NEGOTIATION PROJECT
CDR has worked with Nationwide to identify the applications of
negotiation and mediation to issues and problems of concern in
the insurance industry. One result has been the development and
implementation of a negotiation self-study course for claims representatives.
Self-Study Negotiation Materials
CDR completed a comprehensive set of materials for a self-guided
negotiation course for all Nationwide Insurance casualty claims
representatives in August 1996. The course is a comprehensive
approach to learning to negotiate. It is a combination of self-study
and group facilitated sessions. The following materials were developed
for the course:
Negotiation Course Student Workbook
Module 1: Introduction to Negotiations
Module 2: Negotiation Styles and Strategies
Module 3: Planning of Negotiations
Module 4: Negotiation: Implementation and Tactics
Module 5: Special Issues in Insurance Negotiations
Negotiation Course Videos
Video 1: Negotiation Styles and Strategies
Video 2: Planning of Negotiations
Video 3: Negotiation: Implementation and Tactics
Video 4: Special Issues in Insurance Negotiations
Facilitator’s Kit
Includes guides for facilitating group sessions for claims representatives
who have completed the self-study component, a resource section,
four full-length negotiation videos, and tests.
Video 1: Competitive Negotiation of Personal Injury Case 1
Video 2: Cooperative Negotiation of Personal Injury Case 1
Video 3: Competitive Negotiation of Personal Injury Case 2
Video 4: Cooperative/Interest-Based Negotiation of Personal Injury
Case 2
Facilitator’s Kit Supplement
Includes analysis and transcriptions of the four negotiation
videos included in the Facilitator’s Kit.
Follow-Up Project with ADP
In 1999 CDR completed work on the integration of negotiation
concepts into claims evaluation software developed by Automatic
Data Processing (ADP)/ Integrated Medical Solutions and accompanying
negotiation training programs.
