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Next Item Previous Item Go back to White Papers List Introduction With more and more agencies and firms working virtually, many leaders are bringing new financial services professionals on board whom they have never met in person. Given the significant relationship-building focus of the profession, some leaders are asking if it’s possible to successfully launch new agents and advisors in a virtual world. The answer from many of the experienced leaders we spoke with is a resounding, “Yes!” Bringing new people on board in a remote environment is not without its challenges, however. Developing a sense of camaraderie and belonging may be difficult for new financial services professionals who cannot meet the rest of the team in person and building a client-base virtually can feel more than a little daunting. The onboarding process you use can make all the difference to the success of your new agents and advisors. A study by the Society for Human Resource Management (SHRM) found that people who have a positive onboarding experience are 69% more likely to stay with a company longer than those who do not. To see how leaders in financial services have adapted their onboarding processes for a remote field force, we spoke with 15 experienced agency and firm leaders from 10 different companies. Some of these leaders have been leading remote teams for several years, others adapted their processes with the onset of the 2020 pandemic. All have proven track records for launching, developing, and retaining top performers. Leaders in our study have implemented a structured approach to onboarding focused on three key areas: Training and developing new financial services professionals. Providing business support. Creating connections with the culture and the team. Key Take-Aways for Leaders Develop a structured process for onboarding new agents and advisors virtually. Include training in remote-work tools and skills in your development programs. Leverage virtual platforms to create opportunities for new financial services professionals to learn from senior professionals they wouldn’t normally have an opportunity to meet. Check-in with new financial services professionals frequently. Discuss remote-work policies, security procedures, and expectations (regarding availability and meeting attendance, for example) with new financial services professionals. Create opportunities to connect new financial services professionals with the rest of the team professionally and socially. Training and Developing New Financial Services Professionals Training and development programs have not changed significantly in the virtual environment. What financial professionals need to know remains the same; how they are learning it has changed. Field leaders and training facilitators are taking full advantage of their virtual platforms to keep new financial services professionals engaged in the learning process. For example, they use: Break-out rooms for trainees to practice scripts and role-play in small groups. The chat function to gather questions and then adjust presentations on-the-fly to answer the questions during the training session. Polls to generate discussion and quiz trainees on different topics during training sessions. One skill that has been added to many training programs is teaching new agents and advisors how to run virtual client meetings. Trainees learn how to use the virtual platform, how to present illustrations, and how to keep clients engaged during the meeting. It’s important to keep track of individual participation during virtual training sessions so you can check in with people who aren’t participating. Some facilitators keep a list of participants in front of them and place a checkmark by a person’s name each time he or she participates. That way the facilitator can draw out people who are not participating or check in with them after class to address any concerns. Peer-Accountability Groups and Study Groups Peer-accountability groups such as client-builder and sales-builder programs are still an important part of the development process. In addition to keeping new financial services professionals focused on revenue generating activities, these peer-to-peer learning opportunities create a strong sense of camaraderie and support. Some leaders have set up study groups using prerecorded presentations or guest speakers. Teams listen to the presentation as a group and then discuss what they learned and how they plan to implement their ideas. Leaders are also taking advantage of self-directed training programs where trainees learn on their own time—by reading articles or watching videos, for example—and then meet virtually to discuss what they’ve learned. These collaborative-learning programs teach more than business skills. The peer-to-peer learning that occurs through study groups, client-builder, and sales-builder programs has been shown to develop higher-level thinking skills, stronger communication skills, better self-management, and leadership skills. Joint Work and Mentoring Many training and development programs include connecting new and experienced agents and advisors through joint work and mentoring programs. Some leaders hold weekly virtual seminars where experienced agents and advisors share their best practices with newer professionals. Others include virtual one-onone meetings between new and experienced financial services professionals as part of their development program. Working virtually has increased the effectiveness of many of these programs. One leader told us, “We used to fly new advisors around the country to meet with different senior advisors. Now it all happens virtually. It means the new advisor can learn from more people than ever before, and it is much more costeffective for us.” For many agencies and firms, joint