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WEST OF ENGLAND

2008

PROGRAMME

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Technical Insurance Level Date Cost per

delegate Page No.

Business Interruption Insurance Intermediate 27-Mar-08 £120.00 4 Claims Introduction 22-Apr-08 £120.00 8 Commercial Insurance Introduction 27-May-08 £120.00 10 Commercial Property Insurance Introduction 23-Jan-08 £120.00 11 Contract Works Insurance Intermediate 27-Nov-08 £120.00 12/13 Contractors Liability Insurance Intermediate 10-Jul-08 £120.00 14/15

Introduction 10-Apr-08 £120.00 16 Directors & Officers Liability Insurance Intermediate 27-Aug-08 £120.00 17

Environmental Insurance Risks Intermediate 13-May-08 £130.00 18 Introduction to Insurance Introduction 15-Sep-08 £120.00 22

Introduction 26-Mar-08 £120.00 24 Intermediate 26-Jun-08 £120.00 25

Liability Insurance

Advanced 07-Oct-08 £130.00 26 Introduction 29-Apr-08 £120.00 27 Marine Cargo and Goods in Transit

Insurance Intermediate 08-Jul-08 £120.00 28 Professional Indemnity Insurance Intermediate 24-Jun-08 £120.00 30 CII Examination Revision Days Date Cost per

delegate Page No.

CII Certificate in Insurance (Cert CII) Revision Day (IF1) 07-Apr-08 £120.00 5/6 CII Diploma in Insurance (Dip CII) Revision Day (PO1) 03-Oct-08 £120.00 7 Business Skills and Personal Development Date Cost per

delegate Page No.

Awkward or Angry Customers 14-Mar-08 £120.00 3 Influencing Skills 10-Oct-08 £120.00 19 Interviewing Skills 04-Mar-08 £120.00 20/21 Self Management & Personal Effectiveness 19-Feb-08 £120.00 33/34 Time Management 09-May-08 £120.00 35 Management Skills and Development Date Cost per

delegate Page No.

Coaching Skills 05-Sep-08 £120.00 9 Introduction to Management 21-Nov-08 £120.00 23 Performance Management 31-Jan-08 £120.00 29 Sales and Marketing Skills Date Cost per

delegate Page No.

Sales & Relationship Management Skills 09-Jun-08 £120.00 31/32

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Awkward or Angry Customers Introduction This one day interactive workshop looks at how to handle awkward or angry customers and also considers how delegates can improve their ability to influence people in a range of situations, including dealing with customers. Most customers don’t set out to be awkward or angry - they become so due to other events. However, once they are angry or awkward, they need to be looked after in the most effective and positive manner. Occasionally, customers will use a minor problem with a purchase as an outlet for frustrations caused elsewhere. Such customers present a challenge to staff who have to defuse the situation. Time spent dealing with these situations is a cost to the firm. Even where the firm is to blame, taking the emotion out of the situation will speed the resolution of the complaint. This workshop will demonstrate the emotions behind these calls and how to communicate effectively to help control the situation and achieve a win/win solution. These techniques will reduce work-place stress on employees who might otherwise be subject to tension and, ultimately, illness. We all influence those around us, sometimes consciously, mostly sub-consciously. Nevertheless, we can be responsible for changing the way others think. This can be a positive force, or it can be counter-productive without us even knowing it. We need to know how people are influenced if we want to control the outcome. Where we have direct responsibility for something, we can often make our decision and expect it to be implemented. Influencing the opinion of those over whom we have control tends to make the decision more positively received and implemented more enthusiastically. Where we do not have direct responsibility or no responsibility at all, we have to find other ways of making our views heard. This is where influencing skills are even more valuable. Increasingly we work in teams and need to reach joint decisions, or in positions were we do not have direct authority to affect an outcome but have a clear need to influence the end result. The workshop will allow delegates to adapt their personal styles to cope with differing circumstances and be more influential in a wider range of situations. Delegates to this workshop will have a decided advantage in affecting the outcomes of decision making processes. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• detail what a complaint is and why people complain • deal with misunderstandings, scepticism and drawbacks

• review behavioural styles and understand how conflict may arise

• learn how their attitude effects their response • develop effective communication techniques and deal with awkward customers

• identify a range of differing influencing styles • identify their own influencing styles through self assessment

• recognise the appropriate influencing style to use in differing situations • develop and enhance their influencing skills

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Business Interruption Insurance - Intermediate Introduction This one day interactive workshop explores in more detail some of the complexities of the subject and provides delegates with the wider knowledge required to more effectively handle this class of business. The workshop is suitable for anyone who has been handling Business Interruption insurance as a separate class of business for a minimum of two years. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• explain how to overcome the problems of handling this class of business • state in detail how a gross profit figure is arrived at from a set of accounts

• explain in detail the workings of the standard gross profit, revenue and fees policy covers and

definitions and explain how they work in practice to enable delegates to select the most appropriate cover for their clients

• provide a detailed explanation of the difference between Declaration Linked and traditional (sum

insured) methods of arriving at a gross profit figure and recognise the advantages and disadvantages of both

• explain in detail the main features of a business that will affect the setting of an appropriate Maximum

Indemnity Period

• detail how a simple claim is settled and the role of the loss adjuster

• recognise the main features of a risk that will influence an underwriter in their assessment of acceptability and rating

• detail what cover is available for damage occurring away from the client’s premises and identify the

main extensions available Workshop Content

• Typical Customer Attitudes shown to Business Interruption Insurance and the Role of the Broker in Overcoming Problems Arising from these

• A Comprehensive Review of Gross Profit Cover, including the other main covers (Revenue, Fees,

Increased Cost of Working, Additional Increased Cost of Working)

