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IAI Actuarial Core Principles · Business Management · Skills and knowledge for working as an actuary in financial services

During a meeting at a Bengaluru insurer, an actuary notices the marketing head nodding while folding his arms and avoiding eye contact as a product change is explained. What is the most appropriate use of active listening here?

The actuary should ask open questions about his concerns and summarise his replies to confirm understanding. Mixed verbal and non-verbal signals suggest hidden reservations, which this approach explores tactfully, unlike assuming agreement, public confrontation, ignoring cues or repeating the explanation.

  1. AAssume agreement because he is nodding and proceed to the next item
  2. BAsk open questions such as what concerns he has about the change, and summarise his answers back to check understandingCorrect
  3. CStop the meeting and tell him his body language shows he disagrees
  4. DIgnore body language as it is irrelevant to business decisions
  5. Repeat the explanation louder and more slowly

Explanation

Mixed signals suggest possible unspoken concerns. Open questions and summarising check understanding without accusing. Assuming agreement or confronting him publicly is unhelpful, and repeating louder does not address concerns.

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