Chapter 4 Flashcards
Explain what is communication
-The sending and receiving of information and can be one on one or between groups
-Can be face to face or through communication devices
-Requires a sender, the person who initiates communication, to transfer their thoughts or encode a message
-involves sending or recovering messages through the verbal and nonverbal methods
What are the objectives in claims communications?
Effective communication is vital to loss adjusting
Build rapport
Improve service
What factors are involved in human behaviour?
Cultural influences
Home and work environments
Education
Genetics
Explain cultural influences
Derived from the religious and ethnic values of society-norms and values of societies
Affect: behaviours, feelings, reactions, relating to others
Cultural norms affects how people interpret politeness
Explain home and work environment
-separating siblings: Different environments, influences behaviours
-Triggers: past images, sounds, feelings=automatic response
-A loss adjuster might have to deal with someone who lacks respect for others because that person was raised under less ideal conditions
Explain education (in regards to human behaviour)
Tend to affect how a person thinks and acts
Explain genetics
Through their genetics, people inherit certain characteristics that influences personality developments
A claims adjuster needs to remain impartial, neutral, and objective
What are the four main personality types?
Passive emotions-based or people-orientated
More aggressive emotions-based or people-oriented individuals
Aggressive control-orientated or task-orientated individuals
Analytical passive individuals
What are the 3 thought styles?
Visual-think in pictures/visuals
Auditory-focus on sound/listening
Kinaesthetic-combine thinking with physical action
Explain observing physical (non-verbal) behaviour
Body language- facial/vocal expression, posture, gestures
Explain mirroring (in regards to physical behaviour)
Reverse-physiology, positions, tonality builds rapport
What are 5 characteristics of emotional intelligence in leaders?
Self awareness
Self regulation
Motivation
Empathy
Social skills
Explain what active listening includes
What people are saying
What they are not saying
How they are saying it
What are ways to show active listening?
Acknowledge: through action, what is said
Provide feedback: body language (nod), vocal (I see, oh, uh huh)
Ask questions: show interest, clarify problem, define fact, lead to solution
Timing: don’t interrupt
What are some barriers to listening?
Engages in habituated responses
Daydreams about other tasks that must be attended to
Works out a reply before the other person has finished
Allows personal prejudices to rule how he or she reacts
Feels anxious and loses concentration
Behaves competitively and insisted on dominating
Refuses to accept what is being said
Distracts the speaker by interrupting
What are the emotional expressions and responses?
Directness, confidence-displaying strength
Indirect attacks- confronting indirectness
Aggressive outbursts-taking a break
Complaints and blame from insecurity-forming problem solving alliances
Silent, unassertive person- allowing time
Ready agreement- emphasizing follow through
Seeming knowledgeable, quick to act- referring to facts
Behaving indecisively- clarifying issues
What are some telephone skills during a call?
Be pleasant-smile
Avoid fillers
Don’t eat, drink, chew gum
Limit background noise
Let person know reason for call
Manage time
Put on hold: ask permission first
Tough call: short break