• Setting an Estimate or Sum Insured from a Set of Accounts and projecting this using both Declaration Linked and Traditional Methods

• Features that have a Bearing on the Setting of the Maximum Indemnity Period and how these can

Affect the Underwriter’s Assessment of EML

• The Principles of Claims Handling and the Role of the Loss Adjuster in BI Claims

• Risk Assessment and Rating Influenced by the Information Obtained from the Client

• Business Interruption Extensions Commonly Requested

• Quiz

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CII Certificate in Insurance (Cert CII) IF1 Introduction The Certificate in Insurance provides a solid grounding in basic insurance principles, key disciplines and general (non-life) insurance products. It is a modular qualification and to achieve it, delegates are required to accumulate 40 credits with IF1 - Insurance, Legal and Regulatory being mandatory. The remaining credits may come from any combination of other units. The CII states the Certificate to be designed for:

• employees who have no formal insurance qualifications • anyone working in specific technical claims handling or underwriting roles within a call or service

centre environment

• insurance staff in support functions such as human resources, marketing, IT and finance, wishing to develop an understanding of the industry in which they work

• staff working for an organisation whose primary business is not insurance, but which offers insurance

advice and products as part of its overall service to customers

• providers of services to insurers or insurance intermediaries

• staff needing evidence of achievement for the technical certificate requirement within foundation and advanced modern apprenticeships for insurance

Membership requirements, exemptions, accreditation of prior learning, purchase of course material, examination entry process are matters that must be addressed with the CII prior to completing any examinations. Workshop Objectives The Certificate has been designed to assist compliance with regulatory training and competence requirements – this one day workshop will cover the content of the core subject (IF1) and prepare delegates for their examination. Delegates who successfully complete this workshop will be able to demonstrate a broad understanding of insurance legal and regulatory principles. This workshop is suitable for those within insurance companies, brokers and related organisations, whether they are directly involved in insurance practice or employed in support functions such as human resources, marketing, IT and finance. Workshop Content IF1 Insurance, Legal and Regulatory Element 1 – Risk, Insurance, the Insurance Profession and the Insurance Market

• The Nature of Risk • How Insurance Operates • The Insurance Profession and the Insurance Market

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CII Certificate in Insurance (Cert CII) IF1 (continued) Workshop Content (continued) Element 2 – Legal Principles

• Contract and Agency • Insurable Interest • Utmost Good Faith • Proximate Cause • Indemnity, Contribution and Subrogation

Element 3 – Regulation

• Compulsory Insurance • Regulation • Organisations

Quiz Test style questions but in teams and/or a written quiz

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CII Diploma in Insurance (Dip CII) – PO1 Introduction The Diploma in Insurance is a technical and supervisory qualification providing a foundation in the essentials of insurance. It is a modular qualification and to achieve it delegates must pass Module PO1 (Insurance practice and regulation). The Diploma has been designed to assist compliance with regulatory training and competence requirements. This one day workshop is suitable for those seeking an objective measurement of technical awareness and understanding. It would be of particular interest to those intending to take the examinations. The CII states the Diploma to be designed for:

• insurance technicians and those who aspire to be technicians

• supervisors, team leaders and those with long-term ambitions of assuming managerial responsibilities

• anyone wishing to hold a recognised, respected insurance qualification

• insurance staff in support functions wishing to develop their knowledge of the business

• those wanting to develop their knowledge and understanding as part of a progression towards completion of the Advanced Diploma in Insurance qualification. Membership requirements, exemptions, accreditation of prior learning, purchase of course material, examination entry process are matters that must be addressed with the CII prior to completing any examinations. Workshop Objectives The workshop will cover the content of the PO1 core subject and prepare delegates for their examination. Workshop Content

• Insurance Coverage • The General Structure of the Insurance Market • Arranging Insurance • Underwriting Insurance • Risk Sharing and Spreading • Features of Claims Procedures • Legal and Regulatory Considerations • Consumer Protection

Quiz Test style questions but in teams and/or a written quiz

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Claims - Introduction Introduction This one day interactive workshop. It can be used as the next stage in a development programme or it can stand alone as an introduction to claims handling practices for those who already have a basic grasp of insurance principles. The workshop will provide an excellent opportunity for delegates to develop their understanding of the part claims handling plays in the insurance process. It will also outline the range of options available to claims handlers. Delegates will be helped in their development, irrespective of the type of claims they go on to handle. This will be a good grounding to which specific policy details can be applied. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• outline the methods used by insurers when investigating claims • define the various parties involved in the claims process

• list the settlement options available to insurers

• explain the part played by repairers and suppliers in the claims process

• outline the litigation processes involved in claims handling

• explain the importance of managing customer expectations and the approaches available

Workshop Content

• Different Types of Claim, including Property and Liability

• The Importance and Methods of Managing Customer Expectations

• The Methods used to Investigate Claims and the Various Parties Involved

• The Importance of Reserving

• The Settlement Options Available to Insurers

• The Roles Played by Repairers and Suppliers in the Claims Process

• Implementing Decisions Effectively in Handling Claims

• The Roles of the Financial Ombudsman Service and Financial Services Authority in Claims Handling

• An Overview of the Litigation Processes involved in Claims Handling

• Quiz

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Coaching Skills Introduction Coaching in the workplace can be a most rewarding and effective development technique, both for the coach and the coached. Coaching involves real development over a period of time, based on proven techniques, which not only passes on knowledge but also encourages and builds trust and confidence. Using the techniques learned and practised during this workshop, employers, managers and supervisors will be able to use coaching in the everyday management of staff to enhance both personal and team performance. Coaching can reinforce learning from performing a role, or from formal training programmes. It reinforces the benefits of learning by encouraging personal development amongst individuals. Through coaching staff should be more motivated as they feel valued and helped to achieve their potential. As coaches are often part of the same team the values of the firm are reinforced and the development has continuity and relevance. The rewards from effective coaching go far beyond this though, because enhanced personal performance feeds straight through to company performance, and that means bottom line profit. Coaching is not just for employers who want to be seen as caring, it is for those who want to help staff perform better and contribute more to the success of the firm. This one day participative workshop is aimed at anyone who has direct responsibility for the development of others and wants to have first hand involvement. This is for those wishing to maximise the results of the time spent with colleagues.

