“Confrontation & Leadership in Claims.” Change your words… Change your approach… Change your world!

“Confrontation & Leadership in Claims.”Change your words…

Change your approach…Change your world!

Presented by: Liz Thompson, BS, CDMS, CRCCEO Encore Unlimited, LLC

2014

“The best thing you can do is the right thing, the next best thing is the wrong thing, the worst thing you can do is nothing”

o Leadershipo The 5 laws for successo Learn a confrontation modelo Learn how to identify defense mechanismso Words to changeo Results model of behavior

Outline

Leadership

o It is the intangible quality to influence…..is all about having a vision, setting a direction communicating that vision to the team, it involves social influence/you are in a position of influence to help the team execute…it is the way you behave and interpret others behavior… it is how you conduct yourself…it’s the energy you bring that surrounds the vision.

o It is as simple as setting the goals for your team…”I want you all to walk out with…an ability to apply the concepts taught to your work”.

o “If you are out walking and nobody is following…you are just out for a walk” What is your mantra?

o You don’t lead by pointing and telling people some place to go…you lead by going to that place and making a case…leadership involves the acknowledgement that you have to be able to sell.

Leadership is….

o Leadership is about knowing that the future does depend upon what you do today.

o Now is the time to become a game changer…the only thing you control is you…no one else…it doesn’t matter what others do…it only matters what you do…you define you.

o Be clear about what the message is to be. This is a learning environment and adjustments have to be made quickly.

Leadership is....

5 Laws of Success

o The Law of Valueo Your worth is determined by how much you give in

value than you take in payment.o The Law of CompensationoIncome is determined by how many people you serve and how well you serve them.

o The Law of InfluenceoYour influence is determined by how abundantly you place other people’s interest first.

The 5 Laws of Success

o The Law of Authenticityo The most valuable gift you have to offer is

yourself…no one is asking you to be something you are not…just the best version of what you are…

o The Law of ReceptivityoThe key to effective giving is to stay open to

receiving.

The 5 Laws of Success

“Great minds discuss ideasAverage minds discuss eventsSmall minds discuss people”

Eleanor Roosevelt

Confrontation

o Motivation

o Respect

o Engage

o No one cooperates with anyone who seems to be against them.

o In the absence of a connection fear usually rules.

In Confrontation remember:

o Fearo Lack of experienceo Need more timeo Need more informationo Lack of understanding of informationo Responsibility avoidance

Top Reasons For Not Confronting

o Label the behavioro Give one recent example of the behavioro Reveal how you contribute to the problemo Develop an action plan going forward

Confrontation Model

Defense Mechanism

o Denial/lying

o Minimization

o Justification

Defense Mechanisms Layers

Built Achieved Trained Taught Wrote Negotiated Motivated Unified Maintained Traded Strengthened

Words to use

Coordinated Liaison Administered Helped Audit Standards Compliance

Words to avoid

Scenario IYou have asked a claimant several questions about previous injuries and he/she always denies any. Your investigation reveals a previous back injury. How would you confront?Scenario IIA co-worker was covering your desk. While you were out and several important calls were not returned now the customers are yelling at you… How do you confront your co-worker?

Words to Change

o Help me understand

o “But” replace with “and”

o “Should” replace with “prefer”

Change your words….

Negative Terms Positive Terms

Audit

Compliance

Standards

Change your words….

List of negative things we do in claimso Mileage reimbursemento Late checkso Mantra from 1989

Results Model of Behavior

o Understand the issueo No reaction/no argumento Pick your resulto Control youo Do not confront every issueo Preparationo Understanding your decision making

strategy

Change your approach

o Recognize your personal decision making biases.

o Involve colleagues who see the world differently from you.

o Fight the temptations to solve today’s problems with yesterdays solutions…1989

o Solve problems with a win-win orientation.o Solicit information from individuals affected

by the decisions.

Decision Strategies

o Make sure you are solving the right problem.o Consider as many solutions as possible.o Realize that the best solutions may open the

door to other problems.o If you are using “hard date”…verify it.o When making a decision affecting others

share the reasoning behind the decision.

Decision Strategies

o Ask lots of questions.

o Learn from prior decisions.

o Ask for feedback.

Decision Strategies

EVENT

MAP RESULT

BEHAVIOR

Change your world….

Competence gets us into a game that a relationship will win….