Manager Soft-Skill Courses (Full Day Workshops)

Creating and Duplicating the Perfect Policy Holder Experience

This course will provide executive teams or other executive groups with a broad understanding about the challenges and rewards of building and executing a successful policy holder loyalty initiative. Attendees will discover a roadmap for succeeding at this seemingly daunting challenge and feel encouraged about building an effective strategy for customer retention and organic growth.

Delegation Training for Supervisors and Managers

A full day workshop (8:00am - 5:00pm) designed specifically to improve one of the most difficult tasks for most managers - the ability to delegate effectively. Exercises, scenarios and role-plays will help you evaluate your current skills, easily identify the problems, and quickly find solutions. Effective delegation can help you develop your adjuster's potential while getting the job done. Effective managers know how to increase positive exposure for their team and use delegation as a tool for managing organizational change.

Handling Difficult Employees

A full day workshop (8:00am - 5:00am) designed to help any supervisor or manager that must deal with difficult employees. This course helps managers understand why performance problems occur, and how to resolve them. During the course, we develop an intervention model, and a discussion of discipline and termination procedures. Regardless of the "problem" this course will help you learn how to handle specific problem behaviors It will focus on the difference between legitimate complaints and insubordination. Practice scenarios and role plays will assist in developing your ability to resolve disputes fairly, and boost performance.

Interviewing and Hiring Excellent Claims People

Claims managers will learn how to develop effective interviewing techniques to identify the characteristics most desirable in the typical successful claims person.

Keys to Effective Presentations

A full day workshop (8:00am - 5:00pm) designed for any claims professional that finds himself/herself in need to put on effective and persuasive presentations. From the basics of the proper gestures and eye contact, to the intricacies of persuasive conclusion building, this course can aid anyone in the realm of presentations, training sessions or any public speaking. After practicing each component separately, each student will deliver a practice presentation and receive feedback for future improvement. This course involves a great deal of practice with videotape of the final presentation session. The goal of this workshop is to enlighten students on simple but effective keys to presenting interesting, meaningful, and persuasive presentations.

Leadership Skills for Claims Supervisors and Managers

A full day workshop (8:00 am - 5:00pm) designed to teach claims managers how to be good leaders. It has been said, "If you want to be a leader, you have to look good from behind." Adjusters need good claims managers (technical expertise is often identified as a main characteristic), but the office itself needs strong leaders. This course focuses on personality traits, behavioral changes and goal setting techniques required to be an effective and respected leader.

Managing Change

A full day workshop (8:00am - 5:00pm) designed to help claims supervisors and managers develop into a motivating influence during times of change. This course provides the skills managers need for understanding the process of change and supporting people through it. Instruction throughout the course teaches how to rise to the challenge of management changes, office procedure changes, work load changes, etc. and to build a motivated workforce through any situation. Learn the "workplace - grief" reaction to changes, the predictable patterns of the healing process and how to manage the stress of working with anxious employees.

Managing the Highly Technical Adjuster

A full day workshop (8:00am - 5:00pm) designed specifically for claims managers and supervisors who manage highly technical adjusters, coverage specialists, etc. Learn to recognize how and why these highly technical adjusters can and often do things differently than you do, and how to harness that difference for the benefit of both of you. Through problem solving exercises, scenarios and role-play, you will learn how to bring these technical adjusters into a working member of your team.

Motivating Your Claims Team

A full day workshop (8:00am - 5:00pm) designed specifically for claims supervisors and managers to help them get their adjusters to work hard and give their best which, given the pressures and strains on adjusters, is not always easy. The course focuses upon positive ideas, methods, concepts, and approaches to effectively motivate the claims team. Practical examples explain how to communicate better, set goals, and reward performance.

Preparing Effective Performance Appraisals

A full day workshop (8:00am - 5:00pm) designed specifically for the claims supervisor or manager on effective performance appraisals. Although the performance appraisal format varies from company to company, virtually all managers dread performance reviews simply because they do not know how to conduct productive, positive appraisals. This workshop teaches professional reviewing techniques that will create high morale and motivation under almost any circumstance. The most important element is learning how to plan constructive appraisals and how to follow-up for results. Regardless of the format of how you deliver the message, this course will help you to improve the performance appraisal experience.

Teaching and Coaching for Claims Supervisors and Managers

A full day workshop (8:00am - 5:00pm) specifically for claims supervisors and managers, designed to increase the results of the training they provide. Very few supervisors and managers are ever instructed on "how to train." This workshop provides background and insight to how adjusters learn best, how to measure results, how to identify a training issue, and what to do before and after training. The goal of this workshop is to improve understanding of the learning process for the supervisor or manager, and how he/she can apply this knowledge to increase the value of the training being given. This workshop is suitable for all levels of management.

Teaching Your Adjusters the 8 Characteristics of Awesome Adjusters

A full day workshop (8:00am - 5:00pm) designed specifically for claims supervisors and managers on how to train their adjusters to develop the 8 characteristics of the awesome claims adjuster. Many managers believe that it is the "luck of the draw" to have awesome adjusters. Characteristics such as attitude, initiative, desire for excellence, teamwork are often viewed as inherent in each person and cannot be taught. This is not true, and this course is specifically designed to bring out those characteristics in your adjusters. Exercises, scenarios and role plays are all utilized in this workshop to allow you to practice ways to bring out the characteristics you desire more in your adjusters.

Team Training

A full day workshop (8:00am - 5:00pm) designed to teach managers how to build commitment and loyalty with their workforce. This course emphasizes how to attain the benefits of cooperative, goal-orientated teamwork. Real-life scenarios, exercises and role-plays teach the methods that turn individuals into highly productive teams and improve results. The goal of this course is to increase the manager's ability to build teamwork through planning, motivation, organization, establishing goals, developing trust, diluting conflict and emphasizing the positive.

The New Claims Supervisor

A full day workshop (8:00am - 5:00pm) designed specifically for the new claims supervisor that helps pave the way for that very difficult adjustment, from technical expert to coach, by supplying the skills they need to demonstrate authority, delegate effectively, show leadership ability, and use problem-solving techniques. This course will help set the new claims supervisor on a course of productivity and effectiveness from the start.

Time Management for Claims Supervisors and Managers

A full day workshop (8:00am - 5:00pm) which includes real-life scenarios geared specifically toward claims supervisors and managers. Claims supervisors and managers have a unique demand upon them to be not only good managers, but also technical experts. It is almost like having two jobs. Many time management issues arise because of these demands, and are specific to the Claims Supervisor and Claims Manager. Participants are involved during the day in group discussions, role-play, team exercises and self-evaluations. The goal, as with the Time Management for the Claims Adjuster workshop, is that participants leave with some very practical methods of improving time management that they can put in place right away, as well as some methods that require further development.

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