Workshop Objectives Delegates who successfully complete this workshop will be able to:

• outline the role of a coach and its importance • plan and implement successful coaching sessions, using a range of techniques

• recognise and apply the skills required to be a successful coach

Workshop Content

• Introduction to Coaching • The Role of a Coach • The Skills for Successful Coaching • The Coaching Session • Coaching Behaviours • Techniques and Feedback • Role Play to Explore Challenging Situations • Action Plan

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Commercial Insurance - Introduction Introduction This workshop is designed for people who are new to commercial insurance or those who have dealt with commercial insurance for a year or two and are seeking to refresh their knowledge. It is a one day workshop which uses exercises and case studies and is interactive and participative. The workshop assumes that the delegates are familiar with the general principles of insurance (Utmost Good Faith, Indemnity, Proximate Cause, Insurable Interest etc.) and typical insurance policy structures. This workshop provides an overview of commercial insurance risks, preparing the delegate for more detailed courses covering the individual classes of insurance e.g. Property damage, Business Interruption etc. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• list the insurances required by companies to comply with statutory requirements and explain how compulsory and voluntary regulation may require particular types of organisation to effect insurance

• list the main insurable property damage and business interruption perils and describe how their

affects on organisations might vary

• list the main forms of liability insurance and describe which types of organisation might require the different types available

• outline the main cover, conditions and exclusions of typical Commercial Insurance policies covering

property damage, business interruption and/or liability risks

• outline the typical cover available in respect of loss of money and goods in transit

• outline the information required to obtain commercial insurance quotes and detail the basis of rating for typical property damage, business interruption and liability risks

Workshop Contents

• Legislation and/or Regulation Requiring Compulsory Insurance. • The Major Covers:

• Property Damage • Business Interruption • Money • Liability • Goods in Transit

• Typical Commercial Insurance Policy Conditions and Exclusions • Underwriting - the Information Required and the Basis of Rating

• Quiz

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Commercial Property Insurance - Introduction Introduction This one day participative workshop provides an excellent introduction to the principles and practices involved in Commercial Property Insurance. It explores the aspects which need to be understood by those involved in providing basic technical or administrative services. The workshop can also be used as a good grounding for trainees or those who have potential to develop in their careers into more technically demanding work in the future. The principles covered are those which apply as a basis for all Commercial Property Insurance. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• demonstrate an understanding of the subject matter of Commercial Property insurance and the needs of customers who buy it

• demonstrate an awareness of policy structure and the levels of cover which may be available

• recognise the main features of a risk that would influence an underwriter in their assessment

• demonstrate an awareness of the principles and specific handling procedures specific to Commercial

Property claims

Workshop Content

• Reasons why Customers buy Commercial Property Insurance • The Different Cover Levels Available

• Study of a Typical Policy Structure as an Overview

• An Outline of Policy Cover and the Main Exclusions and Restrictions

• The Principles of Underwriting and Pricing and the Differences between the Two

• The Factors involved in the Assessment of Commercial Property Insurance Risks

• The Principles of Claims Handling for Commercial Property Insurance

• Typical Methods of Investigation used in Commercial Property Insurance Claims Handling

• Quiz

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Contract Works Insurance - Intermediate Introduction This one day fully interactive workshop provides training for those who already have some practical experience of handling or placing Contract Works Insurance, but who are looking to add to this knowledge. It provides a structured overview of the subject which will act as either a learning opportunity for those less experienced or a refresher for the more experienced. The workshop will not be suitable for those who are new to the subject or who do not have a good grounding already Workshop Objectives Delegates who successfully complete this workshop will be able to:

• show an understanding of the subject matter of Contract Works Insurance and the various ways insurers provide the cover

• demonstrate an understanding of the content of the insurance clauses within the JCT contract and

an understanding of the difference between contractual obligations and insurance requirements

• demonstrate an awareness of why non-negligence liability (Clause 21.2.1) cover may be required and how Insurers meet this need

• demonstrate an understanding of the standard structure, and content of Contract Works Insurance

policies and the optional extras usually available

• show an understanding of the underwriting process and the information insurers require to assess and price risks

Workshop Content

• Subject Matter

• Need for Separate Insurance • Risks/Property Insured • Ways Cover can be Arranged • Parties and Terminology

• Contract Conditions

• Parties Involved – Employers, Contractors, Sub-Contractors etc.

