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Claims iWorkbooks – Complete Set

$195.00 $97.50

iWorkbook: Productivity

Upon completion learners will be able to…

  • Get more accomplished in less time by working smarter, not harder
  • Increase productivity by analyzing current use of time
  • Schedule mission-critical and important activities at optimal times for best results
  • Confront the reality of procrastination and develop ways to overcome it
  • Set goals and allocate time to priority tasks for goal achievement
  • Grade claims files and leverage time accordingly
  • Use the “up-front close” to determine transaction or negotiation likelihood

iWorkbook: Partnering

Upon completion learners will be able to…

  • Quickly establish positive relationships with claimants
  • See a claim through the claimant’s eyes and effectively communicate empathy to build trust
  • Recognize and deal effectively with different personality types
  • Use needs profiling in order to be a consultative adjuster
  • Use partnering to drive closure through common goals
  • Effectively handle denials

iWorkbook: Communication

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

iWorkbook: Negotiation

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: Productivity


  • Overview and Objectives

Part 1: Analyzing Time

  • Time Management Quiz
  • Quiz Scoring
  • Time-Analysis Worksheet

Part 2: Working Smarter, Not Harder

  • Prime Time
  • Peak Productivity Periods
  • Making the Most of your Energy!
  • What’s Urgent? What’s Important? What’s the Difference?
  • The Availability of Others
  • Contacting Claimants
  • The Biggest Barrier – Procrastination!
  • Don’t Eat the Whole Elephant
  • Achieving Success Through Goals
  • Setting Personal Goals
  • Creating Action-Oriented Goals
  • Business Planning and Goal Setting

Part 3: Claims Productivity Tools

  • Claims Gradation
  • Claims Classifications
  • Daily To-Do List
  • Up-Front Close
  • “If…Then?”
  • Constructing the Up-Front Close


  • Key Point Summary
  • Definition of Terms
  • The Final Exam

iWorkbook: Partnering


  • The New Neighbor
  • Overview and Objectives

Part 1: Through the Claimant’s Eyes

  • Comfort Zones
  • First Impressions
  • The Four Personality Styles
  • Dealing with Personality Styles
  • What’s Your Personality Style?

Part 2: What the Claimant Needs

  • Ends, Means and Criteria
  • Uncovering Needs
  • Developing Needs Profile
  • Needs: The Emotional Side
  • Fulfilling Emotional Needs

Part 3: Meeting Needs, Settling Claims

  • Providing Information
  • What to Give
  • Denials
  • Perceptions


  • Partnering in Good Faith
  • Key Point Summary
  • Definition of Terms
  • Final Exam

iWorkbook: Communication


  • Objectives and Overview

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

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

PRODUCTIVITY iWORKBOOK: 56pp Claims adjusters manage a tremendous work load. They must often make decisions about cases without direct management supervision. That’s why Productivity is so critical to the claims adjuster’s success. This course exposes barriers to productivity and how to overcome them through win/win planning, prioritizing, goal setting, and settlement range analysis. When adjusters manage, prioritize, and organize their workflow, they work smarter, not harder – saving the company time and money!

PARTNERING iWORKBOOK: 67pp This course focuses on human relations skills. Adjusters are introduced to the principles of needs-profiling and empathy, and how skill building in these areas can make their job easier and more successful. To interact well with the broad spectrum of people they encounter, adjusters are exposed to a range of predictable personality types, as well as persuasion techniques to deal with each one. Adjusters also learn what information they must give—and obtain—to help the claim process proceed smoothly. Methods of establishing trust and positive rapport are provided, as well as techniques for presenting the benefits of direct settlement and the reality of denials.

COMMUNICATION iWORKBOOK:  61pp 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.

NEGOTIATION iWORKBOOK: 173pp 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 csv 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.