Chapter 4 Communication Skills for loss Adjusters Flashcards
The insured describes his vacation at a sunny resort. He talks about how warm the sun felt on his shoulders, how the sand felt gritty under his feet, and how warm the breezes were. What is his dominant thought style?
a. Auditory
b. Kinesthetic
c. Visual
d. Auditory and visual
b. Kinesthetic
How do adjusters build rapport and establish communication with an insured?
a. Listen to the insured and show that they understand the insured’s concerns and feelings.
b. Be direct in their dealings.
c. Impress upon the insured the extent of their knowledge and ability.
d. Tailor their actions and reactions to what they believe would impress the insured.
a. Listen to the insured and show that they understand the insured’s concerns and feelings.
Clarifying, summarizing, and acknowledging are examples of productive responses while doing what?
a. Speaking
b. Listening
c. Concentrating
d. Judging
b. Listening
What should an adjuster do when faced with hostile questions?
a. Convey sensitivity
b. Respond in an equally aggressive manner
c. Calm the person down
d. Immediately end the discussion
a. Convey sensitivity
Rudy’s house is seriously damaged in a fire. She is very upset and emotional as she reports the loss to her broker. How would you expect the claims handler to respond to the situation?
a. Set the insured at ease by telling her she is lucky that she bought insurance.
b. Acknowledge her emotional state.
c. Waive only the policy conditions that have not been breached.
d. Provide professional answers to the legal issues of concern to Rudy.
b. Acknowledge her emotional state.
Having both good and bad news to pass along, it is best to do what?
a. Begin with the bad news
b. Only highlight the bad news and gloss over the good news
c. Only highlight the good news and gloss over the bad news
d. Begin with the good news
d. Begin with the good news
How can someone best respond to an indecisive person?
a. Clarify issues
b. Confront indirectness
c. Convey confusion
d. Be strong
a. Clarify issues
What demonstrates good telephone skills?
a. Nodding and using facial gestures
b. Asking for permission before placing someone on hold
c. Telling someone they are being placed on hold before doing it
d. Using filler words such as “mmm hmmm” and “yeah”
b. Asking for permission before placing someone on hold
Once a person’s feelings have been acknowledged, the stage has been set for an equitable resolution of what?
a. Claim
b. Interview
c. Investigation
d. Problem
d. Problem
What is an example of a clarifying question?
a. Are you satisfied with the outcome?
b. How can we resolve this?
c. Can you help me understand this?
d. Do you have any questions for me?
c. Can you help me understand this?
Name the 4 types of human behaviors Influences.
Cultural influences
Home and work environments
Education
Genetics
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 speaking;
allows personal prejudices to rule how he or she reacts;
feels anxious and loses concentration;
behaves competitively and insists on dominating a conversation or being argumentative;
refuses to accept what is being said; and
distracts the speaker by interrupting.
Effective Speaking
Reducing the effect of any noise distractions
Speaking loudly enough to be heard
Speaking clearly
Using language the other person will relate to and words he or she will easily understand
Using feedback skills to ensure understanding
Considering tone of voice
Matching body language to words
Speaking more slowly when language is a barrier
Hiring a translator when necessary
Who is the first party
Who is the second party
Who is the intermediary
Insured
Insurer
Broker or agent
What four things is human behaviour primarily conditioned by?
Cultural influences
Home and work environments
Education
Genetics