• JCT Standard Form of Contract

• Contractual Obligation and Insurance Clauses • Requirements for Contract Works, Liability, Plant • Clause 21.2.1 Non-Negligence Cover – what it is, why is extra cover required,

insurance solutions

• Consideration of Other Contracts and How they Differ • JCT Intermediate Form of Contract • The various JCT Sub – Contract Forms • ICE • I Mech E

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Contract Works Insurance – Intermediate (continued) Workshop Content (continued)

• Contract Works Policy Cover

• Alternative Policy Structures • Usual Cover, including Exclusions and Extensions • Commonly Found Alternatives • Maintenance Covers • Defects Exclusions

• Placing and Rating Risks

• Key Insurer Information Requirements • Good Risks and Bad Risks • What Sells Cases to Underwriters • How Insurers Underwrite Risks • Contract Works Pricing Methods

• Quiz

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Contractors Liability Insurance - Intermediate Introduction This one day interactive workshop provides training for those who already have some practical experience of handling or placing Contract Works Insurance, but who are looking to add to this knowledge. It provides a structured overview of the subject which will act as either a learning opportunity for those less experienced or a refresher for the more experienced. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• demonstrate an understanding of the subject matter of Contractors Insurance and the various ways Insurers provide the cover

• demonstrate an understanding of the content of the insurance clauses within the JCT contract

relating to Liability risks and an understanding of the difference between contractual obligations and insurance requirements

• show an awareness of why non-negligence liability (Clause 21.2.1) cover may be required and how

Insurers meet this need

• describe the standard structure, and content of Contractors Liability Insurance policies including standard extensions and exclusions

• describe the underwriting process and the information insurers require to assess and price risks

Workshop Content

• Consideration of the Legal Environment for Contractors

• Common Law/Tort • Statutory, including Update on Key Legislation • Contract

• Insurance Content (Works and Liability) of Commonly Encountered Contract Forms

• JCT Standard Form • JCT Intermediate Form of Contract • The various JCT Sub – Contract Forms • ICE • I Mech E

• Clause 21.2.1 Non Negligence Cover

• What it Requires • Why Needed? • Insurance Solutions

• Usual Liability Policy Wordings for Contractors

• Employers’ Liability and Public Liability • Basic Cover, Exclusions and Common Extensions

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Contractors Liability Insurance – Intermediate (continued) Workshop Content (continued)

• Brief Look at Some Related Covers

• Financial Loss • Professional Indemnity • Directors & Officers • Environmental Impairment Liability

• Placing and Rating Risks

• Key Insurer Information Requirements • Good Risk and Bad Risks • What Sells Cases to Underwriters • Liability Pricing Methods

• Claims Trends

• Accident Recording and Reporting - RIDDOR • Key Developments over Recent Years • Current Issues where Future Change is Likely

• Quiz

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Directors and Officers Liability Insurance - Introduction Introduction This one day interactive workshop can be offered at introductory or intermediate levels. Introductory level would be suitable for those new to the subject and looking for a comprehensive background. Intermediate level would be suitable for those with several years’ experience of working with this product but looking to understand more. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• outline who directors and officers are and their principal duties • explain the recent changes in the law and its affect to a director and or officer

• describe how directors and officers may become liable for their actions

• explain why companies may refuse or be prevented from indemnifying directors for claims against

them

• outline the major benefits of a Directors and Officers Liability Insurance policy

• explain what side 1 and side 2 coverage means in the context of Directors and Officers Liability Insurance

• identify the principal extensions and exclusions under a Directors and Officers Liability Insurance

policy

• explain how Directors and Officers Liability Insurance dovetails with other Liability insurances

• describe how brokers should handle the current Directors and Officers Liability Insurance market and what they should tell their customers

Workshop Content

• Sources and Types of Claim against Directors and Officers

• Directors’ Responsibilities

• Relevant Law, including Corporate Manslaughter and UK Company law reform

• Directors and Officers Liability Insurance Policy – Key Benefits

• Directors and Officers Liability Insurance - Proposal and Underwriting Process.

• Directors and Officers Liability Insurance - Policy Coverage • Operative Clause • Personal v Company Reimbursement Coverage • Definition of Directors and Officers • Principal Exclusions

• Principal Extensions

• Employment Practices • Entity Cover • Outside Board Coverage

• Quiz

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Directors and Officers Liability Insurance - Intermediate Introduction This one day interactive workshop would be suitable for those with several years’ experience of working with this product but looking to understand more. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• identify the underwriting considerations for Directors and Officers Liability Insurance • explain current developments and trends in the Directors and Officers Liability insurance market

• outline the coverage under charities, clubs and resident association policies for Directors and Officers

Liability insurance and how it differs from a standard Directors and Officers Liability insurance policy

• outline the benefits of a Pension Trustees Liability policy

• outline how to handle a Directors and Officers Liability insurance claim

• identify customers with the greatest need for Directors and Officers Liability insurance

• outline a strategy for improving customers’ awareness of the risks faced by their directors and officers • prepare a customer presentation outlining how Directors and Officers Liability insurance would

protect them in the context of their overall insurance portfolio Workshop Content

• Sources and Types of Claim against Directors and Officers • Directors’ Responsibilities

• Relevant Law, including Corporate Manslaughter and UK Company Law Reform

• Directors and Officers Liability Insurance Policy – Detailed Review of Key Benefits

• Directors and Officers Liability Insurance – Detailed Proposal and Underwriting Process

• Factors to Consider when Assessing the Right Limit

• Claims Process

• Current Directors and Officers Liability Insurance Market – Key Players

• Recent Market Changes

• Quiz

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Environmental Insurance Risks - Intermediate

Introduction Environmental responsibilities and available insurance solutions are rapidly changing. This one day participative workshop considers the legislative environment facing both property developers and owners before going on to consider the extent of cover provided by both conventional insurance covers and those specifically designed to protect against the environmental impairment risk. This is an intermediate level workshop aimed at experienced professionals interested in updating or developing their knowledge in this area. The focus is primarily on the UK experience. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• demonstrate knowledge of the key elements of UK and European Environmental Legislation • show awareness of the extent of cover provided by conventional insurance policies against

environmental impairment risks • demonstrate awareness of the composition of the UK Environmental Insurance market • describe the specialist environmental insurance products available in the UK and the cover provided

Workshop Content

• The Legal Environment

• Common Law Review • Review of Key UK and European Legislation

• The European Environmental Directives • Environment Protection Act 1990, Environment Act 1995, Pollution Prevention &

Control Act 1999 • Civil Liability v Criminal Responsibility

• Conventional Insurance Products – How Much Cover for Environment Risks?

