Interpersonal skills: avoid the hammer!(CLAIMS MANAGEMENT)

Claims, April, 2005 by Van, Carl

In this eight-part series, Carl Van shares his thoughts on the characteristics of the awesome adjuster The series is to serve as a sort of road map for those interested, at least at this stage, in knowing what it takes to be among the top in their field.

I have been fortunate to have had the opportunity to discuss the topic of interpersonal skills in articles and in seminars around the country. Those discussions invariably lead to the topic of the claim hammer.

Because that has been talked about enough, I am going to shift gears and discuss what adjusters should do instead of using the hammer. For those of you who unfamiliar with the phrase, I will just describe it as the way we in claims get people to cooperate by threatening them or giving them...

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