Study 4: Communication Skills for Loss Adjusters - Summary

Question 1

Objectives in Claims Communication

Answer 1

• Approach people with respect, not frustration or anger, even when the other person is wrong or inconsiderate.
• Building rapport is important. People tend to like people who are similar to themselves.
• Recognizing the criteria customers use to rate service. Consumers tend to place a high value on prompt and fair claims handling.
• Improving how and when they explain the policy contract and claims process to the insured will help in increasing rapport.
• Failure to communicate effectively can affect the level of customer service—possibly hampering a successful claim outcome.

Question 2

Factors that condition human behaviour

Answer 2

• Cultural influences
• Home and work environments
• Education
• Genetics

Question 3

Cultural influences and human behaviour

Answer 3

• Cultural norms and associated factors affect how people behave, feel, react, and relate to each other. Adjusters may need to interact with different cultures.
• Some cultures place more emphasis on relationship building than facts or information. For others, the art of bargaining is part of the social fabric.
• Cultural norms affect how people interpret politeness.
• Canada is multi-cultural, various regions have different customs, holidays, languages, ways of doing business, etc.

Question 4

Home and work environments, and how they shape human behaviour

Answer 4

• Research shows that twins who are separated at birth and raised in different environments have more differences than twins who remain in the same environment.
• Adjusters may have to deal with someone who lacks respect for others because of how they were raised. Must still work toward the goal of gaining information and negotiating a fair and reasonable claim result.

Question 5

Education and how it affects human behaviour

Answer 5

Education also plays a role in how people behave. Different types of education and schooling tend to affect how a person thinks and acts (ex. professionals who have gone through special training will act differently than those who haven’t)

Question 6

Genetics and human behaviour

Answer 6

• Through their genes, people inherit certain characteristics that influence personality development (ex. shyness may be an inherited trait)
• When people communicate with habituated responses, they may not always be appropriate to the situation
• Habituated responses to stress can affect how adjusters deal with an insured or claimant

Question 7

Understanding the four main personality types

Answer 7

1. Passive emotions-based or people-oriented individuals ask for and need time to make decisions. They relate well to people and prefer one-on-one relationships.
2. More aggressive emotions-based or people-oriented individuals make decisions quickly. They prefer to be in groups.
3. Aggressive control-oriented or task-oriented individuals make decisions quickly. They tend to respond in a very controlled manner and focus on the bottom line. They tend to be intimidating and want to get things done quickly.
4. Analytical passive individuals need time to make a decision. They are task- or facts-oriented and tend to move slowly, examining each situation carefully and cautiously.

Question 8

Three dominant thought styles

Answer 8

• Visual—Visual thinkers tend to think in pictures and to absorb information best when it is presented to them in a visual form. They like to work with visual aids such as images, charts, and diagrams.
• Auditory—Auditory thinkers focus on sound and listening; they tend to absorb information best when they can hear it and talk about it. They prefer techniques like discussion, interviews, lectures, and audio recordings.
• Kinesthetic—Kinesthetic thinkers combine thinking with physical action. They think and learn best when they can move around or manipulate objects at the same time.

Question 9

Observing physical behaviour

Answer 9

• People communicate verbally and non-verbally through body language
• Posture, gestures, leaning in or out of a conversation, arm movement, expressions, etc. can all communicate different meanings
• Vocal expression generally includes voice tone, volume, pitch, how quickly they speak, etc. These can all indicate how they feel or what they are thinking.
• These days, greater emphasis is placed on written communication (email, text). However, oral communication or face-to-face meetings may be necessary to clear up misunderstandings.
• Interpreters may be needed if language is a barrier

Question 10

Body language chart

Answer 10

Question 11

Self-analysis and observation to improve communication skills

Answer 11

• To improve their communication skills, adjusters must become more aware of themselves, why they feel what they feel, and why they behave as they behave.
• Once people recognize their own self-defeating behaviour, they can choose a more positive response to break the cycle of programmed, automatic reactions.
• Example: if an insured is being demanding or aggressive, the adjuster may react by becoming angry or hurt themselves. They must break this instinct and choose a more professional response.

Question 12

Self-esteem and projection

Answer 12

• Self-esteem: how people see themselves affects how others relate to them. Low self-esteem can affect claims handling (ex. the adjuster may allow themselves to be bullied by thinking they are always wrong)
• Projection: aspects of a person that they repress tend to be projected onto others, which can affect judgement of their character

Question 13

What three things must an adjuster do to demonstrate active listening?

Answer 13

The adjuster must:

• listen to what is being said and show that he or she is doing so;
• interpret how the message is being conveyed, including processing non-verbal cues; and
• ask for clarification and confirm that the adjuster has understood correctly.

Question 14

Showing That the Adjuster Is Listening

Answer 14

• Active listening requires that adjusters provide feedback to show they are listening and to encourage rapport.
• To show someone that he or she is listening, the adjuster can use simple vocal responses like “mm-hmm,” “uh-huh,” “oh,” “how’s that,” and “I see.”

Question 15

Asking questions to demonstrate listening achieves the following

Answer 15

• shows interest;
• clarifies the problem;
• helps to define the facts; and
• helps lead others to a solution.

Question 16

Productive responses while listening

Answer 16

• Encourage—Can you tell me more?
• Clarify—Can you help me understand this?
• Summarize—You are saying that …
• Acknowledge—I can see that you seem to be angry.
• Solicit—How can we resolve this?
• Validate—I can appreciate why you feel this way.
• Praise—Thank you for cooperating.

Question 17

Processing Non-verbal Cues

Answer 17

• The active listener tries to really hear what is being said—including unspoken messages. By noticing subtle clues and cues, the adjuster can sense the emotions and feelings experienced by others.
• If a person becomes antagonistic, for example, this might be a sign of feeling misunderstood.