• Property Damage/Business Interruption • Employers’ Liability • Public Liability

• The Specialist Environmental Insurance Market

• The UK Market • First Party Clean Up Covers • Pollution Legal Liability Covers • Trade Segment Policies

• The Future for Legislation and for Insurance • Quiz

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Influencing Skills Introduction We all influence those around us, sometimes consciously, mostly sub-consciously. Nevertheless, we can be responsible for changing the way others think. This can be a positive force, or it can be counter-productive without us even knowing it. We need to know how people are influenced if we want to control the outcome. Where we have direct responsibility for something, we can often make our decision and expect it to be implemented. Influencing the opinion of those over whom we have control tends to make the decision more positively received and implemented more enthusiastically. Where we do not have direct responsibility or no responsibility at all, we have to find other ways of making our views heard. This is where influencing skills are even more valuable. Increasingly we work in teams and need to reach joint decisions, or in positions were we do not have direct authority to affect an outcome but have a clear need to influence the end result. This one-day participative workshop will allow delegates to adapt their personal styles to cope with differing circumstances and be more influential in a wider range of situations. Delegates to this workshop will have a decided advantage in affecting the outcomes of decision making processes. Delegates will be better able to influence business generation and sales development by using the same influencing skills. This workshop is suitable for all staff in a position responsible for managing relationships on behalf of their employer and more senior staff who are responsible for managing people.

Workshop Objectives Delegates who successfully complete this workshop will be able to:

• identify a range of differing influencing styles • identify their own influencing styles through self assessment

• recognise the appropriate influencing style to use in differing situations • develop and enhance their influencing skills

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Interviewing Skills Introduction The interview is still the most widely used and relied upon method of selection in recruitment. It is a subject about which much has been written and said. There are numerous theories about how best to interview or be interviewed. Appropriate questions are considered and analysed by the interviewers until an interview plan is created for at least one job role per participant. Experienced interviewers have a variety of ways of asking the same questions and this will be looked at in depth. Yet, it is only when searching questions are asked, and when lines of thought are expertly, but sensitively, probed, that the underlying truth begins to emerge. No interviewing can be foolproof. Yet, the more information that is gained, verbally and non-verbally, the more likely the interviewer is to be sure of recruiting the right person. This highly participative one day workshop will ensure that interviews are carried out effectively and consistently, enabling a professional approach to be used each time. Interviewees who have read every book written about interviews can still be led to tell you honestly about themselves. Recruiting the wrong person will cost a great deal of money and time and set the organisation back in its objectives. Investing time in this workshop now might save the organisation a lot later – it is suitable for anyone with responsibility for recruiting and selecting staff. The workshop will benefit experienced interviewers who want to refresh their skills as well as novices who wish to master these skills quickly. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• appreciate the importance of setting clear core competencies

• identify standards of performance for these competencies

• describe the legal issues relating to recruitment and selection

• specify the preparation required for a selection interview

• describe the key communication skills required for an effective interviewer

• explain the importance of clear record keeping

• conduct a selection interview following an agreed structure

• describe the follow-up procedures

Workshop Content

• The Objective of the Selection Interview and the Costs of Getting it Wrong

• Agreeing Core Competencies and Recruitment Criteria

• Identifying Performance Standards

• Legal Issues in Recruitment and Selection

• Short-listing for Interview

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Interviewing Skills (continued) Workshop content (continued)

• Interview Planning

• Interviewing Skills

• Question Techniques • Listening and Note Taking • Establishing Rapport • Body Language in interviews

• Role Play

• The Selection Decision

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Introduction to Insurance Introduction This one day interactive workshop provides an excellent introduction to the principles and practices involved in general insurance. It explores the aspects which need to be understood by those involved in providing basic technical or administrative services. The workshop can also be used as a good grounding for trainees or those who have potential to develop in their careers into more technically demanding work in the future. The principles covered are those which apply as a basis for all general insurance. Delegates should find that this workshop helps to provide a wider perspective for basic examination studies. Theoretical principles are brought to life, which should inspire greater desire for learning.

Workshop Objectives Delegates who successfully complete this workshop will be able to:

• explain the origins of insurance and why people purchase it • describe the factors involved in assessing risk • outline the legal principles of insurance • identify where and how to apply these principles in their every day roles • explain the structure of the UK insurance market and the different sectors within it • outline usual terminology, typical policy content and construction and the factors involved in risk

assessment and pricing Workshop Content

• Why do People Insure? • The Development of Insurance and the Insurance Market • How the insurance Process Works • Insurable Interest and why it is Important • Utmost Good Faith and Application of its principles • Proposal Forms and Statements of Fact • The Principles of Proximate Cause, Indemnity, Subrogation and Contribution and their Importance • What Insurance Policies Typically Contain and Why • The Principles of Claims Handling • The Different Types of Organisations Within the Insurance Industry • How Insurance is Regulated • Quiz

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Introduction to Management

Introduction Junior managers (supervisors and team leaders) may be well qualified and their technical knowledge and skills up-to-date, but what about their management skills? FSA regulation is not only concerned with the achievement of competence and the recording of that information, it also addresses the level of supervision whilst individuals are undergoing training and the ongoing monitoring of their competence and performance.