work is flourishing in the new virtual environment. New financial services professionals have access to experienced agents and advisors from across the country, people whom they might never have had access to before. Some organizations have formal joint-work programs where joint-work teams are assigned; others let relationships develop organically. Some leaders have new agents and advisors work with several experienced financial services professionals to gain different perspectives on how to approach clients and run meetings. Whether the joint-work program is formal or informal, preparation and practice are vital. “You have to know when one person’s going to speak and when they’re going to pass the baton,” one experienced leader explains. “You don’t want to trip over each other during the meeting.” Successful joint-work teams spend time before client meetings reviewing the agenda and defining their roles during the meeting, including who will speak when, who will collect presentation materials and put them in the correct order for the meeting, and who will manage the virtual presentation. One leader in our study decided to become an expert on running Zoom meetings. “I’m their co-pilot during client meetings,” she says. “They don’t have to worry about the technology.” Over time, agents in her organization have developed skills in virtual presenting, but she is always available to help when needed. The debrief after a virtual meeting is as important as the preparation before. New financial services professionals review what they have learned and discuss how to improve future meetings. This is also the time to identify follow-up roles and responsibilities. Leading Remote Teams While not the topic of this study, it’s important to note that leaders should also develop skills to lead in a virtual environment. Listening and observation skills become even more important when leading remote teams. Maintaining high energy and a positive attitude is vital for keeping people engaged during difficult times. As one leader told us, “You need to always be on. People are looking to you to see how they should react to these changes.” Flexjobs.com, a site focused on remote work, identifies the following leadership skills required for managing remote teams: Developing and maintaining trust. Facilitating virtual meetings. Tracking progress and managing accountability. Communicating via email. Maintaining work-life balance (for yourself and your team). Providing Business Support The business support that organizations provide new financial services professionals plays a major role in their long-term success. Joint-work and mentoring programs are part of that support, but leaders have also adapted other processes to support new agents and advisors in a virtual environment. They schedule virtual group call-a-thons and virtual client seminars to help new financial services professionals develop prospects, for example. Business-Building Support Some organizations hold activity-based contests and team new financial services professionals with experienced agents and advisors. Leaders team new agents and advisors with experienced professionals from different parts of the country to allow them to work with people they wouldn’t normally get a chance to meet. One large firm has implemented a business building contest that also helps new financial services professionals gain a passion for the business. The contest is based on the theme of “people helping people.” The goal is to insure 40 lives in the first six months and 100 lives in the first 12 months. The face value of the contract doesn’t matter. The contest is focused entirely on helping people get the insurance they need. This contest helps to launch new financial services professionals successfully and instills in them a passion for the work they do. Leaders in this firm have found that new financial services professionals who attain these two goals in their first year have higher retention rates than those who do not. Expectations and Accountability Clear expectations and regular feedback are still the foundation of successful onboarding. And, in the virtual environment, leaders have significantly increased the frequency of their communications with new agents and advisors. These include daily huddles and weekly meetings with the entire team as well as weekly group calls with new financial services professionals and weekly, sometimes daily, individual calls. In one organization in our study, new financial services professionals participate in weekly meetings with their sales manager and another meeting with the firm leader. Another organization assigns senior advisors as mentors. New advisors have individual weekly meetings with their mentor, participate in weekly team meetings, and meet individually with leaders on the professional development team twice a week. Many experienced leaders document expectations for their new financial services professionals. One experienced multi-line leader we spoke with provides her new agents with an operations manual that clearly defines their role, the sales process, and performance expectations. Another leader has defined expectations for each week of the first four months of the career. He sends weekly emails that identify the training and activity expectations for that week. The leader then uses these emails in his coaching sessions with new financial services professionals. Virtual coaching conversations with new financial services professionals haven’t changed, but many leaders say they are paying more attention to body language and listening carefully for warning signs that a new agent or advisor is heading off track and may need extra support. And, of course, leaders continue to work with new financial services professionals to develop their business and marketing plans, now with a focus on how they will