around long-term investing can sometimes miss the mark.

In this episode, James Conole, CFP®, shares a powerful framework for navigating emotional client conversations during turbulent markets. Drawing insights from unexpected fields like hostage negotiation, James outlines a five-step approach designed to build trust, acknowledge client concerns, and create space for thoughtful decision-making.

Rather than rushing to provide data or reassurance, James emphasizes the importance of active listening and understanding each client’s unique situation. As he explains, it’s not about being an expert in every market event — it’s about being an expert in your client’s plan and goals.

Tune in to learn how to guide clients through uncertainty with structure, empathy, and confidence — strengthening relationships when it matters most.