The FSA requires that within a firm, its employees:

• are competent and remain competent for the work they do

• are appropriately supervised

• have their competence regularly reviewed, with the level of competence appropriate to the nature of

the business This one day highly interactive workshop will give supervisors/team leaders an introduction to management, providing an overview of what good supervisors/team leaders should be doing. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• define the essential responsibilities of team leaders/supervisors • outline the key elements of successful teams

• define the key skills required to be a successful coach

• outline the importance of motivation and how to apply it to their team

• set SMART objectives

Workshop Content

• What is a Manager? - to establish the responsibilities of supervisors/team leaders • What Makes a Team? - to encourage delegates to think about the wider aspects of the role, how a

team is made up of different personalities and how to use their individual strengths to the team’s advantage.

• Coaching - the importance of building a productive and motivated team, looking briefly at the skills

needed to be an accomplished coach

• Feedback - giving and receiving and how vital feedback is to a team’s development.

• Motivation - what motivation is and how to create a climate that encourages all the things that motivate us as individuals. How targets given in the right way can help motivate the individual and the team

• Setting Objectives - how to set SMART objectives and why they are vital

• Action Plan

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Liability Insurance - Introduction Introduction This one day participative workshop provides an excellent introduction to the principles and practices involved in general Liability insurance. It explores the aspects which need to be understood by those involved in providing basic technical or administrative services. The workshop can also be used as a good grounding for trainees or those who have potential to develop in their careers into more technically demanding work in the future. The workshop focuses on general Commercial Liability (Employers’ Liability, Public Liability, Products Liability) but the principles covered are those which apply to all Liability Insurance. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• identify the main types of Liability Insurance and why businesses require them • describe how liabilities arise under common law, contract and statute • explain the policy cover provided by Employers’ Liability, Public Liability and Products Liability

policies

• apply the terms and conditions of a combined Liability Insurance policy to various claims

• outline the basic elements of liability underwriting

• explain the difference between legal liability and policy liability

• list some recent legal and social trends which have impacted on Liability Insurance Workshop Content

• The Need for Liability Insurance • The Main Sources of Liability

• The Main Provisions of Cover and the Main Hazards Encountered

• Overview of the UK Legal System

• How Civil Liability can Attach through Common Law/Tort, Contract or Statute, including a Detailed

Overview of the Key Torts (Negligence, Nuisance, Trespass, Defamation and Strict Liability) • Typical Policy Structure, Covers, Conditions and Restrictions

• The Basic Elements of Underwriting Considerations

• Overview of the Claims process Explaining the Fundamental Difference between Legal Liability and

Policy Liability

• Overview of Recent Legal and Social Trends that have Impacted on Liability Insurance

• Quiz

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Liability Insurance - Intermediate Introduction This one day participative workshop would be suitable for those having responsibilities for handling Liability Insurance business who need a good grasp of the various aspects of liability insurance. Delegates should have at least 2 years liability insurance experience to obtain the most from this workshop. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• assess liability exposures and make recommendations for relevant Liability Insurance coverage for different types of customer

• explain the cover provided under Employers’ Liability, Public Liability and Products Liability policies and how these can be amended to meet the customer needs

• apply the terms and conditions of a combined Liability Insurance policy to various claims • outline the cover available under the more specialist Liability policies • explain the main considerations to the underwriting of general Liability risks • explain current trends in the UK Liability insurance market • explain the Liability insurance claims handling process and the importance of the Woolf law reforms

Workshop Content How Liability Arises

• The Main Torts and Acceptable Defences • The Main Statutes affecting General Liability insurance

Liability Insurance Policy Cover

• Standard Employers’ Liability, Public Liability and Products Liability Cover and Exclusions, with an Emphasis on the Variations that May Arise

• Alternative Wordings of Claims Occurring or Claims Made and Costs Inclusive or Costs Exclusive, and their Impact on Individual Claims

Overview of Specialist Liability Covers

• Financial Loss • Professional Indemnity • Directors and Officers • Environmental Impairment • Product Guarantee/Recall

Main Underwriting and Pricing Features

• Health and Safety at Work Legislation • Industrial Diseases • Pollution • North American Risks • Quiz

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Liability Insurance - Advanced Introduction This one day participative workshop is for experienced staff looking for an update/refresher on the key and current Liability issues. It tests delegates’ knowledge of Liability insurance and risk management issues via a series of syndicate exercises and strengthens this via discussion and feedback. This workshop would be suitable for those having responsibilities for handling any aspect of Liability Insurance business who need a good grasp of the subject. This is a case study based workshop which will require delegates to have read a 1,400 word case study in advance. Workshop Objectives Delegates who successfully complete this workshop will be able to demonstrate a good working knowledge of Liability insurance, including

• policy cover • risk assessment

• risk management

• key legislation

• key issues facing the market

Workshop Content

• Analysing a Case Study to Define/Evaluate the Key Liability issues • Considering Socio-Legal Issues Impacting on Liability Insurance

• Recommending a Balanced Package of Insurance and Risk Management Measures

• Post Exercise Feedback and Discussion will:

• Develop Risk Awareness • Explain the Risk Management Process and Priorities • Refresh Knowledge of normal Employers’ Liability, Public Liability and Products Liability

Policy Covers • Consider the Technical Basics of Liability Underwriting, Recent Trends and Current Issues

Facing the Liability Market

• Particular issues addressed will be:

• The Industrial Disease Problem • Pollution Legislation • Financial Loss • The Woolf Reforms and their Aftermath • North American Products Exposures • Health and Safety Legislation

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Marine Cargo and Goods in Transit Insurance - Introduction Introduction Whilst Marine Insurance might not be the core of a business, it is quite common to find transit as part of a Commercial Property Insurance policy. The ability to handle this competently can prevent another broker from gaining a foothold.