grow the business through virtual interactions. The virtual environment also allows leaders to establish review committees comprised of experienced agents and advisors from across the country. So, once again, new financial services professionals are connecting with and getting advice from people they might not have had an opportunity to meet in the past. Remote Work Tools and Resources An important part of the onboarding process is providing new financial services professionals with the resources and tools they need to succeed. Many organizations have added training in using remote work tools such as Zoom, Adobe Connect, and Microsoft Teams to their onboarding programs. In addition to providing virtual platform training, leaders should also share their remote work policies, security procedures, and expectations (such as availability and meeting attendance, for example) with new financial services professionals. Creating Connections Developing business-building skills is only part of a successful onboarding process. For retention and long-term success, new financial services professionals must feel like part of the team and be engaged in agency or firm activities. In addition to arranging meetings between new and experienced financial services professionals, field leaders use several different strategies to get new agents and advisors involved with the team and the culture. Use Virtual and Social Media Platforms to Develop Camaraderie within the Team In one large firm, new financial services professionals meet the CEO, department heads, and the entire leadership team on their first day of orientation. This sends the message from day one that the leadership team is committed to their success. Leaders have increased the number of touchpoints with new financial services professionals. Regular and frequent check-ins help new team members feel connected to the rest of the team even though they aren’t meeting in person. Current team members can send emails, write notes, or call new team members to welcome them to the team. Some organizations create welcome videos. Many use Facebook, Twitter, LinkedIn, or Slack to welcome new team members and to keep them engaged in the culture. Some leaders send welcome packets to new team members’ homes. To create a sense of belonging, make sure the whole leadership team is checking-in with new agents and advisors regularly. And create opportunities for new and experienced financial services professionals to interact both professionally and socially. Many leaders include fun activities, such as trivia games, in their meetings to develop camaraderie within the team. Virtual happy hours have become a regular occurrence in many organizations, and some leaders have started hosting virtual coffee hours. It’s important for remote workers to feel included in team activities. Even simple gestures such as sending gift cards so remote participants in training classes can purchase lunch can make a big difference. Onboard in Groups to Create a Sense of Belonging Working remotely can lead to feeling isolated, especially for new team members who haven’t developed relationships with the rest of the team yet. In a 2019 Gallup poll, 21% of remote workers reported feelings of loneliness and isolation. Onboarding in groups can create an immediate sense of belonging for new financial services professionals. If you are unable to onboard in groups, consider inviting all people who started in the past 3 months to a group onboarding session. One leading firm emphasizes to new financial services professionals that the people they are meeting in their training programs are the classmates they will be going through the same experiences with for the next four years. Another leader at a successful multiline agency told us, “It creates a feeling of ‘We’re all in this together,’ among the team. New agents started reaching out to each other on their own to help and support each other.” The Challenges of Virtual Onboarding Despite the success leaders are having onboarding new financial services professionals, there are challenges. Testing sites in many states are closed or back-logged and new agents and advisors are unable to obtain their licenses. “There’s a timing issue between when advisors are studying for exams and when they can take exams,” one leader told us. “You have to factor that into the process.” People are also starting to feel what one leader labeled Zoom fatigue. “You need to keep it fresh all the time. It takes more time to prepare for meetings because you have to think of new ways to keep them fresh and engaging.” A few leaders confirmed that productivity is down. One leader noted that overall productivity was down 11%, with new advisor productivity down 45%. Another said they have one-half the number of applications compared to last year, but 90% of the revenue. “What that tells me is that established advisors are doing fine. They bring in the larger cases. Newer advisors are struggling.” Still, the leaders we spoke with in our research remain optimistic as they navigate this new virtual environment. Many are having record recruiting years and are excited about the quality of recruits they are bringing on board. They have adapted their onboarding processes to adjust to a virtual work environment and are making adjustments as they go. “Nothing is permanent,” one leader told us, “We try something and if it doesn’t work, we pivot and try something else.” Conclusion Whether it is virtual or in person, the fundamentals of a successful launch haven’t changed. New financial services professionals need development opportunities to gain the knowledge and skills required to build a business. They need support from agency and firm leaders, and they need to feel connected to a team that is providing a meaningful service to its clients. While almost everyone prefers working in person, most leaders agree that the new virtual work environment offers unexpected benefits. With no geographic boundaries, new financial services professionals can receive support, mentoring, and advice from their peers around the country, and they have more opportunities to expand their business and partner with new people. While most leaders are looking forward to conducting business in person once again, they have also realized that the benefits of remote work are too important to ignore. “There’s a new paradigm,” one leader told us. “People coming into the business today have opportunities they never had before.” Did You Know? 69% Employees who are more likely to stay with a company longer if they have a great onboarding experience. 