Guild Insurance has many years’ experience in managing and analysing liability claims for many different types of professional groups. This information is then used to deliver risk messages to assist professionals undertake their work in a way which lowers their risk. An analysis of hundreds of claims over many years has led us at Guild to understand that poor communication is a key factor in poor outcomes occurring as well as poor outcomes and the complaints about those outcomes being poorly managed.
Even the best planned risk management process doesn’t guarantee that complaints won’t occur. However, improved communication goes a long way to reducing the likelihood of those complaints. Because complaints can never be completely eliminated, any professional needs to have a process for how to deal with a complaint should it occur. Effective communication skills during a complaints management process can assist with the smooth handling of the situation and prevent it from escalating.
Social media is a relatively new communication tool and therefore a relatively new communication risk. Whilst still new, use of social media is increasing at an incredible rate. Guild’s claims provide evidence that many professionals don’t understand the risks of poor social media use and the impact this can have on their career.
This session will provide attendees with an understanding of the implications when their communication skills are lacking and ways in which they can improve this important professional skill.
The recording is of a webinar presented by ESSA on 14 December 2016.
Presented by Christie Boucher
Christie has almost 20 years experience as an educator having started her career as a secondary school health and physical education teacher. For more than 10 years Christie’s career has been focused on developing risk management education resources and programs for various health and other professionals. Christie has a keen interest in the role education can play in managing risk by raising awareness and changing behaviour.
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