Bilingual Bicultural Issues in Claims Handing

1. Bilingual & Bicultural Issues in Claims Handing ACIG Safety/Claims Management WorkshopApril 7, 2005New Orleans, LA

2. Your Presenters Alida Marraccino, Claims Adjuster, ACIG Dave Dolnick, Risk Manager, The Brady Companies Paul Becker, Vice President, ACIG

3. Going to work

4. WHY is this a valuable topic? What does this mean: Take �once� a day In Spanish �once� means. . .?

5. Food

6. Why is this a valuable topic? What does this Mean: �We have no work for you under these restrictions�� � Keep in touch, we may have light duty for you as you progress�? � Come back when you�re at 100%...? You�re fired!

7. The Real Question WHAT DID THEY HEAR�?

8. Is this just a Spanish language issue? Are all Hispanics alike? Who is your workforce?

9. What are patterns of cultural differences? Different Communication Styles Different Attitudes Toward Conflict Different Approaches to Completing Tasks Different Decision-Making Styles Different Attitudes Toward Disclosure Different Approaches to Knowing

10. Lessons learned, what do I do differently? Learn from generalizations about other cultures, but don�t use those generalizations to stereotype, �write off,� or oversimplify your ideas about another person. Practice, practice, practice. That�s the first rule, because it�s in the doing that we actually get better at cross-cultural communication. Don�t assume that there is one right way (yours!) to communicate. Don�t assume that breakdowns in communication occur because other people are on the wrong track. Listen actively and emphatically. Stop, suspend judgment, and try to look at the situation as an outsider.

11. What do we take home tomorrow? Look at your own house. We don�t suggest you change the way you are doing business, but, be aware that not everyone operates the same way. Are you communicating and know that our decisions have cultural implications (biases to authority).

12. Good night