Presented by: Liz Thompson, BS , CDMS, CRC CEO Encore Unlimited, LLC 2014

1. “Confrontation & Leadership in Claims.”Change your words…Change your approach…Change your world! Presented by: Liz Thompson, BS, CDMS, CRC CEO Encore Unlimited, LLC 2014

2. “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”

3. Outline • Leadership • The 5 laws for success • Learn a confrontation model • Learn how to identify defense mechanisms • Words to change • Results model of behavior

4. Leadership

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

6. Leadership is.... • Leadership is about knowing that the future does depend upon what you do today. • 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. • Be clear about what the message is to be. This is a learning environment and adjustments have to be made quickly.

7. 5 Laws of Success

8. The 5 Laws of Success • The Law of Value • Your worth is determined by how much you give in value than you take in payment. • The Law of Compensation • Income is determined by how many people you serve and how well you serve them. • The Law of Influence • Your influence is determined by how abundantly you place other people’s interest first.

9. The 5 Laws of Success • The Law of Authenticity • 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… • The Law of Receptivity • The key to effective giving is to stay open to receiving.

10. “Great minds discuss ideas Average minds discuss events Small minds discuss people” Eleanor Roosevelt

11. Confrontation

12. In Confrontation remember: • Motivation • Respect • Engage • No one cooperates with anyone who seems to be against them. • In the absence of a connection fear usually rules.

13. Top Reasons For Not Confronting • Fear • Lack of experience • Need more time • Need more information • Lack of understanding of information • Responsibility avoidance

14. Confrontation Model • Label the behavior • Give one recent example of the behavior • Reveal how you contribute to the problem • Develop an action plan going forward

15. Defense Mechanism

16. Defense Mechanisms Layers • Denial/lying • Minimization • Justification

17. Words to use • Built • Achieved • Trained • Taught • Wrote • Negotiated • Motivated • Unified • Maintained • Traded • Strengthened

18. Words to avoid Coordinated Liaison Administered Helped Audit Standards Compliance

19. Scenario I You 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 II A 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?

20. Words to Change

21. Change your words…. • Help me understand • “But” replace with “and” • “Should” replace with “prefer”

22. Change your words…. • List of negative things we do in claims • Mileage reimbursement • Late checks • Mantra from 1989

23. Results Model of Behavior

24. Change your approach • Understand the issue • No reaction/no argument • Pick your result • Control you • Do not confront every issue • Preparation • Understanding your decision making strategy

25. Decision Strategies • Recognize your personal decision making biases. • Involve colleagues who see the world differently from you. • Fight the temptations to solve today’s problems with yesterdays solutions…1989 • Solve problems with a win-win orientation. • Solicit information from individuals affected by the decisions.

26. Decision Strategies • Make sure you are solving the right problem. • Consider as many solutions as possible. • Realize that the best solutions may open the door to other problems. • If you are using “hard date”…verify it. • When making a decision affecting others share the reasoning behind the decision.

27. Decision Strategies • Ask lots of questions. • Learn from prior decisions. • Ask for feedback.

28. Change your world…. EVENT BEHAVIOR RESULT MAP

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