74% Companies that expect some of their employees to continue remote work after the pandemic ends. 60-64% US workforce that regularly works from home as of May 2020 59% Employees who want to continue remote work after 2020 pandemic ends. 7% US workforce that regularly worked from home before March 2020. 54% Employees who are willing to quit their current job for one that allows them to work remotely. Zojceska, A. (2020, May 18). COVID-19 & Work From Home Stats: Is Remote Work Here to Stay? Virtual Onboarding

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CEO and Founder, Asset-Map Adam Holt CFP, ChFC CEO and Founder, Asset-Map H. Adam Holt has been a financial advisor for over 20 years, during which time he has helped build and manage his wealth management firm to over $1B in assets under management. Adam is known for his early adoption of technology to build trend-setting client experiences. This mindset led him to found Asset-Map, LLC, a financial technology firm dedicated to creating engaging visual communication tools used throughout the customer and advisor journey and now used by thousands of advisors worldwide. Previous Speaker Go back to Speaker Network Next Speaker

Successful Speaker, Consultant, and Entrepreneur Judy Hoberman Successful Speaker, Consultant, and Entrepreneur Judy Hoberman is President of Walking on the Glass Floor and Selling In A Skirt, companies that are both focused on empowering professional women. She is an International Speaker, Trainer, Executive Coach, Author, Radio Show host and Mentor. Her 30 years in business has given her both the knowledge and sense of humor about how men and women lead, sell, manage and recruit differently that will enlighten you in learning how both genders can support each other’s successes in a more productive way. Her experience includes over 2 decades in life and health insurance beginning as an agent with no experience, to leading 3 agencies across 3 states with over 100 agents. She still holds her license and co-facilitates Medicare educational seminars. Judy also works with companies supporting their diversity and women’s initiatives in the areas of leadership, recruiting, training, coaching, mentoring and retention. Her audiences, from 10 to 10,000 are engaged with details wrapped in memorable stories that are easily implemented that same day. In 2016 she was a TEDx speaker talking about pre-judging people, something we all do without even thinking. She is the author of 4 books including, “Selling In A Skirt” and her latest book “Walking on the Glass Floor”, an immediate best-seller. She offers a complete training program that concentrates on women in leadership, the men that champion them, with a concentration on Redefining Culture. As her book was coming off the printing press, Judy completed a certification from Cornell University’s College of Business in Women in Leadership and a second for Women in Entrepreneurship, adding that to her previous degree from Queens College, New York. She was recently named as a Woman to Watch for International Women’s Day 2019 from Thrive Global. She was awarded the Character and Integrity Award for her distinct and significant contribution to sales producer’s success. She named as a finalist in the Women of Visionary Influence Mentor of the Year and named of the Top 10 Women of Influence in Dallas recognizing her for her hard-work, involvement in the community and entrepreneurship. She is Executive Director of Walking on the Glass Floor Foundation. She is the host of a weekly radio show on The Women 4 Women Network/iHeart Radio called Selling In A Skirt and has been “The Gender Expert” on Fox News Radio. She has appeared on CNN Headlines, ABC, CBS, CW33 and Good Morning Texas contributes articles to multiple publications and journals and appeared on the cover of Exceptional People Magazine. She has spoken for Monster.com, UPS, Southwest Airlines, numerous Insurance/Financial companies and sales teams internationally. Judy’s mission…to help One Woman A Day by following an important philosophy-“Women want to be treated equally, not identically” ™ Previous Speaker Go back to Speaker Network Next Speaker

Co-Founder, Insurance Agent Trainers Mark Miletello LUTCF, LACP Co-Founder, Insurance Agent Trainers Mark started his Insurance career in 1990 and Multiple-Line (ML) career in 1996. A few years later, he ranked the number one agent with one of the leading insurance companies in America. Mark now leads a growing team of 24 agents as a general agent with American National. A GAMA International board member from 2019 to 2020, Mark presided among the industry’s finest in leadership talent. As one of the top ML speakers in the industry, he has become a highly sought – after mentor, motivator and presenter for Life & ML producers and managers. Mark shares his innovations that help agents in the three most important areas; Marketing, winning P&C at any price, and transitioning to larger life cases. InsuranceAgentTrainers.com, powered by MarkMiletello.com, links to his coaching sites designed to elevate sales immediately! Mark’s products, training, systems, and software are built by a producer for producers and have proven to move the needle with individual agents and insurance companies at large! Previous Speaker Go back to Speaker Network Next Speaker

