2. Communicating Effectively CLTC Graduate Webinar Series February 2009 L08086108[exp0711] Why Clients May Not Understand You

3. Jargon? Living Benefits GMIB Surrender charge SPIA Death benefit Survivorship credit VAs Annuitization

4. Financial-speak doesn’t make the grade Source: AARP Financial, Inc., April 2008 CDFCDF

5. Jargon is costly

6. Consumers believe it’s intentional Source: AARP Financial, Inc., April 2008

8. Left Brain Uses logic Reality based Facts rule! Detail oriented Sequential Practical

9. Right Brain Big picture Symbols and images Imagination rules! Possibilities Risk taking Simultaneous

12. How do we begin the discussion?

13. Preparing for retirement is like navigating without a map

14. How consumers view retirement Retirement is a journey Retirement’s become a personal responsibility requiring expert help High hopes and high anxiety Source: MetLife RSG Proprietary Research

15. What do people want? Inspire, not scare Maximize, not just protect Enlighten, don’t sell Hey it’s me … not you! Source: MetLife RSG Proprietary Research

16. Ideas that resonate Help me take concrete steps to help protect and maximize my income and assets Product solutions that work together and complement my other investments to help make the most of what I have Source: MetLife RSG Proprietary Research

17. More ideas Be positive, optimistic and realistic in language and tone Frame quality of life in retirement positively Source: MetLife RSG Proprietary Research

18. How to say it Old Odds are that over half of you will live past age 85 and one in four will live past age 92. You don’t want to use your retirement assets too soon and end up with no financial options later in life New People are living longer and spending more time enjoying retirement. You’d like to ensure you will have enough to enjoy your future. Source: MetLife RSG Proprietary Research

19. New We can work with you to help make the most of what you have What else to say Source: MetLife RSG Proprietary Research Old You have a one in two chance of spending some time in a nursing home

20. You can teach an old dog Plasticity

21. The Aging Brain  Right brain more dominant – intuition, creativity, emotions.  Speed of processing information slows down.  Difficult to absorb and remember rote facts and figures.  Greater need to put things in context, to draw from experience.

22. Communication with Older Adults  Move away from focus on features – depend more on values-based messages  Once drawn in, provide essential facts and figures  Allow people to examine material at their own pace

23. Lessons about the brain

24. Change is hard

25. The dawn of the Conceptual Age 18 th Century Agricultural Age - farmers 19 th Century Industrial Age-Factory workers 20 th Century Information Age—Knowledge workers 21 st Century Conceptual Age—creators and empathizers Daniel Pink: A Whole New Mind

26. Medicine Meaning Source: Richard Leider, 2006 Money Retirement is more than wealth

27. Place People Work Purpose Source: The Inventure Group © 1996, 2001 The Good Life Inventory Getting to the Good Life

28. It’s All About … Choice Dignity

29. Some day it will all come to an end

30. Barbara Howard Director, Gerontology MetLife Mature Market Institute 57 Greens Farms Road Westport, CT 06880 www.maturemarketinstitute.com bhoward1@metlife.com