Upon completion learners will be able to…
- Reduce payouts and claims expense by communicating more positively and more effectively with claimants, insureds, producers and company personnel
- Recognize how communication affects the claims settlement process;
- Better utilize the various modes of communication – words, emotions, and non-verbal messages
- More effectively validate understanding by determining what the other person thinks you communicated
- Utilize a variety of specific, effective questioning techniques for various claims situations
- Engage active listening techniques to uncover and understand what claimants really mean
Part 1: Communication – What Is It?
- Communication Definitions
- Communication Quiz
- Communication Answers
- Types of Communication
- Some Communication Surprises!
- More Than Words…
Part 2: Are Questions The Answer?
- Questions – An Open and Closed Case
- Open & Closed Questions
- Special Purpose Questions
- Identifying Special Purpose Questions
- Questions Really are the Answer
Part 3: Active Listening
- Active Listening Diagram
- Active Listening Activity
- Listening Habits
- The Claim’s Adjuster’s Guide to Productive Communication
- Key Point Summary
- Definition of Terms
- Final Exam
Communication is the key to productive settlements. This course carefully delineates how communication affects the claims process, and covers various forms of communication, as well as active listening and questioning techniques. The concept of negotiation is introduced—what it is, and how adjusters use it. The objective of negotiation and how communication affects that objective is also explored. Adjusters are taught how to use communication skills to overcome negative perceptions that can adversely affect the claims process.
PRISMS Course iWorkbooks are supplied as password-access PDF files, and are fully interactive – forms, Q&A’s, quizzes, and all other user input is enabled in the PDF file, which can be viewed and used on any internet-enabled device containing an Adobe Acrobat PDF reader application. Please Note: A standard PDF reader is required; the file will be rendered inactive if launched in an alternate reader such as a web browser or “preview” application.
HOW IT WORKS
1. Purchase for the number of users you expect to need access to the iWorkbook(s). In order to enjoy volume discounts, you may wish to order for users who may not be on-boarded yet; “access slots” can be filled in later on.
2. Submit user data (name and email address) via a simple spreadsheet file provided following purchase, from which file access credentials will be produced and sent to you within one business day.
3. Download a single “master file” of the iWorkbook(s) and distribute to all designated users along with their access credentials.
4. Take credit for amplifying skills, raising professionalism, and improving on-the-job results with proven PRISMS learning!