Katrina Shanks
ANZIIF has launched Communication Skills for the Insurance Professional, a new short course that builds the communication and persuasion skills insurance professionals routinely need as interactions become increasingly automated.
The course focuses on the conversations that require human judgement most, such as explaining complex decisions, responding when something goes wrong or handling difficult conversations with customers, colleagues and leaders.
It is the second in ANZIIF’s new series of non-technical skills short courses, designed to build capabilities that insurance professionals can apply throughout their careers.
ANZIIF CEO Katrina Shanks says strong communication skills are fundamental to good insurance outcomes.
“Insurance is a people business. When a customer is making a claim, a colleague needs support or a difficult decision must be explained, how we communicate matters.
“Technical expertise gets you part of the way. Being able to communicate clearly, build trust and handle tough conversations is what makes that expertise count.”
Learners are introduced to the RIPPLE Model, a practical communication framework that helps insurance professionals prepare for, navigate and close conversations in a way that builds understanding, confidence and lasting trust.
Using insurance scenarios, learners will practise applying the framework to challenging interactions and identify how they can use the skill in their own workplace.
The course covers communication across claims, underwriting, distribution, support and leadership, with a focus on its impact on trust, complaints, customer outcomes and internal collaboration.
Taking approximately 50–60 minutes, it is designed for insurance professionals at all career stages, from those entering the industry through to specialists and leaders.