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 We’ll
start this session with and enthusiastic acknowledgement and
review of the progress that the industry and the underwriting
discipline has made over the past two years. We are still
not confident that every underwriter truly realizes the impact
that they have nor do they understand how to leverage their
value and integrity in the market place. So . . . a pep talk
is the first order of business. Next, we will profile each
participant’s personality and communication style and
discuss methods to highlight the strengths and reduce the
impact of the defects. We will analyze profiles from other
personality types and discuss their probable impressions,
needs, and adaptability. Using our analysis to set the stage
for a discussion on basic presentations skills, participants
will then review do’s and don’ts of formal presentations
as well as one-on-one communication skills such as manners,
tone, empathy, professionalism, body language, saying no,
decent boldness, etc. Sample agent interactions, from greeting
to closing, will be broken down and analyzed to determine
which skills to apply with your agents and when they are appropriate.
We will finish this segment of the session with a flare by
having each participant stand-up and declare three specifically
defined behaviors that they commit to adopting, dropping,
or modifying prior to Session Two.
For homework, participants will be required to break down five memorable interactions (both internal and external) that they have recently encountered. These vignettes will be used for impromptu roll plays during Session Two. Additionally, participants will need to be prepared to present the results of their behavior modification commitment at the beginning of the next session. Progress on these assignments will be reported and coached online using email and the coaching forum. Following this general session, we will meet with each team for approximately 1 hour to work on team communication, introduce or reinvigorate team huddles, and review the assignments.
A second session will be conducted approximately one month after Session One. During this session, we will follow-up on our communication styles workshop by conducting a participant victory report highlighting how the workshop material was used to their benefit. Experience has shown us that this exercise promotes a heightened level of self-esteem, reinforcement, and confidence among those that actively participated in the exercises and online follow-up program as well as inspiring those that remained dormant to get busy. Following the victory reports, we will revisit the mechanics of agency management planning. We will review the fundamental characteristics of the activities that support the plans, emphasize the need for segmentation of activity, creativity, spontaneity, in the moment problem resolution and consistent execution. Following this brief presentation, we will conduct a 45-minute breakout session. Each team will be presented with the following vignette:
You are the underwriting manager. You have been asked to prepare a monthly presentation
that measures the performance and progress of each underwriting team against established performance benchmarks and agency management plans. Included in your presentation, you will need to review open issues and your suggested solutions, strategies to improve team communication and performance, victories, new ideas, and information on the market.
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