De-escalating Emotionally Heightened People Workshop
Insurance Institute of BC, #1110 - 800 W. Pender St, Vancouver, BC, V6C 2V6
Date and Time: November 28, 2018 8:45am - 12:00pm PST
CLASSROOM | BUILDING | INTERPERSONAL SKILLS
Life seems busier and more stressful, resulting in more frequent situations where people are displaying emotionally heightened behaviours. Whether it's a client upset over an increase in premium or an insured pushing back against a claim settlement, it's not unusual for these interactions to escalate into disrespectful tirades. The end result tends to leave the recipient stunned and second guessing themselves. The goal of this workshop is to provide you with the tools to help you understand anger, to reduce these difficult interactions and ensure when they do occur, you have techniques to minimize the impact.
Describe the neuroscience (brain and behavior) behind heightened emotions
Identify the 5 key ideas about human interaction that provide insight to why people behave and respond as they do
Learn the tools needed to de-escalate and calm a situation that is fast becoming contentious
Apply empathic listening, reframing and reflective skills
Claims Manager, Square One Insurance Services Inc.
Rena started her career as a telephone adjuster at Commercial Union Assurance in 1981. She has 23 years of experience as an independent adjuster specializing in complex and high conflict claims. In March 2016, Rena joined Square One Insurance Services as Claims Manager. Not long into her claims career, Rena began to question how one might make the customer claims experience more positive, which led her to the Justice Institute of BC where she completed certifications in critical incident stress management, third party intervention and mediation, and coaching. The learning at the JIBC piqued further interest in the field of conflict transformation. In 2012, Rena embarked on a master's program in conflict analysis and management, supplemented with additional research and learning in neuro-science and trauma-psychology. She is focussed on developing frameworks and models that improve the claims experience for both the consumer and claims professional alike.
Number of Continuing Education
Credits: 3 Technical applicable forAdjusters and Level 3 Agent
Please be aware
that tardy arrival or early departure to/from the seminar will preclude IIBC
from issuing a CE certificate for this seminar.
Registration Deadline: Monday, November 26
The price for this seminar includes coffee service, light breakfast snacks and GST.
Non-Members - IIBC Membership Fee of $80 (expiring May 31, 2019) is applicable.
Please register manually.
$105 per attendee for corporate
groups of 6 or more (membership is additional for
register with a corporate rate, please contact Winnie
in advance at email@example.com .
Registration: Please download and complete
our Manual Registration Form
and return it via email to Winnie at firstname.lastname@example.org
Cancellation Policy: No
Refunds. Participant substitutions
accepted 48 hours prior to seminar (substitute must be current member). IIBC
reserves the right to cancel the seminar due to unforeseen circumstances. Should
this occur, registration fees will be refunded.
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