De-escalating Emotionally Heightened People Workshop


Insurance Institute of BC, #1110 - 800 W. Pender St, Vancouver, BC, V6C 2V6 [Carte]
Date and Time: novembre 28, 2018 8:45am - 12:00pm PST


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

    Rena Novotny
    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 Licensees only
    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 

    Fees: The price for this seminar includes coffee service, light breakfast snacks and GST.
    $125 IIBC Members
    +$80 Non-Members - IIBC Membership Fee of $80 (expiring May 31, 2019) is applicable. Please register manually.

    Corporate Rate: $105 per attendee for corporate groups of 6 or more (membership is additional for non-members). To register with a corporate rate, please contact Winnie  in advance at .

    Manual Registration: Please download and complete our Manual Registration Form [pdf]   and return it via email to Winnie at

    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.