Training Versus Education

We've all had training, but education is different from training. Training teaches someone how to perform a particular task. It's highly focused, usually with a finite objective. For example, "At the conclusion of this training module, while using the NADA Book and Red Book, you will be able to prepare an accurate total-loss evaluation." Conversely, education is much broader so as to empower one to act. Herbert Spencer, a 19th century philosopher and scientist, said it best: "The great aim of education is not knowledge, but action."

To have knowledge and do nothing with it provides no benefit. Adult learners have different expectations than child learners. Generally, adults want to do something with knowledge obtained, whereas children will learn simply for learning's sake. In today's fast-paced, changing environment that demands continual learning, adult learners look to the teaching methods that provide optimum learning experiences.

Quality Adult Learning Signs

Let's first consider what constitutes adult quality learning. In train-the-trainer classes that we have taught, we ask our students to think of a class, seminar, or some other learning experience that was the best in their lives. We then ask, "What made it the best?" Typical responses we get are:

• "It was experiential; we got to try out what we were learning."
• "The trainer allowed for open expression of ideas, so nobody felt stupid."
• "The speaker was passionate about the topic, well prepared, and welcomed other views."
• "What I learned I was able to put in use within a short period of time."

The elements of a good adult quality learning experience are:

• The information, knowledge, and skills presented are able to be used in the learner's work activities right after the class. The material has relevance and can be acted upon at once.
• Opportunities are given within the session for the learner to try out the concepts and techniques without fear of criticism if not perfect the first time. Small group workshops and/or exercises are used for these opportunities. These represent as close to real-life work situations as possible.
• The instructor acts as a coach in providing support and guidance to the learner in understanding and utilizing the new knowledge, information, and skills presented.
• The learner has the full opportunity to ask questions, and receive answers in a risk-free manner.
• Professional development knowledge and skills are ones that the learner will be able to put to use in his present work environment or in a work environment in the reasonable future.

Professional Education

Professional education is about the big picture. If you consider yourself a professional, you need to study and strive to be competent in the entire profession. For example, many attorneys specialize in particular area of practice (e.g., civil litigation), but to pass the bar exam they have to demonstrate competence in many areas of law, including: criminal law, family law, civil law, etc. Only approximately half of the Chartered Property Casualty Underwriter (CPCU) curriculum deals with insurance. CPCU candidates also study and are tested on law, finance, economics, and accounting. Most physicians specialize in a particular area of medicine (e.g., cardiology, gastroenterology, neurology, etc.) but all were first generalists capable of performing routine medical procedures.

The claim profession is huge; there is never a shortage of topics about which a claim professional can learn. Continuing education should be a way of expanding your knowledge into other areas of claims that you don't know about. Who knows, maybe the continuing education class you take today leads to another type of claim you can handle in the future? Certainly, a little diversity in learning only increases your professional value. Diversity in learning never hurts; education is never wasted.

Many types of CE training are available to adjusters. Some are customized to meet the specific needs of a company by taking into consideration their unique policy forms, procedures, and the corresponding statutes and case laws of their operating territories. Others adopt the one-size-fits-all approach.

CE training can consist of self-study, web-based, visiting vendors, classroom, and outside seminars. Each adult learner should match their own individual needs to the benefits of each CE training type in order to decide. We use the word "should" because this may not be always possible.

Developing a CE Strategy

Effective adjuster CE training content is meaningful, relevant, and enhances your knowledge and skill base. It is readily available in an accessible format while mitigating lost productivity. But a strategy is necessary.

First, know and understand all of your CE requirements for the states in which you are licensed. This includes information on:

• Number of credits required.
• Type of credits required. For instance, Florida requires credits in law policy, optional, and ethics, while Texas requires half of all CE hours be in classroom courses.
• CE completion dates.

Organize this information by creating a spreadsheet. Then break your CE down into manageable bites. For example, if a state requires 24 credits every two years, this is roughly four days of classes. Plan on attending a class every six months.

Then give some thought to the types of things you would like to learn within your profession. Develop your own personal curriculum. Consider the following questions as a guide:

• What types of courses will empower me to do my current job better?
• What courses will be helpful for future work opportunities?
• What additional knowledge will help me and my family in our personal lives? (e.g., personal lines coverage, retirement risk management, umbrella coverage, etc.)
• What are some areas of claims that I'd like to know more about just for the fun of it?

Tracking CE

One company requires that their adjusters keep a binder for licenses and continuing education. Each licensed state has its own tab, and that's where the licensee files CE certificates received. In a pocket in the front of the binder, each adjuster has a spreadsheet that contains all states where licensed, CE requirements, and a log of courses taken.

By using this simple method, adjusters have an instant reference of where they stand with respect to meeting CE goals. In addition, all adjuster binders are audited by management twice a year. This provides valuable management information on potential licensing problems before they arise. It is a simple system, but very valuable.

Choose Wisely

Adjuster continuing education has become a fact of life. There is no uniformity among the states that require adjuster CE, nor will there be in the foreseeable future. The key is to effectively obtain the needed CEs and at the same time gain new knowledge, enhance adjusting skills and improve one's professionalism. Look for the CE programs that will take you to the next step, not just meet a checked-box requirement.

Kathleen J. Robison, CPCU, AU, ARM, AIC is president of K.Robi & Associates, LLC, which provides outsourced customized insurance training for agents, underwriters, and claim professionals. She can be reached at 423-884-3226, [email protected], www.krobiconsult.com.

William C. Stewart, Jr., CPCU. CSRP, AIC, RPA, is president of Claims Training Services, a company that provides adjuster and producer continuing education for multiple states and many of the top insurers and adjusting firms in the U.S. He can be reached at 732-942-0411,
[email protected], www.claimstraining.com.