"Independent agents need to be part diplomat, part salesperson and part psychotherapist. They need a lot of skills, from empathy to legal knowledge," says Bob Rusbuldt, president and CEO of the Independent Insurance Agents & Brokers of America. (Credit: Valery Kachaev/Adobe Stock)

By design, insurance is there for the worst moments life can throw at someone. At times, insurance professionals are tasked with delivering bad news in the midst of already volatile situations, from denied claims to premium increases and everything in between. This makes developing soft skills and the ability to tactfully approach these conversations vital.

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Steve Hallo

Steve Hallo is managing editor of PropertyCasualty360.com. He can be reached at [email protected]

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