Next Item Previous Item Go back to White Papers List Do you feel anxious whenever your phone rings or you must call someone? Do you worry about what you are going to say? Are you worried about embarrassing yourself, so you avoid or put off making that call? Do you ignore other people’s calls? Do you constantly replay conversations in your head after you hang up from a phone call? If the answer is yes to any of these questions, you may suffer from phone anxiety, also known as telephobia. While you might think that this isn’t a problem, there are many missed opportunities and poor communication that occurs because of one’s hesitation to answer or make a phone call. What is Phone Anxiety? Phone Anxiety, or Telephobia, is a reluctance or fear of making or taking phone calls. Believe it or not, this is a recognized social disorder, or type of social anxiety. Perhaps you fear that you are intruding, being unintentionally rude, or even that your voice sounds funny, can keep you from making a call or picking up that phone when it rings. While some may suffer from telephobia, it has been noted that a large majority of millennials (those born between 1981 and 1996) struggle with this disorder. Symptoms of phone anxiety are the same as any other type of anxiety, which may commonly include: Panic attacks Shaking Racing heart Difficulty concentrating Sweating Difficulty in getting the words out when speaking Social anxiety disorder affects approximately 15 million American adults and is the second most commonly diagnosed anxiety disorder following specific phobia, according to the Social Anxiety Disorder | Anxiety and Depression. The average age of onset for social anxiety disorder is during the teenage years. Although individuals diagnosed with social anxiety disorder commonly report extreme shyness in childhood, it is important to note that this disorder is not simply shyness. The Phone Anxiety Paradox Considering the fact that 85% of Americans own smartphones in 2019, according to the Global Mobile Consumer Survey, phone anxiety is one of the great paradoxes of today’s world. According to a recent Gallup poll, nearly half of all smartphone users can’t even imagine life without their phone. We adore our smartphones, carrying them everywhere with us, sleeping with them, and touching them an average of 2,617 times a day. More intense users are touching their phones as many as 5,427 times a day. This is interesting considering many are avoiding the actual thing phones were created for – phone calls. Why Do People Suffer from Phone Anxiety? The common reasons that people suffer from phone anxiety can be lumped into inexperience, pressure, and insecurity. Let’s take a closer look at each of these. Inexperience is a simple and understandable reason as to why someone may experience phone anxiety. We live in an era where people tend to text more than they talk on their mobile devices, so when the phone rings, those with phone anxiety may become hesitant simply due to unfamiliarity. Too often, when one begins a sales career, he or she is simply given a phone and a sales script of what to say, but most are not trained in understanding the phone calling process and its various techniques. Pressure and stress are other reasons people suffer from phone anxiety. When texting, if you run out of things to say, or are unsure of how to respond, you can simply stop replying. This option doesn’t exist when talking to someone over the phone. Many people feel the need to try to keep conversations going, but when they inevitably fade, and periods of silence develop, some may begin to feel uncomfortable as awkwardness ensues. After experiencing situations like this, those afflicted with phone anxiety will begin to encounter symptoms of the disorder every time their phone rings. Insecurity in not being able to see the other person is another excuse for phone anxiety. While the exact percentage is impossible to determine because of varying situations, experts agree that approximately 90% of our communication is nonverbal. When we engage in conversations, many elements are factored in, as our brains work to decipher not only what they are saying, but what they mean. Some of these elements include tone of voice, fluidity of words, mannerisms, eye contact, physiological behavior (i.e., sweating and scratching), and much more. When we talk to people over the phone, we are losing the majority of the indicators that help us communicate efficiently. This plays a major role in the development and triggering of phone anxiety, because the ability to gauge how our words are being interpreted, greatly diminishes, which makes those who suffer from social anxiety insecure about conversing through their mobile devices. Millennials and Phone Anxiety Many millennials struggle with mental health, and their generation has been dubbed as the “anxious generation.” Whether you are a millennial suffering with phone anxiety or trying to get ahold of a millennial with phone anxiety, it can help to understand the possible root causes and reasons for the cold shoulder. A survey from gadget retail site BankMyCell attempts to delve into why many millennials love their phones but hate talking on them. The top reasons for a millennial not to answer an incoming phone or reach out to you with an email or text instead of calling you include: Calls can be time-consuming. You have no way to tell if a call will take minutes or hours. Millennials want to communicate faster and prefer getting straightforward answers. Calls are disruptive. In most cases, your phone will vibrate with a call at a random time of the day, potentially