This one day interactive workshop has been designed with a high practical relevance for brokers concerned about their ability to handle marine cargo business effectively. The outcome will be an increased ability to handle this business and to win new business in the market. Increased understanding of Marine Insurance issues will ensure that customers’ needs are better understood and serviced. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• describe the key features of a Marine Cargo risk, through

• an appreciation of general cargoes and their susceptibility to loss and damage • the importance of packing • the effect on the premium rate of geography and methods of transportation • terms of sale • financial information, claims and sums insured

• outline the mechanics of a Marine policy, its terms and conditions through

• a study of a typical marine policy • an appreciation of Institute Cargo Clauses including War and Strikes Clauses • an appreciation of the extra covers currently available

• overcome customers’ objections to buying marine insurance

Workshop Content

• Risk Assessment

Demonstrations of specialist marine knowledge with presentational skills designed to increase ability and confidence, to enable brokers to make full use of the quotation guide in order to secure the best possible terms and price.

• Institute Cargo Clauses An in-depth analysis of the Institute Cargo Clauses (A) with reference to the Marine Insurance Act 1906. It will also consider the impact of the London Market and broker wordings to show how the Institute Clause is amended, including an understanding of Institute Cargo Clauses (A), and an awareness of current market extensions.

• Selling Overcoming Customer Objections, including:

• Typical Customer Objections and How to Overcome Them • Selling Opportunities

• Quiz

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Marine Cargo and Goods in Transit Insurance - Intermediate Introduction This one day interactive workshop is aimed at delegates with some experience of handling this business and should enable an increased ability to handle this business and to win new business in the market. Increased understanding of Marine Insurance issues will ensure that customers’ needs are better understood and serviced. Whilst Marine Insurance might not be the core of a business, it is quite common to find transit as part of a Commercial Property Insurance policy. The ability to handle this competently can prevent another broker from gaining a foothold. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• demonstrate knowledge of commodities in transit (timber, foodstuffs etc.), involving

• an appreciation of their particular susceptibilities to loss or damage and steps taken to reduce the risk

• a study of condensation, infestation and associated risks applicable to commodities • an appreciation of “dangerous goods”

• outline the Institute Clauses and Institute trade Clauses, involving

• a study of the termination clause in Institute Clauses in comparison with marine stock

throughput policies • a study of Institute ‘B’ and ‘C’ clauses • a study of a variety of Institute trade clauses

• describe the key features of the Marine Insurance Act 1906 • describe the principle and operation of General Average

Workshop Content

• Risk Assessment - demonstrations of the handling of specialist cargoes based on knowledge of their particular susceptibility to loss and damage.

• Institute Cargo Clauses - in-depth analysis of the Institute trade Clauses (for which a prior

knowledge of Institute Cargo Clauses ‘A’ is essential).

• Marine Insurance Act 1906 – the terms of the Act but, concentrating on ten or so specific areas to gain an understanding of its terms.

• General Average - the principles and practices of General Average, with examples to demonstrate.

• Quiz

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Performance Management Introduction Performance management is about working with employees to ensure they know what is expected of them and how they are performing against those expectations, at all times. Every firm is entitled to expect its staff to perform to the standards of the job. Problems may arise if an employee doesn’t understand those standards or how they can be best met. A good understanding of what performance management is all about will enable any firm to achieve enhanced business performance. This workshop will show delegates how to plan, structure and manage performance in a way which will allow greater motivation of staff. This will be achieved by not only helping them to succeed but by letting them know how valuable their contribution is. This one day highly interactive workshop is for new and existing managers/supervisors who have responsibility for the performance of others. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• explain the benefits of excellent Performance Management

• apply a Performance Management system in their business

• explain how Performance Management links to appraisal, development and career planning

• explain how a coaching approach can resolve performance issues

• apply capability or disciplinary processes if appropriate

Workshop Content

• What is Performance Management? • Performance Management as a System

• Performance Management Planning

• Communication

• Performance Diagnosis

• Introduction to Coaching Concepts

• Performance Appraisal Meetings in Context

• Performance Management and Discipline

• Action Plan

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Professional Indemnity Insurance - Intermediate Introduction This one day interactive workshop is at an intermediate level, which is suitable for those with several years’ experience of working with Professional Indemnity Insurance but looking to understand more. Workshop Objectives

• outline the different types of cover which may apply to different types of professions • describe the information required to obtain a Professional Indemnity Insurance quotation • outline the principal underwriting considerations which apply when underwriting Professional

Indemnity Insurance • explain the important points to remember when dealing with a professional negligence claim • apply a Professional Indemnity Insurance wording to simple claims • describe how brokers should handle the current Professional Indemnity Insurance market and what

they should be telling their customers Workshop Content

• Duty of Care Owed by Professionals – Legal Liability and Breach of Contract

• Examples of Professional Negligence Claims

• Differing Professional Exposures, including:

• Accountants • Lawyers • Surveyors • IT and Telecommunications Companies

• Professional Indemnity and Errors and Omissions Policy – Key Elements of Cover:

• Operative Clause • “Claims Made” Considerations • Principal Exclusions • Principal Extensions

• Proposal and Underwriting Process - how an Underwriter uses the Details provided to Rate the Risk

• Claims Process, including Incident Reporting and PI Protocols

• Case Study

• Quiz

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Sales and Relationship Management Skills Introduction The skills of staff and the techniques they employ in order to achieve sales, both face-to-face and over the telephone, are vitally important to the success of any business. This highly interactive workshop is aimed at developing sales and relationship management skills. It is structured according to the sales experience of the delegates and whether they have an internal telephone-based role or are more likely to visit and meet with customers. This one day workshop delivers more interaction and practical exercises, which can include negotiation skills. The workshop is designed for delegates to improve sales skills and identify how to respond to customer needs professionally, using the skills acquired to optimise sales. It is particularly for those seeking to deepen their knowledge of and their effectiveness in the sales process. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• recognise the importance of listening 100% and to be able to use voice, personality and body language effectively

