Maybe meetings are like the weather–everyone talks about them but nobody ever does anything about them. Poorly run meetings are productivity and morale vampires afflicting a claims operation. One problem is that claim managers and supervisors get little training in how to run effective meetings. Higher ups assume–if they consider the topic at all–that claim managers and supervisors somehow know how to get things done with powwows among the claim staff. Or maybe they think that running effective meetings is just so easy that, well–a caveman could do it!
Wrong!
As a result, someone technically competent at claim handling is promoted into management and expected to be an effective meeting leader as well as a manager. This is unrealistic. A key management skill is the ability to run effective meetings with the claim staff. For many claim supervisors and managers, their training in this area has been … zilch. They fall back on prior meetings they endured with their bosses. Often, these are terrible examples of how to run meetings. Plugging the knowledge gap is beyond the scope of this discussion, and like many skills, one gets better not just by reading, but also by doing. Nevertheless, let us look at seven ways to improve claim meetings:
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