interrupting whatever activity you’re doing if you answer. Calls come off presumptuous. Overall, when someone calls you it’s probable that they need something from you. There is an assumption that you have the time to be interrupted. One millennial told the Wall Street Journal, “Calling someone without emailing first can make it seem as though you’re prioritizing your needs over theirs.” Calls are commonly inefficient. When you’re using a messaging service, you can drop in and out when you want. Sending an email or message via an app gets straight to the point without any polite small talk. Calls can be annoying. Getting a presumptuous call from someone creates a negative reaction. People often sigh or roll their eyes when a call comes in at an inconvenient time. Calls are stressful. Everyone is so productivity driven that in many situations like work, calls can be stressful. You could be working on a deadline or rushing to get out the door and the distraction interrupts you at the wrong time. People like to avoid conflict. Calls leave you little time to compose yourself. You can feel vulnerable about how you come across and what you’re going to say if confronted. Calls are rarely private. You can message nonstop in a room and no one will know what you’re saying. If you want a degree of privacy on the phone, you’ll have to relocate yourself to stop people from eavesdropping. How Phone Anxiety Affects Your Life As our phones become a bigger and more important part of our personal lives, as well as our professional lives, a sufferer of phone anxiety may risk important relationships when they ignore or avoid phone calls. Whether it’s a friend, family member, a colleague, or a client, some people may take the avoidance as a sign that you don’t want to speak with them. This can greatly affect relationships with those individuals. If you have or are planning to get a job that requires communication over the phone, such as sales or consulting, your phone anxiety could potentially prevent you from getting or keeping your job. For those with symptoms that include stammering, it could be perceived as unprofessional, and may even impact your work performance and even your employment status. How to Overcome Phone Anxiety While it may seem impossible to overcome your phone anxiety, it can be overcome with hard work and dedication. Since there are many reasons for phone anxiety, there are also many techniques, and some may be more effective than others. Here are some simple, yet effective techniques to implement to help you combat your anxiety. Before You Call Relax and Breathe. Taking a deep breath before making a call or answering the phone might seem easy but is proven to be effective. Breathing increases oxygen to the brain and helps calm the mind. This can help increase the fluidity of your thoughts as they are being converted into speech. Try “tactical breathing” (so named because it’s a technique that soldiers and police officers use to quickly calm down and stay focused during firefights). Here’s how to do it: 1) Slowly inhale a deep breath for 4 seconds. 2) Hold the breath in for 4 seconds. 3) Slowly exhale the breath out for 4 seconds. 4) Hold the empty breath for 4 seconds. 5) Repeat until your breathing is under control. Create a Script for the Call. Writing out what you want to say takes away some of the unknown and will make you feel more confident that you will be able to accomplish your objective during the call. Consider writing out your opening word for word, as this can be the hardest part of the call. Once you’re past that, you’ll often feel less nervous. In your opening, make sure to say who you are, where you’re calling from, and what you are calling about. Next, make a list of key points you want to discuss during the call. Try to anticipate what the person on the other end might ask you, and what you’d like to say in response. Write down any numbers or names you might be asked to provide. If you’re making a social call, write down possible conversation topics and questions you can ask to keep the conversation going and avoid that awkward silence. Add as much detail as you’d like to your script. You won’t likely be able to (or want to) read it word for word, but it will give you confidence as you go into the call. Rehearse. If you’re especially nervous, consider rehearsing your opening before making your call. Hold the phone to your ear and speak into it to make it as realistic as possible. Avoid over-rehearsing as this may make you come across as if you aren’t listening to the person on the other line. • Call someone else first. Right before you must call a stranger or someone who makes you nervous, call someone like a family member or significant other that you feel completely comfortable talking to over the phone. After a short warm-up conversation with them, make the other call immediately. This can be a very effective technique for calming your phone shyness, as the first call soothes the part of your brain that associates being on the phone with stress. During the Call Walk around and make gestures. Studies have found that when your arms are constrained, you feel more nervous and use more language fillers (like “ums” and “uhs”) because you’re less confident that your message is getting across. Consider moving and using body language even though the person you’re talking to can’t see it and you will likely feel more comfortable and natural. Smile. While we may think that we only smile in response too feelings of calmness and happiness, smiling can actually create these feelings. Research shows that even a fake smile during a stressful activity can decrease your heart rate and stress level. Additionally, you’ll sound friendlier to the person on the other end of the line. Look in the mirror as you talk. Part of what creates anxiety during phone calls is that the