Managing finances can often be an overwhelming and stressful experience for clients. Therefore, it is essential that people can connect with an accountant who is not only knowledgeable and provides expert advice but also understands these emotions and can respond appropriately with empathy and support.

This is why emotional intelligence training is essential in the financial sector, especially for client-facing roles, such as accountancy.

Emotional intelligence is the ability to recognise and manage emotions in ourselves and others, consisting of four quadrants: self-awareness, self-management, social awareness, and social influence. Together, these skills enable professionals to connect with clients and handle emotionally charged situations effectively.

This article explores best practices for both recognising and addressing stress in clients, as well as strategies for managing your own stress as a professional dealing with the emotions of your clients.

Spotting the signs

With time, accountants will usually get to know what excites or stresses their clients; however, these emotions are not always vocalised, especially by people who are more private. Therefore, being able to spot the subtle signs from their body language, their face or their voice can give a significant advantage.

Knowing how to read emotions and showing understanding of a client will make it easier to develop trust and rapport more easily. Here are three signs of stress to be aware of:

Physiological responses

It is important that to recognise the physiological responses that may indicate how clients are truly feeling. Even when not expressed directly, the body displays signs of stress, anxiety, and unease. For example:

• Fidgeting or tapping;
• Changes to voice pitch or volume;
• Avoiding eye contact; and
• Excessive swallowing.

Having the capacity to tune in and notice these signals allows for adjustment of your approach. It is always important to take a moment to consider how a client might be feeling before opening up the conversation and encouraging them to expand upon their feelings, or asking them their opinion on what they are currently discussing, so that they can share their concerns.

Emotional shifts

Sometimes clients may seem overly calm or overly enthusiastic, demonstrating a large emotional shift. These almost exaggerated emotions can be a sign of underlying stress or poor decision-making when faced with information or situations they may not yet fully understand.

Again, once this shift has been identified, look for changes in facial expressions or body language such as hesitation, confusion, or glazed looks to confirm that this might be the case. It is important to ensure that clients have understood any advice or information given to them so that they don’t make any uninformed decisions or leave feeling uncomfortable or confused.

Good practice includes, alongside asking if the client has any questions, checking whether or not there is any information from the meeting that they would like you to review or expand upon further, and specifically setting aside time for this at the end of each meeting. It is vital that clients aren’t rushed, and that the focus is on creating a safe, non-judgmental environment where they can feel comfortable opening up.

Vulnerable moments

While this may seem intuitive, it is crucial to remain especially attentive to clients during periods of heightened vulnerability. Difficult life events such as bereavement, divorce, and retirement can make clients emotionally fragile and less able to engage with complex reasoning. In cases where their emotional state seems abnormal or unstable, it is best to pause and revisit decisions at a later date, where possible.

This also emphasises the advantage of making the effort to get to know clients on a personal level, and be aware of what events or instances are most likely to affect them.

Overall, investing in learning about these emotional cues will help accountants and finance professionals spot those who might need additional attention or support. When we are mindful of the emotions of others, trust grows, which in turn strengthens our relationships for the better.

The personal toll

Often, when we think of stress, we imagine visible signs such as burnout, emotional outbursts, and physical exhaustion, but in my experience, stress rarely announces itself. This is especially true in high-performance environments, the likes of which accountants and financial directors will encounter, where the pressure is constant, and the expectation is to carry on regardless.

Stress management requires early awareness of the signs in yourself, and habits and routines to help prevent things from escalating. The signs can include becoming more withdrawn, easily distracted, zoning out, and appearing calm on the outside while feeling overwhelmed on the inside.

Here are some recommended methods for managing stress:

• Physical movement: especially strength training and intense cardio
• Cold showers: the last 60 seconds, voluntarily suffering early in the day, provides a good benchmark for comparison
• Writing problems down, especially those without immediate solutions
• Talking out loud: with a partner, close friends, or through reflective writing
• Setting boundaries: be clear - no work on weekends, evenings, or holidays; no exceptions
• Nutrition and sleep: reduce junk food in the diet, get seven to eight hours of sleep

Stress doesn’t discriminate. Keep an eye out for the quiet signs in colleagues, too. Sometimes, it seems like distance, silence, and overthinking, which could be mistaken for commitment, professionalism, and success.

Recognising these subtle cues - both in ourselves and others - can be the difference between sustainable performance and silent struggle.

Conclusion

Empathy and self-awareness are no longer optional in today’s financial landscape - they are essential tools for meaningful client service and sustainable professional growth.

By cultivating emotional intelligence and paying attention to subtle signs, finance professionals can build stronger relationships, foster trust, and create safer, more effective client experiences that not only support others through challenging times but also protect their own wellbeing and long-term performance.

About the author

James Woodfall is a former financial planner, emotional intelligence expert, and founder of Raise Your EI