• acknowledge the importance of first and last impressions when meeting or telephoning a prospective

customer. This includes the skills involved in controlling the conversation/meeting so that it benefits the customer as well as the sales advisor

• outline the importance of preparation for the sales/business meeting

• state the difference between features and benefits, having assessed the customer’s requirements

through effective use of key listening and questioning techniques

• name the different types of questions and when to use them to best advantage, whilst employing friendly questioning, listening and response skills

• recognise how attitude affects approach and how the power of words, voice and body language

affects the customer experience, ensuring attention is obtained, held and “hotspots” touched so that the customer wants the product/service

• build rapport so that the customer buys from “you” and not just the product/service

• explain the concept of Features and Benefits of products when selling to customers

• use the Corporate Sales structure

• feel confident closing the sale in a professional and customer friendly manner

• handle objections confidently

• recognise the importance of after sales care, especially when future/ongoing cross selling of products

and services is likely

• identify further business opportunities and develop ongoing constructive relationships

• describe the principles of key accounts

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Sales and Relationship Management Skills (continued) Workshop Content

• Selling – the way selling is approached can mean the difference between mediocrity and success. This is especially effective for cross-selling as it establishes the importance of building constructive relationships and highlighting specific needs that arise from a conversation

• What is Selling and Cross-selling – the importance of listening and questioning skills - selling is

then matching a specific need • Features and Benefits – the difference between features and benefits - an effective exercise that

establishes delegate awareness of the products they sell, and how to match the needs to specific benefits. This looks beyond simply offering a product at the cheapest price

• The Sales Structure – an effective approach to all situations - the structure to adopt and ensure

every contact reaches its full potential

• The Way People Communicate – how effective a positive attitude is to selling successfully and managing the client relationship

• Handling Objections – the reasons for objections and the approach to adopt to effectively overcome

them • After Sales Care – the importance of looking after customers once they have bought the product,

especially recognising a desire to sell more to them • Further Business Opportunities - how to identify/quantify other business opportunities arising

within the firm. How to develop constructive relationships and cross sell to different parts of a firm

• Key Account Management - the importance of prioritising key accounts, the time spent on them, the commensurate return to the business and the strategy for managing and growing key business and achieving success

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Self Management and Personal Effectiveness Introduction This one day fully participative workshop is designed to develop an individual’s skills in self-management and dealing with people assertively. It will help to develop confidence in handling challenging situations and solving problems. Self-management is the process of maximising time and talents to achieve worthwhile goals. Many people claim their days are never wasted - “I'm very organised” they say, “I know where I am going and what I'm going to do”. People that truly feel that way tend to be in the minority. Most people become frustrated with a day that is unproductive. Most people would like to get more done in a day. This workshop provides practical help and guidance to delegates to be able to manage time and themselves more effectively, resulting in greater productivity and work control, and improved relationships with colleagues. The workshop has been designed for those who are keen to improve the way they cope with the pressures of work and their confidence in handling people. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• identify key result areas in order to ensure concentration on the tasks that matter

• put planning, prioritising and scheduling into the right perspective

• analyse the causes of various time consumers and identify appropriate technique for handling them

• describe the main features of assertive, submissive and aggressive behaviour

• identify areas of their working lives where they should improve their assertive behaviour

• adopt and practise techniques to help them behave in an assertive manner

• develop a strategy to cope with difficult and aggressive people Workshop Content Time Management and Effectiveness

• Good and Bad Time Management Habits • Time - a Unique Resource

Time - Use and Abuse

• Identifying Use of Time • Analysing and Tackling Time Wasters

Techniques That Actually Work

• Agenda for Self Improvement

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Self Management and Personal Effectiveness (continued) Workshop Content (continued) Communication Skills

• Understanding Different Styles of Behaviour • Distinguishing between Assertive and non-Assertive Behaviour

Positive Working Relationships

• Projecting a Positive Image • Barriers to Listening • Non-verbal Communication and Body Language

Seven Techniques for Communicating Assertively

• Broken Record, Workable Compromise, Fogging, Positive Inner Dialogues • Discrepancy Assertion, Negative Feelings Assertion, Saying No • Practical Sessions

Persuasive and Influential Communication

• Expressing Ideas, Views and Requests with Confidence • The Art of Persuasion – Getting Ideas Accepted

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Time Management Introduction Most people have several jobs to perform these days, and not enough time to do them all. Often they are actually less effective when trying to balance many objectives. Pressures on firms have never been greater and there never seems to be enough people to keep on top of everything. Sometimes, people try to keep on top of too many issues. They spend time on less productive matters and not enough on those that really count. They allow other priorities and other people to take precedence and get further behind with the things we are critical to them. Plans are there to be changed, of course, but having no plan at all means that there is a danger of swaying from one issue to another without ever achieving anything. This is a one day interactive workshop for those with too much to do, and that probably means everyone. Delegates will find ways of reducing stress levels and employers will find ways of making staff more productive. Even a firm’s best customers will notice the difference between those who manage their time and those who don’t, usually by the number of missed deadlines. Workshop Objectives Delegates who successfully complete this workshop will be able to:

• analyse where their time is currently being spent and where they would prefer it to be spent

• plan and prioritise tasks more successfully

• use delegation where appropriate

• handle interruptions and their impact on time constraints

• manage communication and paperwork successfully Workshop Content

• Where to Spend Time - Developing Objectives

• Where Time is Actually Being Spent - What is Stealing the Time?

• Making the Best Use of Time

• Daily Planning • Prioritising Tasks • Delegation • Dealing with Telephones, e-mails and Interruptions • Managing Communication • Managing Paperwork • Analysing and Assessing Performance