only feedback you get is the person’s voice without seeing their reassuring facial expressions. Looking at yourself in the mirror can help make you feel less awkward because it tricks your brain into thinking that you’re talking to another human face-to-face. Take Your Time. Phone conversations typically don’t need to be rushed. Rushing is probably the number one contributing factor causing mistakes in many facets of life. When you are routinely rushing to communicate, and you are not being clearly understood, you are not communicating effectively. As a result, you start to develop insecurities, which often triggers even more anxiety. Speaking over one another or interrupting can become awkward quickly. When conversing, just remember to take your time to listen carefully and speak clearly. Practice. Make one phone call each day. If you don’t have anyone that you need to call, call a business and ask what their hours are. Work your way into doing calls that require longer openings, and more back and forth. Find reasons to call customer service or call and make appointments. The more you do it, the more you will overcome your fear and become more efficient. Keep in mind that perfection rarely exists in communication. Speaking without nonverbal clues can be tricky in virtually every situation. If you flub a word, or stutter, chances are the person you are speaking with has done the same thing many times before as well. Some people simply have more experience with phone calls. The next time you get on the phone and start to feel symptoms of your anxiety kick in, remember that it has happened to everyone at some point in time. There’s nothing to be ashamed of. We’re all human. Making Phone Calls More Productive Be aware that a large percentage of people suffer with phone anxiety, so you will be more productive and efficient if you take the time to discover the preferred communication channel of the person you are trying to reach. If a phone call makes sense as the best channel, arrange a good time to call and be respectful of the other person’s time. Sending an email or message with preliminary details may ease anxiety that the other party may feel about a phone call. Recognize that calling someone with a valid business goal is not bothering them as long as you are confident and efficient. Many customer relationships can’t be developed without a conversation, and companies who use the phone to connect with, train, and assist new employees, have better acquisition and retention rates. Harvard Business Review reported that 57% of customers have had to switch from the web to a phone call to resolve an issue. NewVoice found that 75% of consumers chose the phone as the “most effective way of getting a quick response. The quick back and forth communication of a phone call can often resolve misunderstandings faster than other seemingly convenient channels like email or text. Conclusion Phone anxiety is a real disorder that affects many people and impedes communication and opportunities regularly. Overcoming this fear and learning to best communicate with every person will improve business and personal relationships. To learn how to develop the skills necessary to overcome your anxiety, and thrive in this new, competitive environment, contact Hoopis Performance Network to learn about the many tools and resources that are available to help you overcome anxieties and master phone calls. HPN provides knowledge and skills training for management, producers, and staff in the financial services industry. Whether you own or manage an insurance agency or an investment firm, we want to give you and your employees the tools needed to successfully grow your business in a competitive industry. Contact us today for your training and education needs and to learn more about how to best communicate with all groups with varying communication preferences. Overcoming Phone Anxiety

Inspirational Speaker, Bestselling Author Dave Sanderson Inspirational Speaker, Bestselling Author Dave Sanderson is an inspirational survivor, speaker and author. His thoughts on leadership have made him an internationally sought-out speaker. When US Airways Flight 1549, or “The Miracle on the Hudson,” ditched into the Hudson River on January 15, 2009, Dave Sanderson knew he was exactly where he was supposed to be. The last passenger off the back of the plane on that fateful day, he was largely responsible for the well-being and safety of others, risking his own life in frigid water to help other passengers off the plane. Despite the hazards to himself, Sanderson thought only of helping others and emerged from the wreckage with a mission: to encourage others to do the right thing. Previous Speaker Go back to Speaker Network Next Speaker

Master Sales Trainer, Financial Services Speaker, President of P2P Group Jim Effner Master Sales Trainer, Financial Services Speaker, President of P2P Group Jim Effner is a financial services speaker and master sales trainer with 27 years of experience. Formerly, Jim was Managing Partner of the Effner Financial Group, one of the largest Northwestern Mutual offices in the country, consisting of 117 full-time advisors, insuring over 65,000 policyholders with a face amount of nearly $27 billion. Jim began the first 12 years of his career as an advisor and is a lifetime Million Dollar Round Table (MDRT) qualifier. He was also a three-time Forum qualifier, representing the top 5% of all Northwestern Mutual advisors, and the youngest person to make Forum the first two times he qualified. Jim has also overcome numerous life challenges, including losing his hearing just 30 days after taking his managing partner contract. Now, as President of P2P Group, Inc., he shares his proven systems for success with financial professionals around the country. Previous Speaker Go back to Speaker Network Next Speaker