Leadership & Management Flashcards

Under Vroom's expectancy theory, an adjuster who doubts that extra effort will actually raise their closure rate is showing low:

Answer: Expectancy

Expectancy is the belief that effort will lead to better performance.

A claims department wants to measure customer-focused performance. Which metric is MOST directly tied to that goal?

Answer: Claimant satisfaction survey scores

Satisfaction surveys measure the customer experience directly.

Two senior adjusters disagree about how to handle a disputed coverage file, and the manager helps them find a solution that fully meets both of their concerns. Which conflict resolution approach is this?

Answer: Collaborating

Collaborating looks for a win-win outcome that fully meets both parties' concerns.

Which leadership style is MOST likely to work well during a catastrophe event, when a claims unit must quickly deploy adjusters and set priorities?

Answer: Directive (autocratic)

In urgent, high-pressure situations, a directive style gives the fast decisions and clear coordination that are needed.

Under Kotter's change management model, what should a claims leader do FIRST when introducing a new claims system?

Answer: Create a sense of urgency

Kotter's first step is to create urgency so that people see why the change is needed.

A claims supervisor holds regular one-on-one sessions to help adjusters build negotiation skills by asking reflective questions instead of giving answers. This is best described as:

Answer: Coaching

Coaching builds specific skills through guided questions and ongoing feedback.

Which is the BEST reason for a claims manager to use SMART goals with adjusters?

Answer: They make goals specific, measurable and time-bound so progress can be judged objectively

SMART goals are Specific, Measurable, Achievable, Relevant and Time-bound, which allows objective evaluation.