REGISTRATION
7:00 - 8:00 AM
Continental Breakfast
GENERAL
SESSION
8:00 - 9:30 AM
WELCOMING
REMARKS
Danette Key, CPCU
Lisa Ronzo, CPCU, ASLI, AIS
PROCLAMATION
Gerrie L. Marks
Deputy Director of the Arizona Department of Insurance
KEYNOTE
SPEAKER
T. Marni Vos
Humorist
COFFEE
BREAK
9:30 - 9:45 AM
CONCURRENT
SEMINARS
9:45 - 11:15 AM
- ENTERPRISE RISK
MANAGEMENT (ERM)
Richard G.
Berthelsen, J.D., CPCU, ARM, AIC, ARe, AU
Director of Content Development for the Insurance Institute
of America and the American Institute for CPCU
Ever wonder if your organization could
be doing a better job
managing risk? ERM is a quantum leap forward in risk
management. Let's discuss what it is, how it works, and how
you can get a competitive advantage by implementing it.
- SEX, DRUGS AND ROCK & ROLL
THE ANATOMY OF AN ARSON CLAIM
Ulises Castellon, CPCU, RPA
Director of Operations Fire Cause Analysis,
A Division of IFT Inc.
Hal C. Lyson,
Certified Fire Investigator
This dynamic workshop/presentation utilizes an actual claim
experience that gave the insurance adjusting and investigation
team a look into dark corners of their insured’s world.
This claim’s
journey begins with the hand delivered renewal premium for the
expired policy that was paid in person the day before the fire
and
concludes in the courtroom.
Actual Trial Exhibits are utilized to tell the story and educate
the
participant as to the investigative and coverage issues that include:
- Adjusting Issues - Fire Investigation Experts
- Examination Under Oath, Sword or Shield?
- The Claim File as Evidence
- Communications with Law Enforcement
Observe how an objective investigation, evaluation and
resolution of a claim can be attacked as biased when the lifestyle
of the insured soils the adjuster’s perspective. Learn how
to
document that very same information so that these professionals
can articulate their findings in a dispassionate manner.
-
DEALING WITH DIFFICULT
CLIENTS
& CO-WORKERS (PART 1)
Theresa M.
Cross, Ph.D.
President/CEO of Theresa M.
Cross, Ph.D. & Associates
This seminar addresses a universal need (i.e., working
effectively with difficult and disruptive people) and is based
on
the work of organizational psychologist, consultant and author
Robert Bramson, Ph.D. Dr. Cross uses a variety of clips from
popular movies and TV shows to demonstrate the way difficult
people behave and how others generally respond to them. This
is an entertaining, yet effective seminar that helps people
to use
the strategies that have been shown to be most effective in
dealing
with these frustrating personalities.
MORNING SESSION:
Introduction, Why are Difficult People So Difficult?, Difficult
People
Make You Crazy!, Video segment: "Murphy Brown", Five
Important
Points About Difficult People, Difficult Person or Someone Having
a Bad Day?, Major Types of Difficult People and Coping Strategies,
The Attacker, Video segment: "Little Shop of Horrors"
LUNCH
AND CONFERMENT
OF NEW DESIGNEES
11:30 AM
James L. Britt,
CPCU
LUNCHEON
SPEAKER
Ed Phillips,
Professional Meteorologist,
Radio, Television Personality
SO, ARE YOU READY FOR GLOBAL WARMING?
A frank discussion with you about global
warming from Arizona’s weather
expert. The facts are there. The warming has started but will it
continue?
Ed wrote one of the first books on global warming in 1990 way before
it was a “hot” topic. Some of what he predicted in his
book has
already happened! But are we ready for what the future will bring?
What is it going to cost? Who is going to pay?
CONCURRENT
SEMINARS
- TRUTH OR CONSEQUENCES
OF THE INSURANCE MARKETPLACE
(CONTINUING EDUCATION COURSE)
1:00 - 4:00 PM
Chris
Behymer, CPCU, ASLI
Vice President, Casualty Underwriting
Markel Southwest Underwriters
Over the years, the insurance industry has exhibited an uncanny
ability to shoot itself in the foot over and over again! There
are certain
things that cause losses to increase and profits to fall and we
label
these things as “truths.” Conversely, there are consequences
that
occur when a carrier or an agent does not keep the truths in mind.
This course will explore both the truths and consequences of our
business and what each of us can do to stay the course and remain
a profitable, viable industry. Note:
This course will be filed for
Continuing Education Credit for the state of Arizona. It has not
been approved at this time
- THE PACE PALETTE
1:15 - 2:45 PM
Mike Moore,
Assistant Manager, Central Zone L&D
The PACE™ Palette. PACE™ is a powerful
communication tool
that can be used in personal and professional relationships with
proven, practical and immediately applicable information. It is
designed to use “color” (personality style) to heighten
self-awareness
and improve our communication. It’s also a lot of fun for
all to
participate and discover our inner “color.” This program
was
designed to help individuals discover their individual strengths
and provide participants with the tools to enhance their
communication style and unique characteristics. Attending
this session will not only be fun and exciting but can leave us
with a new empathy with those with whom we live and work.
-
DEALING WITH DIFFICULT
CLIENTS
& CO-WORKERS (PART 2)
1:15 - 2:45 PM
Theresa M.
Cross, Ph.D.
President/CEO of Theresa M.
Cross, Ph.D. & Associates
AFTERNOON SESSION:
The Chronic Complainer, Video segment: "Other People's
Money"
The Know-It-All, Video segment: "Murphy Brown"
The Accommodator, Video segment: "Back to the Future"
The Yes-Butter, Role Playing Exercise: "The Son"
The Put-Down Artist, Video segment: "Northern Exposure"
The Gossip, Some General Principles for Dealing with Difficult
People
The Top Ten Workplace Turnoffs
Preparing the New YOU: A Take-Home Exercise in Applying What
You've Learned
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