insurance ethics in the funeral industry - homesteaders life

1

Ethics in Business Relationships

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2

The Costs of Poor Relationships

High stress

Lack of loyalty

Negative feelings

Vulnerability to competition

Reduced business volume


3

Expectations

Some people tend to create high expectations

in their clients’ minds

Difficult or impossible to meet

Setting up potential conflict in future

Be careful of the expectations you create

Blend your expectations with reality

4

Commitments

Making commitments over which you

have no control eventually erodes trust

5

Trust

In the establishment of a new

relationship, trust is critical


6

Integrity

Integrity finds its way into relationship-

building in several ways

Product or service representation

Product performance

Advertising

When in doubt, stick to the truth…no matter

how difficult that might be


7

Evaluating the

Ethical Relationship

To improve the relationship, you must first

identify the trouble spots

Communication?

Inconsistent follow-through?

Unrealistic expectations?


8

Relationship Warning Signs

Guarded communication

Increased stress

Nervous tension

Blame, criticism, sarcasm


9

Positive Ways to Handle Conflict

Pick your battles

Focus on the important things; let the rest go

Assume that people have positive intentions

Most people don’t do things out of spite

Choose the right time and place

Bring up issues in private

Avoid confronting someone when you’re angry

Resolve to stay calm


10

Client Expectations

Fair price

Responsiveness to requests and problems

Friendly, comfortable, interpersonal climate

Empathy

Someone who listens


11

Ingredients of Good Communication

Clarity and simplicity

Honesty

Ability to separate people from issues

Nonjudgmental attitude

Congruent body language

Reading nonverbal communications


12

Technology and

Ethical Relationships

Technology will never replace the need for…

Empathy

Eye contact

The creativity and problem-solving skills

of the human mind


13

Value

You raise perceived value NOT by

emphasizing the product’s features

You raise perceived value by emphasizing

the benefits that the product offers the client

Technology tends to focus on features; the

consultant needs to relate these to benefits


14

Nonverbal Communication…

Discovering What People Really Feel

Words7%

Tone &

Inflection

38%

Face &

Gestures

55%

insurance ethics in the funeral industry - homesteaders life

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