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FPC007B Client Engagement Skills Assignment 2

Assignment 2 Instructions

Assignment 2 marks: 55 | Research, presentation and/or referencing marks: 5 Total marks: 60

Total word limit: 2,500 words Weighting: 45%

Learning outcomes (LO) mapping		Marks
LO3	Compare and contrast the effects of emotionally intelligent behaviours and critical thinking behaviours on the outcomes of client engagements in a financial services company or licensee.	15
LO4	Critically examine the authenticity of communications from a financial adviser to a client with feedback from an assessment of communication styles.	15
LO5	Evaluate a range of heuristics, biases and decision errors made by financial adviser and clients in a context of financial services.	15
LO6	Build a professional development plan based on results and feedback from various sources.	10
Research, presentation and/or referencing		5
Total marks		60

Assignment details

• This assignment covers Topics 2 to 4 and accounts for 45% of your final grade.

• There is one (1) question in this assignment. You should answer all parts of the question.

• Marks will be awarded for presentation and referencing.

• It is essential that you go beyond your subject material to research your answers.

• Refer to the Criteria-Based Marking Guide for guidelines on what is expected for each question.

• Answers are to be in your own words. Reference and cite all your sources (within the text of your answer) when quoting or using material from external sources. Include a reference list at the end of your assignment. For further information on referencing, refer to the ‘Referencing and Research’ page in the ‘Build Your Skills’ hub in KapLearn.

• Indicative weightings are noted beside each question. Use these weightings to assist you with your allocation of time and resources. The weightings indicate the relative importance of each question.

• State all assumptions used in providing your answer.

Policies

• The overall word limit for the assignment is 2,500 words. Marks will only be awarded for answers up to the word limit (plus 10%) for each question. Any material written after this will not be counted towards your mark for that question. Headings, quotes and references within the body of the answer are included in the word count. Numerical tables, calculations, and reference lists are not included. For more information on word counts and their rationale, go to Assessment à Assignment à Assessment Preparation Guide.

• The Assessment Preparation Guide contains information about format and presentation, word limits, citations and referencing, collusion, plagiarism and other policies, useful resources, submitting your assignment and accessing your results.

• Follow the Harvard referencing style as recommended in Kaplan Australia: Harvard Referencing Guide located on the ‘Referencing and Research’ page in the ‘Build Your Skills’ hub in KapLearn.

• Requests for special consideration or information pertaining to special consideration written in the body of the assignment will not be considered by the assessor. Refer to the ‘special consideration’ section of the Assessment Policy on Kaplan’s website for more information.

Assignment presentation and referencing (5 marks)

You are required to research beyond the subject notes in answering the questions in this assignment. Reference and cite all your sources when quoting or using material from external sources.

You are required to:

use appropriate presentation and format for your assignment
demonstrate independent research and analysis
demonstrate appropriate use of relevant references
follow the Harvard referencing style as recommended in Kaplan Australia: Harvard Referencing Guide

available from the ‘Build Your Skills’ hub in KapLearn

include a reference list at the end of your assignment following the recommended referencing style
adhere to the assignment word

Criteria-Based Marking Guide for presentation and referencing

The Criteria-Based Marking Guide (CBMG) provided at the end of each question is designed to assist students to understand what is expected of them in each question and to let you know how their performance will be judged. It provides advice about the criteria used in the marking of the question and what discriminates between an excellent, satisfactory and unsatisfactory answer.

The below CBMG outlines the expectations for presentation and referencing in this assignment.

Excellent

(Mark range: 4–5 marks)

Satisfactory

(Mark range: 2.5–3.5 marks)

Unsatisfactory (Mark range: 0–2 marks)

• clear and appropriate assignment layout and structure

• adheres to assignment and question word limits

• clear evidence of independent research and analysis incorporated throughout assignment

• appropriate use of referencing

• accurate use of

Harvard referencing style

• comprehensive reference list provided at end of assignment

• adequate assignment layout and structure

• adheres to assignment and question word limits

• some evidence of independent research and analysis

• appropriate use of referencing

• use of Harvard referencing style

• reference list provided at end of assignment

• poor assignment layout and/or structure

• assignment is significantly under or over the word limit

• no demonstrated independent research or analysis

• no use of references

• referencing does not use Harvard referencing style

• no or inadequate reference list provided at end of assignment

Question 1 Identifying competencies and gaps

(55 marks | Word limit: 2,500 words)

LO3 Compare and contrast the effects of emotionally intelligent behaviours and critical thinking behaviours on the outcomes of client engagements in a financial services company or licensee.

LO4 Critically examine the authenticity of communications from a financial adviser to a client with feedback from an assessment of communication styles.

LO5 Evaluate a range of heuristics, biases and decision errors made by financial adviser and clients in a context of financial services.

LO6 Build a professional development plan based on results and feedback from various sources.

Read the information provided in Topics 2–4, as well as the required readings and additional resources.

This assignment is designed to help you identify the competencies and behaviours that support ongoing client relationships during emotional periods of anxiety and anger. Assignment 1 should be used very briefly to set the context of Assignment 2.

Write your assignment with specific analyses of your competencies (e.g. strengths) and competency gaps (e.g. further learning) as indicated by the Genos emotional intelligence survey in Topic 2;

the communication styles survey in Topic 3; and your observations of consumer behaviour in Topic 4.

You should discuss the following five (5) points at a minimum in your assignment.

Recall that Assignment 1 required you to identify a key business problem, the context of which can be elaborated with concepts of behavioural finance. Based on the context, you are required to give brief examples (strengths and weaknesses) of the general level of emotional intelligence across a group you can observe (e.g. your work colleagues or the people you interviewed). Apply Daniel Goleman’s emotional intelligence competency framework, presented in Topic 2. The objective is to observe emotional intelligence behaviours in
Critically evaluate your emotional intelligence strengths and weaknesses relative to your observation Consider elements from your environment that impact on your strengths and weaknesses and how you can leverage off your strengths to take advantage of opportunities and overcome threats that impact your weaknesses. Apply your Genos emotional intelligence survey results. The objective is to identify opportunities where you can support your group and manage threats that you need to overcome as a group, and areas where you should rely on support from the group.
Evaluate your communication style (e.g. each element within the communication style survey). Comment on the implications of your style and others’ possible perceptions of your
To gain a better understanding of prevalent biases in your workplace environment among clients and/or colleagues, administer three (3) copies each of the bias identification quiz and the BIT orientation quiz (yours and two (2) colleagues). Once the data collection has been completed, analyse the results and then provide practical explanations of causes and consequences of identified bias behaviours

(from the bias identification quiz). Also, provide practical descriptions of the results from yourself and your colleagues (from the BIT orientation quiz results).

Based on your own results from self-assessment and associated observations and conclusions of your analysis of your observation group, reflect on how these can be applied to a professional development plan for yourself and your business/colleagues. In terms of colleagues/business — you might consider a more strategic view which may include, but are not limited to, the client value proposition, financial outcomes, client outcomes, process outcomes and HR outcomes in developing objectives and action

At a minimum for a pass grade, your assignment must adequately satisfy the learning outcomes defined for this assignment.

Marking Guidance for Question 1: Identifying competencies and gaps

The Marking Guidance provided at the end of the question is designed to assist students to understand what is expected of them in the question and to let them know how their performance will be judged.