Reassure the client and start building rapport
Encourage the client to express their emotions, and then they can concentrate on remembering, thinking, and decision-making. Allow the client to voice their fears, even if they do not initially appear to be debt-related. Clients need to be able to express their concerns so that they can concentrate on solutions to their debt problems. Expressing their fears allows them to build trust with the adviser and enables the adviser to focus on dealing with misconceptions and unwarranted concerns.