Question 18

Clarifying and Confirming

Answer 18

• Listening requires a higher cognitive function, where information that is heard is actually processed appropriately and clearly understood
• The adjuster can confirm understanding by letting the other person know how the adjuster perceives that person to be feeling.
• Making assumptions about what was heard can cause misunderstanding—the adjuster may need to ask questions to clarify factual content.

Question 19

What can the adjuster do to create the right environment to allow people to explain their version of a story

Answer 19

• Asking clarifying questions, questions that allow the person to continue, and questions to change the direction of the conversation in order to refocus on the goals.
• By actively listening, the adjuster can keep a conversation from drifting off on a tangent.
• The adjuster can control his or her own reactions to events, comments, and remarks.
• The adjuster can read between the lines, paying attention to vocal expression, body language, and other non-verbal responses.
• The adjuster can stop, ask questions, ask for feedback, and simply be more aware.

Question 20

Barriers to listening

Answer 20

It is difficult for the adjuster to be an effective listener when they

• engage in habituated responses;
• daydream about other tasks that must be attended to;
• work out a reply before the other person has finished speaking;
• allow personal prejudices to rule how they react;
• feel anxious and lose concentration;
• behave competitively and insist on dominating a conversation or being argumentative;
• refuse to accept what is being said; and
• distract the speaker by interrupting.

Question 21

Responding to Feelings and Emotions

Answer 21

• Regardless of how the claims handler feels about a loss, it may be devastating to an insured. A careless dismissal of feelings can create barriers.
• Example: telling someone who feels sad following a loss that they are wrong to feel that way
• Supportive, sympathetic listening lets people know that they are understood and their feelings are respected. In written communication, the wording must be empathetic.

Question 22

Effective speaking and how to improve oral communication

Answer 22

• 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

Question 23

Language use

Answer 23

• Different primary languages, regional accents or words, and the use of specialized words or jargon within an industry can make it difficult for people to understand or relate to each other.
• By using clear language and avoiding jargon when discussing the policy and claims process, an adjuster is more likely to be understood.

Question 24

Limitations of Memory

Answer 24

• Memory may not always be reliable. People lose access to information over time.
• What people remember one day after an event is only a small fraction of what they remembered at the time of the event. What they remember after three days is a fraction of their one-day recollection; after six days, a fraction of that fraction.
• When an event creates a strong mental image, however, memory tends to deteriorate at a slower rate.
• When people lose access to information, they may unintentionally fill in the gaps with imagined info.
• In a claims situation, people may exaggerate the number or value of items stolen. They may have trouble remembering key facts after they happen.

Question 25

Defence mechanisms when people suffer painful or strong emotions associated with an event

Answer 25

• Blocking out painful thoughts by repressing the memory of the event that caused the pain
• Refusing to acknowledge events that caused them painful emotions
• Projecting their repressed feelings onto others
• Identifying with someone else’s feelings and accepting them as their own
• Displacing aggression by directing anger at an undeserving victim

Question 26

Delivering bad news and the potential for conflict

Answer 26

• Important to manage expectations and convey empathy and sympathy
• When both good and bad news need to be conveyed, the adjuster should begin with the good news. A person hearing bad news may be so affected by it that the stress reaction takes over and causes the balance of the message to be lost.
• Words should be chosen carefully. Go to the bad news directly (ex. “The policy does not cover damage caused by rising water.”) Provide a clear explanation and reasoning.
• Say things in a positive way (ex. “The adjuster can be here next week” instead of “The adjuster can’t be here before next week.”)
• If a mistake is made, apologize for it immediately

Question 27

Dealing with people under stress and the potential for conflict

Answer 27

• The adjuster must resist the impulse to label a claimant in crisis as an irate customer; that will only hinder rapport.
• Attitude and manner of thinking affect how people perceive others and how others will perceive them.
• In a difficult situation, the objective is to calm the claimant.
• When an insured is angry and speaking in a loud voice, the adjuster can start to defuse the anger by speaking more quietly and slowly.

Question 28

Emotional expressions and responses (i.e. how a claimant acts and what the best response should be)

Answer 28

1. Directness, confidence → Displaying strength
2. Indirect attacks → Confronting indirectness
3. Aggressive outbursts → Taking a break
4. Complaints and blame from insecurity → Forming problem-solving alliance
5. Silent, unassertive person → Allowing time
6. Ready agreement → Emphasizing follow-through
7. Seeming knowledgeable, quick to act → Referring to facts
8. Behaving indecisively → Clarifying issues

Question 29

Communication tools & telephone skills

Answer 29

• People skills are even more critical on the telephone than when facing someone in person (no body language to rely on)
• Telephone communication is significantly influenced by vocal expression and tone
• Loss of visual feedback can make telephone communication difficult

Question 30

Ways to make the telephone experience more pleasant

Answer 30

• Greet people in a pleasant manner, speak clearly, avoid abrupt phrases, be polite, and avoid rushing people.
• Try to avoid conversational “fillers” such as “mmm hmmm” or “yeah.” Use “yes” or “no.”
• Do not eat, drink, or chew gum while on a call. (Sounds of slurping, chewing, or clicking are unprofessional.)

Question 31

Communication tools & clear writing

Answer 31

• Writing in any format must always be professional, use proper grammar and punctuation, and avoid acronyms and informal signoffs.
• Adjusters should know the audience and choose appropriate language. It is not appropriate to use jargon when explaining a policy feature to an insured. When technical terms must be used, they should be explained.
• Should be a proper balance between brevity and a detailed explanation.