IIBC De-escalating Emotionally Heightened People Workshop

Time: 8:45am – 12:00pm

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.

Seminar Objectives

• 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

Facilitator
Rena Novotny
Claims Manager, Square One Insurance Services Inc.

Number of Continuing Education Credits : 3 Technical applicable for Adjusters 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, 2018 

Fees: The price for this seminar includes coffee service, light 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 Hon in advance at whon@insuranceinstitute.ca .

Questions?
Winnie Hon , Seminars & Events Coordinator
E: whon@insuranceinstitute.ca  |  T: 604-681-5491 x.21