Human Behaviour and Practice Management

Course Code: FIN 5561

Academic Year: 2019-2020

Students examine the fundamentals of human behavior and their integration with the effective management of a financial planning practice. Learners are introduced to the concepts of portfolio models and dashboards in addition to contact management techniques and entrepreneurialism. The consumer experience is examined including knowing one's customer, segmentation, relationship management and service failure recovery. Detailed understanding of techniques for market analysis are discussed, including SWOT and Porter's Five Forces. Students examine areas of human behavior, such as stages of change, learning styles and how customers make financial decisions to effectively identify a client's product and service preferences and respond accordingly.