Continuing Education Credits

This course is approved for 1.5HR CE Credits for AB, BC, SK and MB. RIBO approved for 1.25 Professional Development Hours.

Course Objectives

By the time you’ve completed this course you’ll be equipped to:

  • Articulate the importance of delivering bad news effectively and its impact on customer relationships.

  • Implement effective communication strategies for conveying bad news with clarity and compassion.

  • Display best practices for maintaining professionalism and empathy when delivering bad news.

  • Utilize practical solutions to mitigate the impact of bad news on customers.

  • Demonstrate the ability to navigate challenging customer interactions to ensure positive outcomes.

Course curriculum

    1. Course Introduction

    2. Course Resources

    3. Course Objectives

      FREE PREVIEW

    1. Introduction

    2. Gathering Information

    3. Gathering Information: Practice Exercise

    4. Gathering Information: Your input

    5. Gathering Information: Practice Exercise Sample Response

      FREE PREVIEW

    6. Predicting the Impact

    7. Predicting the Impact: Practice Exercise

      FREE PREVIEW

    8. Predicting the Impact: Your input

    9. Predicting the Impact: Practice Exercise Sample Response

    10. Anticipating Customer Reactions

    11. Anticipating Customer Reactions: Practice Exercise

    12. Anticipating Customer Reactions: Your input

    13. Anticipating Customer Reactions: Practice Exercise Sample Response

    1. Introduction

    2. Choosing the Right Time and Place

    3. Choosing the Best Communication Channel

    4. Explain the Situation

    5. Express Empathy and Understanding

    6. Offer a Sincere Apology

    7. Does Saying Sorry Incriminate Me?

    8. Discussing Potential Solutions

    9. Effective Communication Exercise

    10. Effective Communication: Your input

    11. Effective Communication Sample Response

    1. Introduction

    2. Immediate Follow Through

    3. Continuous Communication with Customers

    4. Keeping Customers in the Loop: Practice Exercise

    5. Keeping customers in the loop: Your input

    6. Keeping Customers in the Loop: Practice Exercise Sample Response

    7. Immediate Feedback Solicitation

      FREE PREVIEW

    8. Gathering Customer Feedback: Practice Exercise

    9. Gathering customer feedback: Your input

    10. Gathering Customer Feedback: Practice Exercise Sample Response

    1. Conclusion

    2. Course Survey

    3. Strategies for Delivering Bad News in Insurance – Navacord

About this course

  • $150.00
  • 40 lessons
  • 1 hour of video content