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Claims iWorkbook – Negotiation

$89.99 $44.99

Upon completion learners will be able to…

  • Save time, money and frustration by negotiating win-win solutions with all involved in the claims process
  • Determine what and when to negotiate, as well as when not to negotiate
  • Evaluate and plan for one of the three negotiating outcomes by using the criteria for evaluating them
  • Undertake the critical steps for pre-negotiation planning;
  • Set and prioritize negotiation goals into three “tiers”
  • Apply a variety of negotiation strategies and tactics
  • Counter the strategies and tactics used by others
  • Leverage an understanding if the eight negotiating “power bases,” and apply each to opening negotiations
  • Use bargaining power and concessions in the negotiation goal process
  • Employ the four-step process for handling objections
  • Deploy effective methods for closing the negotiation

iWorkbook: Negotiating


  • Overview
  • Objectives
  • What’s Your Negotiating IQ?
  • Negotiation Pre-Test

Part 1: Negotiation – What Is It?

  • What Do I Negotiate?
  • Evaluating Negotiation Outcomes
  • Negotiation Styles
  • What’s The Best Style?
  • The Best Outcome

Part 2: Pre-Negotiation Activities

  • Pre-Negotiation Planning
  • Planning The Case
  • Negotiation Issues
  • Negotiation Goals
  • The Three-Tiered Goal System
  • Using Three Tiers
  • Three-Tiered Goal Analysis
  • Flexibility and “Plenty of Room to Move”
  • Your Partner’s Goals
  • Three-Tiered Goal Analysis Worksheet

Part 3: Strategies and Tactics

  • What’s In a Word?
  • Strategy vs. Tactics
  • Five Basic Principles
  • Add a Little Substance to Your Strategy
  • Examples: Ten Important Strategies
  • Determining Your Approach
  • Answers: Determining Your Approach
  • What’s What in Tactics
  • Tactics – Practical Examples
  • Prepare to Counter

Part 4: Conducting Negotiations

  • Maintaining Control
  • Power Perceptions
  • Power Bases
  • Answers: Power Bases
  • Power Application
  • Answers: Power Application
  • Taming the “Legal Eagles”
  • Telephone Negotiations
  • Telephone Ups and Downs
  • Face-to-Face Negotiations
  • Answers: Face-to-Face Negotiations
  • Opening the Negotiation
  • Smart Beginners
  • Presenting Your Goals
  • Answers: Presenting Your Goals
  • Bargaining Chips
  • Bargaining Chips – Your Currencies of Trade
  • Bargaining Power
  • Answers: Bargaining Power
  • Give It Up!
  • Winning Through Concessions
  • Answers: Winning Through Concessions

Part 5: Handling Objections

  • Disagreement and Conflict
  • Objections – Opportunity Knocking
  • All Objections are Not Alike
  • Objection-Handling Wheel
  • Discover the Secret
  • Resolving Deadlocks

Part 6: Closing the Negotiation

  • Closing Objectives
  • The Trial Close
  • Closing Techniques
  • Closing in on the Close
  • Wrap It Up!
  • Answers: Wrap It Up!


  • Negotiation Pre-Test Answers and Scoring Guide
  • Key Point Summary
  • Definition of Terms
  • The Final Exam


Negotiation is the most important – and probably the most challenging – skill a claims adjuster will ever learn. Since claims adjusters negotiate daily – with claimants, attorneys, agents, replacement houses, mechanics, etc.– it is imperative that they know how to recognize, use, and defend against a wide variety of strategies and tactics. This course covers over 25 strategies and tactics with principles for employing and countering each. Adjusters frequently interact with intimidating plaintiff attorneys, most of whom have special training in negotiation. When adjusters are armed with the skills presented here, they will better accomplish their most important task – negotiating more equitable settlements.

Learners are introduced to the process of properly opening a negotiation, establishing rapport, maintaining control, making opening offers, bargaining, handling objections, closing, and finalizing the settlement. This course also covers the all-important perception of power in the negotiation process – who has it and why. The skills in this course will empower adjusters the confidence and know-how to settle cases more quickly, productively, and economically.

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.


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!

Volume discounts automatically applied based on number ordered.

Delivery of your order happens in two steps:

1. File access. Immediately upon confirmation of payment, you will receive a link to download your PRISMS iWorkbook. But you won’t be able to access the book itself just yet. That’s because you’ll need…

2. Credentials. Simply use the iWorkbook user list form provided following checkout to supply us with the name and email address of each learner. Usernames and passwords are generated on our side, and will be emailed to you within one business day of purchase.

Note: If you want to take advantage of volume discounts and don’t have all your learner names yet, that’s okay! You can always supply us with new user data later on.